The journey we’ve taken to strengthen our resident experience offering

By Becca Hayhurst, Head of Resident Experience & Wellbeing, Unite Students

Our resident experience and wellbeing programmes are built around CARE – Connect, Act, Respect and Encourage. It’s the thread we weave through everything we do. These principles continue to shape what makes us sector leading, and as student and Higher Education needs evolve – so do we. 

I’m proud of the improvements we’ve made in welfare and community building over the years, but it’s the future that excites me most.  

So, here’s what we’ve done and importantly – where we’re going.   

Strengthening student community through technology 

Our award-winning Unite Students app remains a cornerstone of connection. Since launching in 2024, over 46,000 residents use it every month showing how valuable it’s become. 

Through the app residents can: 

• Connect with flatmates, prepare for and manage their check-in 

• Post in their Property Community channel and see what events are coming up 

• Get live updates and important alerts, and reach out to their property team for support  

• Find info on their property and wellbeing support resources 

In 2025, we enhanced the app by integrating it into ResX360, our customer relationship management system. When residents raise maintenance requests, report they’ve been locked out, or seek urgent wellbeing support through the app, our teams are alerted immediately via mobile devices no matter where they are in the property – further reinforcing our 24/7, 365 days a year support offering. 

“The care is exceptional, with constant events and communication with staff through the Unite Students app.” 

Since the start of the year, 5,000 lockouts were report – 60% via the app – and 70% of all lockouts were responded to within 30 minutes.   

“I’m really happy with the care and support I received. The team are extremely helpful, particularly when my door is locked or something isn’t working properly. They respond quickly to resolve problems. This support helps create a reassuring and comfortable environment.” 

“The care and support we receive is amazing. We can request assistance and somebody is there promptly. Not only that, they help with family relationships. My mum was a big worrier at the start, and they did a good job of making her feel better and making her know that I was safe.” 

A decade of Resident Ambassadors 

Our Resident Ambassador programme continues to thrive. 2025 marked its strongest year yet with 108 ambassadors hired across 94% of our eligible properties (up 3% on ‘24/25). 

Between September ‘25 and January ‘26, our ambassadors helped host 1,378 in-property events, up from 765 during the same period in ‘24-25.  

While digital connection through the app is important, in-person events help grow a thriving and inclusive community. We know from our latest Applicant Index that 72% of the current cohort want to be part of an activity student community, which is in part why we’ve dialled up our events.  

“My property team are always great at reaching out to students and letting us know of any upcoming events. As a young person living away from home for the first time, it’s really encouraging to have a community who care for your wellbeing and safety.” 

This year, the programme celebrates its 10th anniversary.  A decade of peer-led community‑building has made an enormous difference to daily life in our properties. Read more about our Resident Ambassadors here.

Our well‑established Support to Stay framework has been in place since 2022. It’s created a structured approach to resident engagement across all 144 properties that helps over 64,000 students navigate the ups and downs of university life.  

It’s also benefitted our teams. They’ve now got clear points of escalation and a variety of support and signposting. Paired with “Courageous Conversations” training, teams can use the right tone and action, underpinned by compassionate communication with residents.  

“The environment feels safe and supportive, which helps me adapt to my studies and daily life.” 

Last year, we launched a new programme – Prepare to Stay. It focuses on those early days of independent living, ensuring students arrive with all the information they need settle in smoothly and confidently. 

“At the beginning, I experienced some issues with my flatmates – I wanted to drop out and move home. However, the staff were amazing and helped me every step of the way and made sure I was okay.” 

Looking ahead to 2026 

In February we launched the Ask for Angela initiative across all our properties after three successful trials in Manchester, Birmingham and London. 

For the launch, we integrated the initiative into our student app – under our Support for You. We’ve also trained over 350 in-property team members to be Advocates, and every student-facing team member has been introduced to their role as an Active Bystander and how they can make a difference.  

Not only can residents discretely approach us and Ask for Angela if they feel unsafe and vulnerable, but team members are trained to know the signs of when a student might need our help, and how to intervene safely. 

“I think the care and support we receive is amazing. The staff genuinely care about the residents. They put a lot of effort into events and making sure the place is safe for us. We have Ask Angela, and all guests need to be signed in – it feels really safe and secure here.” 

For the 26/27 academic year, we’ll be integrating Quick Start Guides into the app – previously a printed-out guide, unique to each property given to residents at check-in. They help students settle into independent living – giving tips on their local GP and dentist, local shops, transport and more. 

We’re committed to enhancing the resident experience – evolving it alongside the needs of students and the sector. Through innovative technology, robust wellbeing frameworks, and vibrant community initiatives, we have created an environment where support, safety, and connection are at the heart of daily life.  

By building stronger communities we can empower every resident to thrive throughout their university journey.