DMU presentation LB v4

Unite StudentsDecember 2018

A Bit About uSClick here to watch the video 2

A Bit About uS- UK’s largest and most established manager and developer of purpose-built student accommodation- 50,000 beds in 120 properties across 22 locations- 7 new schemes opened September 2018- Unite works with more than 60 Higher Education Institutions- 60% of portfolio held by Universities in partnership with Unite Students About uS Unite Students Overview

Our Purpose 4

What its like to go to university- The Emotional JourneyWhich of the following describes How happy did you feelyour emotions about going to yesterday? (high scorers)university? 40 Total 30 populationExcited 81% 20 16-19 populationAnxious 61% 10 Applicants Ready 45% 0Worried 39% How anxious did you feelWell-… 33% yesterday? (low scorers) Support… 30% 60 TotalImpatient 27% populationRelaxed 19% 40 16-19Unprep… 17% population 20 Applicants 0

What its like to go to University- Social IntegrationWhere do you think you will How prepared do you feelmake most of your friends to make friends at universitywhile at university?On my course 34% 43% 26% 28% 23% 27% 7% In my 32% Completely Somewhataccommodation 40% prepared unprepared 45% Through 18% How prepared do you feel to liveclubs/societies 20% with people you’ve not met 13% before? 35% 31%Through social 15% All 18% 16% activities 14% 13% Completely Somewhat prepared unprepared 1%Other 1% 1%

The Leap – Facts and Figures 7

The Student Journey 8

How we look after our students?Student-to-student support The main purpose of a Student Ambassador is to support students with settling in, integration intoStudent Ambassador Programme their new community and orientation with their new surroundings. They do this by:OverviewThe student ambassador programme has 1. Supporting new arrivals over check-in andbeen developed to meet the needs of our answering any questions they or their parentscustomers, specifically to help new arrivals may havetransition into life at university and reassurethem as they settle in. We know students are 2. Designing and hosting welcome events tomore likely to relate to other students. encourage students to get to know their neighboursWe recruit students living with Unite Studentsto become Student Ambassadors. 3. Hosting city tours to introduce new arrivals to their new home and cityA student Ambassador helps during checkin periods, helping new arrivals settle in and Student Ambassadors continue to design andget familiar with their new surroundings. They host events throughout the year and may assist atencourage others to get involved and are university and property open days.there to help answer any questions newstudents may have around living with UniteStudents, the city and the surroundings oranything to do with studying.The Student Ambassador programme alsoprovide opportunities for those living withUnite to gain new skills, therefore enhancingtheir employability skills.

How we look after our students?Student-to-student support Support and Guidance The Student Ambassador Guru’s areStudent Ambassador Programme appointed in each city to recruit, train and support the Student Ambassadors inStructure their city. Typically, the Guru’s are ServiceThe model is broadly based on 1 Student and Sales Advisors.Ambassador per 200 beds. Typically, wesuggest a minimum of 2 ambassadors per The Guru’s are supported with a wholeproperty. City teams are not limited to the range of tools which can be found onnumber of ambassadors that they can the Student Ambassador intranet page.recruit as the model is based on planned, These have been created to supportnot headcount. Guru’s with managing the programme:We pay Student Ambassadors the paid Recruitmentliving wage via a 3rd party (Rullion). The • Recruitment guidancehours are flexible allowing ambassadors to • Promotional material templatespick and choose the events around their • Online HireView interview systemavailability and those that they have a • Rejection/acceptance emailparticular interest in. templatesExpected activities are plannedthroughout the calendar year and an Trainingexpected number of ambassadors per • Train the trainer guideevent is assigned. This allows us to • Training workshop materialestimate the average cost per • E-learning – this covers basic thingsambassador per year. ambassadors need to know such asTypically, a Student Ambassador (per 200 how to get paidbeds) costs £700 per annum (£800 inLondon). Day-to-day management • Student Ambassador GuideNB. This includes all related costs such as • SAMS (Student Ambassador3rd party management (Rullion), uniforms,etc. Management System) – where Guru’s can create jobs for Student Ambassadors to sign up to • Budget calculator • Uniforms which can be ordered through our official supplier United

How we look after our students?Student-to-student supportStudent Ambassador Programme – video Click here to watch the video

How we look after our students?Student welfare – proactive supportSummaryOverviewUnite students puts the wellbeing ofstudents at the heart of itsoperation. Our proactive studentengagement is embedded andconsistent across the business andstudents have access to a bank ofengaging content via TheCommon Room and MyUnite and aprogramme of events.All city team employees have hadActive Listening training. Studentreceive bespoke signposting,including to local or nationalNightline services, in their propertyto support at their University or inthe community.

How we look after our students?Student welfare – proactive supportActive Listening & effective signpostingOverviewFrontline staff are provided with training specifically focussed on identifying occasions whenstudents may need support and providing them with the tools to effectively signpost thecustomer to the relevant area of support.The training provide staff with specific skills that they may need when dealing with students.These include;- Paraphrasing – staff are trained to be able to communicate, as briefly as possible, their understanding of the most important content details of what the speaker has expressed, and re-expressing them in their own words, rather than the speaker’s.- Reflection of feelings – Staff are able to provide a response that demonstrates they have accurately perceived what the student is feeling now and why she/he feels that way.- Summarising – Staff are trained to summarise and draw together the main points of a number of statements that have been expressed; picking out the salient points and important things the student has been talking about and presenting this as an overview of what has been said.Staff are trained to signpost students to the most appropriate area for support. Staff areencouraged to help students consider their options to resolve a problem, and where theymight get assistance if they are unable to resolve an issue by themselves. We help the studentto make their own decisions and take their own actions. Staff are trained to follow a multi-stage process.1. Grasp the story - clearly understand the situation and who is involved and identify any riskto the student or other students, e.g. physical or psychological.2. Clarify the problem - assist the student to gain clarity when their story is confusing or thestudent is struggling to work out what the central problem is.3. Consider the options - help the student consider the options to resolve their problem and todecide if they can help in the moment or if other Unite staff need to be aware of thesituation.4. Decide the Actions - The aim is for the student to decide the next step –what actions totake and who to contact if necessary. For you to explain to the student what happens next ifUnite need to be involved.

How we look after our students?Student welfare – proactive supportThe Common RoomOverviewThe Common Room is a website containing articles, videos and features. Articlesfeature a range of topics from student living to studying and careers to moneymatters to food & drink. A specific focus of the Common Room is on health &wellbeing, offering advice on fire safety to alcohol to staying safe.The Common Room helps students through university life, so they can achieve theiracademic goals and prepare for their careers. With articles written by professionalwriters and a network of student journalists living with uS, readers get a healthy mix ofpeer-to-peer support and guidance based on experience and perspective.Common Room readers are first-year university students with questions about physicaland mental health, study and career planning, food and cooking, money andbudgeting, and living in shared housing.They’re also final year A-Level students, second and third year undergraduates,parents, and postgraduate students of all ages. What they all have in common is theneed to know more about university life. With articles published daily throughout theweek, the Common Room offers the support students need in an accessible andengaging way.

How we look after our students?Student welfare - responseNightline supportOverviewNightline is a nationwide, free, andconfidential listening service run bytrained student volunteers for otherstudents. Local services operateacross the country and lines areopen through the night during termtime - usually from 8pm until 8am.Students can call anonymously andtalk about whatever issues areworrying them, and most Nightlinesoffer a text and email service as well.If a local service is unavailablestudents can still talk to somebodyby calling London Nightline.Students living in Unite properties areable to access Nightline via theMyUnite app.

How we look after our students?Student welfare - responseWelfare SupportOverviewWe employ Welfare Leads in each of our cities. They are responsible for the co-ordination of student welfare cases. The Welfare Leads, and their Managers,have all gained the Mental Health First Aid (MHFA) accreditation.City teams assess the risk of each individual case and use an establishedframework to take action or escalate to relevant internal or external expertise.Our team of Regional Student Services Managers are experts in managingescalated welfare cases. This includes responsibility for safeguarding withinUnite Students, managing major or complex incidences, providing coachingand expert guidance to city teams and working across departments withinUnite Students and relevant bodies across the HE sector.Unite Students complies with GDPR legislation surrounding studentconfidentiality and disclosure.

How we look after our students?Behaviour ManagementOverviewAccident & Incident ReportingAll welfare, behaviour and safetyrelated incidences are loggedcentrally on a case managementsystem. This provides a centralrepository of all incidences acrossUnite Students. Cases are triagedand assigned to the relevant subjectmatter expert.Behaviour ManagementUnite Students has documentedpolicies and procedures relating tobehaviour management. Thisincludes managing noise, anti-socialbehaviour, smoking and drugs,student damage and cleanliness.

How we look after our students?Safe and secureOverview24/7 Emergency Control Centre Secure PremisesUnite Students operates an Emergency Control All Unite Students Premises offer secure access toCentre 24hrs a day, 365 days a year. The Control properties, blocks, flats and rooms. If a student isCentre provides central support to more than locked out or loses their key they are able to notify50,000 students, in135 properties across 23 cities. the Emergency Control Centre simply by raising a “lock out” notification via the MyUnite app.The Centre acts as a central point of contacthelping students with dealing with day-to-day The Emergency Control Centre will despatch aissues from checking in to getting locked out to member of the service & safety team who willreporting maintenance issues. check the student credentials (to ensure that they are letting the right people in) and, whereThe Centre also acts as the primary point of required, provide them with a new key.contact for major incidents, monitoring all alarmsystems and will liaise closely with local emergency Call points in premisesservices when necessary. Unite Students has an All of our properties contain call points. Call pointsestablished escalation process for the are devices installed in the reception area of ourmanagement of all types of major incidents. properties that allow students to be able to speak to a member of the Emergency Control CentreThe Centre works alongside the on-site the service any time of the day – this is particularly usefuland safety teams and is able to deploy on-call when they are locked out and they may have lostmaintenance teams. their phone or run out of credit.24 hour service and safetyEach city deploys day time staff and out of hourssafety teams, providing a 24 hour level of supportfor students living with Unite Students. Staff arespecifically trained on being able to respond toany type of incident be it minor or major. Thisincludes being able to respond a range of welfarerelated incidents.

The MyUnite App – staying connected 19

The MyUnite AppClick here to watch the video 20

The MyUnite AppClick here to watch the video 21

The MyUnite AppClick here to watch the video 22

The MyUnite AppClick here to watch the video 23

The MyUnite App Click here to watch the videoClick here to watch the video 24

The Common Room in numbers22StudentBloggers &Vloggers149,302UniqueVisitorsClick here to visit the Common Room

Resi Life Package A friendly on-site team with 24 hour cover  Reception team  Maintenance Team  Out of hours Service and Safety team  Housekeeping team  Welfare Leads  Management Team Lock-outs On-site Common Study areas Parcels Laundry Rooms SustainabilitSocial Events Safety Wellbeing y campaigns activities campaigns Fortnightly kitchen Charity & Welcome cleans Volunteering events 26

Summary of Utilities &Environment StrategyDecember 2018

Being a responsible and sustainable business• At Unite Students, our purpose is to help students live, grow and succeed at university an beyond. We call this “Home for Success”• Being a responsible and sustainable business is an important part of this, and we call our approach to this “Up to uS”• Up to uS includes four objectives: • Reduce our Environmental impact • Deliver positive social impact for young people and the communities we operate in • Create a diverse and engaged team • Look after the interests of our customers, partners and investorsMore details and an introductory video can be found on ourwebsite here 28

Being a responsible and sustainable business 29

Our Up to uS Targets • 50% cut in carbon emissions per bed by 2025, compared to 2014, in line with Science Based Carbon Targets • 20% reduction in energy per bed by 2025, compared to 2014 • Zero waste to landfill by 2025

Our Up to uS Targets • Help over 90% of Unite Foundation scholars successfully complete their degree by 2021 • Further enhance our interaction with local communities and charity through continued strategic growth of partnerships and specific projects. • Achieve a 35% participation rate in our employee volunteering scheme by 2020, supported by a comprehensive offer of student volunteering opportunities. • Achieve BITC Community Mark accreditation by 2021

Our Up to uS Targets• 50/50 gender split for senior managers by 2019• Support minority and under-represented groups through ongoing development of the Diversity in Action Group, Women’s Network• Aim for external accreditation of various bodies - Level 3 (Leader) of the Disability Confident scheme, improved Stonewall Workplace Equality Index rating, and Britain’s Healthiest Workplace (BITC)• Maintain living wage accreditation

Our Up to uS Targets • Continual improvement of our ESG rating • Maintain FTSE4Good listing • Maintain GRESB Greenstar rating • Disclose in line with GRI Standards

Reducing our Environmental ImpactOur in house Utilities & Environment Team coordinates and leads action in this area:Our Utilities & Environment Strategy sets our approach… 34

Utilities and Environment Strategy Overview This is how we reduce our most significant environmental impacts: using GOODMANAGEMENT of utilities, promoting and encouraging RESPONSIBLE BEHAVIOUR among building users (reducing demand), and creating EFFICIENT BUIDLINGS (reducing wastage)

Utilities and Environment Strategy Themes: This is all about how we measure, manage, report and improve our energy and water use and wider environmental performance, including activity such as: • Utilities supplier tenders and selection, and energy/water purchasing and hedging • Bill processing and validation, and monthly accruals • Annual and quarterly budget setting • Calculation and third party verification of energy and carbon data for mandatory and voluntary reporting • Environmental, Social & Governance reporting and disclosure • Demand Side Response programme participation and peak avoidance (DUoS Red Band and TRIAD charges) • Onsite energy generation and storage • Long term renewable energy supply strategy • Risk and opportunity management • Compliance with relevant regulations • Supporting Asset Management Strategy to deliver performance improvements • Supporting Development to optimise new builds

Utilities and Environment Strategy Themes: This is all about helping our students and employees reduce their energy and water use, and adopt responsible and sustainable habits. • Uses a wide range of channels to inform and engage students on sustainable living • Includes the NUS “Positive Impact” programme • Different national campaigns each term • The DoNation programme • Targeted feedback to help engage students

Utilities and Environment Strategy Themes: • We have completed detailed energy surveys of every single property, and produced individual “Property Level Plans” setting out out all the energy, water, and waste improvement opportunities in each site. • These are grouped as either: • Central Projects: rolled out nationally • Embedded projects: improvements to be included in future refurbishments or improvement works • Local measures: improvements, changes and ways of working our employees need to implement locally to support energy and water efficiency • Our Innovation Programme which identifies, trials and validates new solutions for future deployment, including membership of the Innovation Gateway • Making sure that our new developments are sustainable and support our approach.

What have we done? • We have invested over £21m installing LED lighting and controls to our properties, delivering huge energy, carbon and waste savings, and huge improvements in lighting • Our in house team have undertaken detailed energy and water efficiency audits of every single property, and used this data to produced bespoke property-level plans which we are implementing as part of our 5-year energy efficiency programme • We have optimised existing bedroom heating controllers, balancing comfort with efficiency • Since May 2017 we have purchased only 100% certified (REGO backed) renewable electricity 39

What have we done? • We are working to upgrade heating controllers with a brand new state of the art networked system using the internet of things. We’ve completed 10 properties in 2018, with a further 20 planned for 2019 • We have retrofitted high performance air-source heat pumps to four properties to provide hot water • We have installed almost 200kWpeak of solar PV panels in 12 months£ • We have allocated over £10m for energy and water efficiency improvements during 2018 and 2019, to help deliver our ambitious Up to uS energy and carbon targets 40

What have we achieved?• Our ongoing energy 19% 24% efficiency programme has kWh/bed kWh/m2 delivered significant vs 2014 vs 2014 electricity savings• In 2018 alone we • saved a further 9,000MWh of electricity, equivalent to 2,000 UK households • 15,000m3 water equivalent to 6 Olympic swimming pools• This has contributed to a substantial reduction in our carbon emissions 41

What have we achieved?• Engagement among our employees and students has gone from strength to strength, with a growing proportion of our City Teams earning a “Gold” Green Impact award every year, and record levels of participation recognised by the NUS. 42

What have we achieved?• Analysts and ratings agencies have recognised our progress with the award of high Environmental Social and Governance (ESG) ratings• We are listed on the FTSE4Good index, and have received a Green Star designation from the Global Real Estate Sustainability Benchmark (GRESB) for the last 5 years 43

What have we achieved?Recognition in key industry awards• 2016 Energy Awards, Highly Commended, Behavioural Change/Employee Engagement category• 2017 Energy Awards, Winner, Behavioural Change/Employee Engagement category• 2018 EDIE Sustainability Leaders Awards, Highly Commended, Employee Engagement & Behaviour Change category• 2019 EDIE Sustainability Leaders Awards, Finalist, Energy Management Leader of the Year category 44

And Finally……Click here to watch the video 45