Annual Review - Campus Living Villages

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2 2 Campus Living Villages Operational highlights Head office Wellington, New Zealand Date of entry into market 2005—Massey University 1 4 11 % *Janet Thompson was appointed acting CEO of New Zealand on August 20 2010 while Tom Gregg supports key projects for CLV US. Tom remains Managing Director of CLV NZ. new zealand Number of owned properties Number of managed properties % of portfolio by number of owned and managed beds Janet Thompson Acting CEO New Zealand * Campus Living Villages’ New Zealand operations (CLV NZ) had a productive year working in partnership with the University of Canterbury, Massey University and Victoria University of Wellington, three of New Zealand’s key universities. The business continued to perform well, achieving strong occupancy and high levels of resident satisfaction at all properties. While bed growth remained static in the 09/10 financial year, relationships continued to develop with both current and prospective tertiary partners. In August 2009, CLV NZ finalised the move of its Head Office from Christchurch to Wellington to increase ease of access to partners throughout the country. Temporary offices were utilised during the transition period, with permanent offices now secured for the 10/11 financial year. Occupancy Overall, occupancy across CLV NZ properties remained strong, with 100% achieved at three managed locations and budget exceeded at Massey University. UC Accommodation Student Village experienced occupancy challenges due to restructuring at the site and external issues affecting international enrolments. However, the Village is now well positioned for the 2011 academic year with a strong team in place, a well-articulated marketing strategy and a focus on delivering excellence in customer service. Financial overview By maintaining accommodation revenue and reducing operating costs, CLV NZ increased net profit on operating activities (before tax) by 5.8% compared to last year’s figure. Residential life The Live, Learn, Grow program was successfully implemented across CLV NZ with immediate and significant benefits, including an increase in resident satisfaction levels. Facebook emerged as a key communication tool between village staff and residents and this social networking presence will continue to be developed.
Annual Review 09/ 10 2 3 New Zealand UC Accommodation Student Village University of Canterbury CLV NZ prides itself on fostering social conscience among residents and supporting the local community, key aspects of the residential life program’s Grow element. Just before Christmas 2009, students at UC Accommodation Student Village presented Christchurch Hospital’s children’s ward with a cheque for NZ $5,000— the amount that students living at University Hall, Ilam Apartments and Sonoda had been fined for misdemeanors. The children’s ward used the money to buy approximately 2,000 books to make educational packs for patients aged between one and seven years old. The hospital, which relies on the generosity of groups and organisations to continue supplying the packs, had almost run out of books at the time they received the donation. General Manager of UC Accommodation, Darel Hall, says, “The educational use of the money seemed appropriate for a donation from students… The charity donation speaks to a higher moral purpose and sense of duty to others in society.” Resident satisfaction The annual resident survey achieved a 60% response rate and showed positive overall improvements in comparison to last year’s results. Catering and safety achieved the most significant improvements at 65% and 83% satisfaction respectively, compared to 57% and 76% in the previous year. Communication was also rated highly at 74%, which can be directly attributed to the effective use of Facebook and other social networking media. Satisfaction with residential activities increased to 73%, largely due to the rollout of the new residential life program. Overall, resident satisfaction improved from 74% in 2009 to 79% in 2010. Development Opportunities continue to emerge for CLV NZ to assist partner tertiary institutions, with discussions underway with a number of prospective partners in the New Zealand market. CLV NZ is working towards a unique ‘virtual village’ management concept to deliver an effective but affordable operational model in response to market demand for smaller villages in the region. Under this model, all administrative and accounting support will be delivered at a central location that services other operations, while a live-in manager and residential staff will focus on stakeholder relationships, delivering the Live, Learn, Grow program, operations and customer service. This approach will allow CLV NZ to support smaller operations and provide a product relevant to the polytechnic and regional markets. CLV NZ is looking forward to piloting this model in the near future. Qualmark rating To ensure ongoing benchmarking of accommodation quality, UC Accommodation Student Village and Massey University accommodation were Qualmark assessed for a second year running. It was particularly pleasing to achieve the Enviro-Silver Qualmark rating, as well as the same or improved ratings as last year. The Enviro-rating system assesses the business’ commitment to environmental sustainability and recognises businesses that work to reduce their environmental impact. Systems Enhancing the efficiency and effectiveness of CLV NZ’s operations is a key focus for the business. As part of a global initiative, CLV NZ evaluated two resident management systems, with the preferred system to be implemented in time for the 2011 residential offers in September/October 2010. The selected system is expected to significantly enhance reporting, ease national consolidation and simplify operations. Web-based financial, payroll and resident management systems have also been implemented across CLV NZ, allowing access from anywhere in the country and streamlining information technology requirements. Staff CLV NZ has been confirmed as an Approved Training Organisation (ATO) by the NZ Institute of Chartered Accountants, a position that will help the business recruit and retain quality accounting staff. Derek Anderton, Financial Controller for CLV NZ, was a key driver of the application process, which included offering staff development resources, practical experience in accounting and access to mentors within or outside the organisation. CLV NZ now has a competitive advantage over other employers, with only 270 ATOs operating in the same employment markets.
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Page 3 and 4: Annual Review 09/ 10 3 Contents UNS
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Page 9 and 10: Annual Review 09/ 10 9 The board Wa
Page 11 and 12: Annual Review 09/ 10 1 1 The execut
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Page 19 and 20: Annual Review 09/ 10 1 9 United Sta
Page 21: Annual Review 09/ 10 2 1 Australia
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Page 27 and 28: Kelvin Grove Student Village Brisba

Annual Review - Campus Living Villages

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