Derwent fm maintains an excellent partnership with the University of York, working as one team to promote the optimum student experience. We work flexibly and to the spirit of the contract, recognising that fluctuating student demands will require intense commitment of resources at certain times of the year.

The partnership allows us to focus on the changing needs of students and to work as a team to meet these. Our dedicated team is based on-site and enables us to provide an extremely responsive service, dealing with any requests for assistance as they arise.

Increasing satisfaction

We have introduced our interactive Helpdesk/CAFM system, enabling students to log and track faults on-line. Once the job is complete, a customer satisfaction survey can be completed online which is automatically logged on our system. Any unhappy customers can then be contacted for more information and to rectify the problem.

Representatives of the Student Guild are invited to attend six-monthly trustee meetings to provide high-level feedback. We also work closely with the university accommodation team on a regular basis, discussing standards and satisfaction levels. We report against KPIs each month, typically scoring highly; to date we have never had a deduction levied for poor performance.

Derwent fm is a member of ANUK and uses the national code as a guideline for compliance in our services. Our proactive service model and effective use of technology have enabled us to comply fully with the code at all times.