Residential Services ANNUAL REPORT â€˘ 2013/14
INTRODUCTION FROM IAN SPENCER, DIRECTOR OF RESIDENTIAL SERVICES This annual report sets out our progress against the six strategic priorities in the Residential Services Strategic Plan 2012-2017:
re-launched in April 2014 via the www.lsestudentpad.co.uk platform, an important development in our service and offerings to students seeking private rented accommodation.
Over 1,300 students now live in our catered accommodation and we have had good feedback about the positive difference this has made to the communities within these halls. Our catering staff cooked over 213,000 meals over the course of the year and on behalf of our students, a big thank you to our catering teams for your efforts.
Across all our residences we accommodated 3,962 students in 2013/14, our highest number of bed spaces to date. We were very proud to see the opening of our newest hall of residence at Kings Cross. Urbanest opened the doors to 290 students in a new purpose built residence. Popular with our graduate students the residence was fully booked by 1 September 2013 and we took an additional 56 studios with Urbanest to meet the extra demand. Another key highlight for us was the reorganisation of the Accommodation Office which moved to a new location in the Saw Swee Hock building and was renamed to the “Residential Services Office.” In response to feedback from students our private housing service was
A further highlight of the year were some of the results in our annual student satisfaction survey. A record response rate achieved 2,353 responses equivalent to 54.1 per cent participation rate, which was an 81 per cent overall increase in responses on the 2012/13 survey. • 86 per cent of students said they would recommend to others • 7 4 per cent of students living in LSE residences said they were good value for money Our 31 week contract halls received the best value for money scores. When asked “does your hall deliver value for money” 91 per cent of Carr-Saunders Hall, 89 per cent of Rosebery Hall and 88 per cent of Passfield Hall respondents agreed.
Income generated in the year was ÂŁ31.2m, an increase of ÂŁ1.8m (6 per cent) over the previous year. This was due principally to a growth in lettings for commercial vacation guests (ÂŁ5.3m), and to a rise in the number of students staying with us for 40 weeks as opposed to 31 weeks. We completed the installation of WiFi in our directly managed halls with service provider, StudentCom. The lack of WiFi provision was the one piece of significant dissatisfaction from our students. This development was well received by our students and vacation guests alike. We provided employment opportunities to approximately 70 LSE students over the course of the year from residence assistants, sales assistants, IT advisors and sub-wardens. With the assistance of elected hall committees we are able to build a truly inclusive and vibrant LSE community.
Despite challenges with our waste collection, we still managed to collect 8.5 tonnes of material during the end of term Re-Use. Of this 89 per cent was Re-used, 5 per cent Recycled and 6 per cent converted Waste to Energy equating to 108,043kg (108 tonnes) of carbon dioxide diverted. Congratulations to our Green Impact teams too who picked up nine Green Impact awards at the Celebration of Sustainability in May. I hope you enjoy reading the report and that you find it informative. Please do not hesitate to contact me directly if you have any questions or indeed have any suggestions for improvements. Ian Spencer Telephone: 020 7955 7083
STRATEGIC PRIORITY 1: RESIDENTIAL LIFE Develop a Residential Life programme to provide a visible, responsive and supportive residential environment and assist the personal development of students. Peer Support The Peer Support scheme has been running for three years and is managed by the LSE Counselling Service. There were 21 trained Peer Supporters in 2013/14. Volunteers are trained in listening, questioning and in responding skills to ensure they are able to help other students reach their own solutions. Peer Supporters can be contacted by any student regardless of their year of study, whether they are living in a hall of residence or in private accommodation.
Supporters at the 2013/14 Graduation, saying “You do a really excellent job, and I sleep a lot better at night knowing that there are three fantastic Peer Supporters in the hall and many more great Peer Supporters across LSE”.
Students are encouraged to contact Peer Supporters informally and confidentially. Peer Supporters advise where else in the School students might go for help and support, often referring on to the Financial Support Office, Warden’s Team, Disability and Wellbeing Service, Counselling Service and the Dean’s Office. As a result, Wardens in the halls report that Peer Supporters enhance the feeling of safety and security in our residences. Richard Perkins, Associate Professor in LSE’s Department of Geography and Environment and the Warden in Passfield Hall, thanked the Peer
Our 2013/14 Peer Supporters at their Graduation
Chow Down 2014 In 2013/14 1,323 students across four halls in Carr-Saunders Hall, Passfield Hall, Rosebery Hall and Bankside House dined together for an evening meal. Communal dining in these predominately under-gradate halls adds significantly to the social experience. In order to connect senior members of the School with the residential experience, “Chow Downs” were organised during Michaelmas and Lent Terms to unite Governors and senior staff from across LSE with student communities. 13 visits in total were made over the year.
The School’s Director, Professor Craig Calhoun visited Bankside House and Passfield Hall for the Chow Downs and said “I’ve left every such visit feeling renewed enthusiasm and energy”.
Residences Ambassadors Scheme The Residences Ambassadors Scheme was introduced to improve the experience of LSE students living in intercollegiate accommodation. A team of six “University of London Residences Ambassadors” were recruited to help connect LSE’s intercollegiate residents to the School and to each other. The Ambassadors are a team of undergraduate students with experience of living in either LSE or University of London accommodation. Indications are that this programme has made a positive impact. Their Facebook group had nearly 170 members (which is equivalent to 46.4 per cent of students living in intercollegiate halls) and remained active into the term, with over 100 students attending an event on the first night. Attendance at subsequent events remained high and intercollegiate residents were represented at LSESU RAG’s “Battle of the Halls” for the very first time: an encouraging sign that intercollegiate halls are becoming more engaged with the wider LSE community.
Bankside House welcomes the Director, Professor Craig Calhoun to their Chow Down event.
The Student Hall Committee
The Student Hall Committee is an elected group of residents present in each hall. Each committee consists of a president, secretary and treasurer who may be assisted by an events, wellbeing, international or postgraduate officer and others, depending on the individual hall. They meet regularly to plan events and decide how to spend the common room fee. Elections take place within the first few weeks of the Michaelmas term and every resident is eligible to stand. Student Hall Committees help spread messages within hall communities around environmental initiatives and wellbeing campaigns and engage groups of students who may not initially get involved with the hall community.
• H igh Holborn offering a series of different events during morning, noon and night sessions throughout the week
To assist Committees settle into their role and more fully understand the part they play in building community life, our Residential Life team have put together a Hall Committee Handbook. The Handbook contains useful information, advice, ideas and key contacts to help Committees succeed.
Orientation Events Halls Committees in each hall organised Orientation activities to coincide with the campus based Orientation 2013 programme. Plans were collated and sent to students in advance as part of a series of countdown welcome emails.
• H alls linking with each other and encouraging residents to get involved with on campus activities • R est days factored into the events programmes to give students some relaxation time • Traditional cream tea and welcome meeting at Sidney Webb • B utler’s Wharf “Flat Night In” event, encouraging students to stay in and get to know their flatmates with a chance to win a competition • C olour coded events programmes showing which event was being run by which team, as well as which events were free and which were paid for.
Passfield Hall welcomes new residents to Orientation Week
STRATEGIC PRIORITY 2: INCREASE PROVISION Increase provision to allow guaranteed accommodation to be offered to each new full-time student in their first year at the School. Residential Services processed 6,446 applications for accommodation in 2013/14, offering spaces to 4,158 students and finally accommodating 3,962 students.
Table 1: Residential Services Applications, Offers & Allocations 2013/14 table
1st year undergraduate
1st year postgraduate
In our continuing commitment to guarantee an offer of accommodation to each new full-time student to the School in their first year, Residential Services signed a nominations agreement with Urbanest for a new 484 bed residence at Westminster Bridge Place. This exciting new development is due to open doors to our fresh intake of students in summer 2015. Situated in a great central location opposite the Palace of Westminster and the bridge the residence boasts a stimulating environment with on-site facilities including a gym and 18m swimming pool. UNITE Stratford ONE is a brand new hall in the heart of Stratford. Positioned within the Olympic Park, it is situated approximately 30 minutes travelling time from the School on London underground. Residential Services have secured places within Stratford ONE for the 2014/15 academic year where LSE students will be able to enjoy panoramic views of London from the roof terraces.
Urbanest Westminster Bridge Place
STRATEGIC PRIORITY 3: SERVICE Deliver a highly effective service to the School, offering excellent value for money to students and the School. Residential Services Office move to Saw Swee Hock Student Centre In January 2014 the Residential Services Office settled in to their new home on the 3rd floor of the Saw Swee Hock Student Centre. Privileged to be part of an award winning building, we took the opportunity to refresh and review our services to students. The team was restructured and with a new manager, Hannah Kearns, the team now includes a dedicated member of staff focusing on supporting students in their private housing search: Trevor Murtagh is on hand to offer advice, guidance and support.
Residential Services Office staff settle into their new home in the Saw Swee Hock Student Centre
In our 2013/14 student survey respondents told us “On average, over 70 per cent rated their satisfaction with the accommodation services visit as ‘very’ to ‘highly satisfying’”. Hannah and her team are committed to improving this score in future years.
LSEStudentpad The Residential Services Office launched a new private housing service in April 2014 via the www.lsestudentpad.co.uk platform. LSEStudentpad now offers the following improved services: • Landlords and Agents can self-register and submit/edit their own advert • Property adverts are displayed in a more user friendly format • A branded service easily identifiable as an integral part of private housing support • A more refined search function in response to student feedback • Promotes more interactivity between landlords and students • Features online message boards with regular traffic and vetting • A reviewed Landlord/Agent Code of Conduct in partnership with the LSESU • Ability to send mailshots to all Landlords or Students
The Residential Services Office worked closely with the LSESU to set up this new service. In turn the LSESU have been very proactive in advertising LSEStudentpad to all students and in trying to find new landlords and properties. To date, over 50 properties have been advertised from a collection of nearly 60 landlords and agents. Future plans for the Private Housing Service include: • M ore active marketing to promote the service to new landlords and agents
Dining together Students’ dining together in their hall of residence is central to building better communities. Over 1,300 students live in our catered halls. The shared dining service enhances a sense of “home” to our residents and affords a daily opportunity for students to socialise with each other. LSE residences provided a total of 213,182 inclusive meals, broken down by residence as follows: Bankside House:
Passfield Hall: Rosebery Hall:
• P romotion of earlier registration for continuing students through the termly Housing Talks in Halls • M onthly mail shots with any news or updates from the private housing sector • D evelopment of more detailed information of areas within London in collaboration with the LSESU Rosebery Hall students enjoying a meal together.
Student Accommodation Survey 2013/14 The annual Residential Services Student Accommodation Survey is the barometer by which we judge how well we are doing. The results allow us to determine trends and identify those areas in which we exceed expectations as well as any areas in need of improvement. We are proud of the following highlight results that stand out from the 2013/14 Student Accommodation Survey: • R ecord response rate achieved of 2,353 responses equivalent to 54.1per cent participation, which was an 81 per cent overall increase in responses on the 2012/13 survey • 86 per cent of students said they would recommend to others • 7 4 per cent of students living in LSE residences said they were good value for money Our 31 week contract halls received the best value for money scores: When asked “does your hall deliver value for money” 91 per cent of Carr Saunders Hall, 89 per cent of Rosebery Hall and 88 per cent of Passfield Hall respondents agreed.
A full report on the 2013/14 Student Accommodation Survey is available here: lse.ac.uk/residentialServicesStudentSatisfactionSurvey2013-14
Your Hall Your Call The LSESU Community and Welfare Officer, together with other LSESU staff members visited 11 LSE halls of residence to gather student opinions on their university provided accommodation. Residential Services worked with the SU to respond to feedback from the annual “Your Hall Your Call” meetings, which resulted in 18 recommendations on how to improve the services and facilities we offer. These recommendations, together with detailed responses from the Residences Management Committee are available here lse.ac.uk/ yourHallYourCall
Table 2: Value for money table from Student Accommodation Survey 2013/14 Do you think you residence offers good value for money?
Would you recommend your residence to other students at LSE?
Response rates by hall
Carr Saunders Hall
High Holborn Residence
Lilian Knowles House
urbanest Kingâ€™s Cross
Residential Services Complaints 2013/14
360 degree Virtual Tours
During 2013/14, Residential Services staff recorded and responded to 206 complaints across the Division. Of the 206 recorded complaints, 145 were stage 1 complaints which were resolved locally.
We worked closely with Web Services to provide a better way for prospective and current students to view and compare halls of residence online. Together we have created virtual 360 degree tours of the LSE halls of residence. Take a look here lse.ac.uk/hallsvirtualtours
In response to the feedback received for 2013/14 and previous years, we have made a number of improvements including; renewing launderette machines and purchasing mattresses with a higher specification. Our single biggest source of negative feedback was the lack of WiFi provision in our halls. We were pleased that in 2013/14 we completed the provision of WiFi to all halls, using our WiFi provider, StudentCom. These improvements have all contributed to a reduction in the number of complaints received for these areas. All of our staff have taken part in a Customer Service Training programme which has contributed to there being only two complaints relating to Customer Service for 2013/14. Feedback from our customers is important to us and we continue to seek feedback for the service we provide from our complaints process and satisfaction surveys.
Refurbishment programme at Rosebery Hall At Rosebery Hall we improved the student reception area and configured former staff offices into four new student rooms. This added an extra five bed spaces in the hall which were crafted from the newly reconfigured space. Here are some before and after photos of room 219, previously a music room and luggage store, now transformed into a gorgeous student twin room.
Rosebery Hall room before and after
In Myddelton wing, bathrooms were redesigned with eco-friendly features and renovated to high standards: sensor-activated lights switch off automatically when the bathrooms are not in use and self-closing shower mixer taps avoid water wastage by only running for a specific amount of time before automatically shutting off.
Rosebery Hall refurbished showers
STRATEGIC PRIORITY 4: FINANCIAL SUSTAINABILITY Ensure financial sustainability and look for ways in which to continue to expand the revenue base and to deliver a surplus over expenditure. Income generated in the year 2013/14 was £31.2m, an increase of £1.8m (6 per cent) over 2012/13. This was due partly to an increase in the number of 40 week contracts taken up in response to student demand but also to sales of £5.3m from commercial guests and educational groups. July 2014 income reported our best trading month ever at £4.4m. A contribution towards the capital charge is paid by the Division to the School for those halls which are owned by the School and for which no commercial rent is paid. Total expenditure was £16.4m, £0.5m lower than budget and £1.0m higher than in 2012/13. Significant investment in improving services to students was made including refurbishment of rooms and completing WiFi installation across the residences portfolio. Investment in long term maintenance and refurbishment was £4.3m; an increase of £0.7m (20 per cent) over 2012/13. This included significant spend at High Holborn Residence, Butler’s Wharf, Grosvenor House and Passfield Hall.
Figure 1: Residential Services Income by Type 2013/14 illustration Other income 2% Staff accommodation 2%
Educational groups 2% Vacation students 2%
Summer Schools 13%
Commercial guests 16%
Term students 64%
Vacation trading Our commercial trading operation during vacations continued to grow with the following notable headlines.
We have been successful in attracting increased Group business in line with our strategy to expand in this area. We have also encouraged moving more of our educational groups into the August and September trading periods which are traditionally more difficult slots to sell to individual guests.
Summer School increased their room allocation in 2014, which meant less availability for our commercial guests and educational groups. However, commercial sales remained strong in each vacation trading period and we have been particularly successful in yielding rates according to demand.
Table 3: Vacations market trading segment results 2013/14 Market segments ÂŁk
Income has grown between 6 per cent and 10 per cent in each of the last six years; a total increase of 70 per cent since 2006/07 financial year.
In the seven financial years since 2006/07, Residential Services has delivered to target of becoming “sustainably self-financing”.
Student term rents have grown broadly in line with inflation. Additional growth relates to increases in occupancy and rates in vacation periods and student contracts in some halls becoming food inclusive.
Figure 3: Residential Services Surplus/Deficit 2,500
Figure 2: Income Growth %
The Division has produced a financial surplus in each of these years, whilst providing a good mix of affordable accommodation. We have made substantial investment in Long Term Maintenance.
A key focus for the coming year is to produce a detailed long term plan for cyclical refurbishment works for the halls, whilst ensuring continuation of financial sustainability and room availability for students.
Figure 4: Residential Services Long Term Maintenance
Growth in financial surplus After a deficit of ÂŁ760k in 2006/07, a surplus has been achieved for each of the past seven years. The trend has been one of continuous growth. This has been achieved alongside major growth in refurbishment investment at the halls: an excellent result!
% increase over prior year
STRATEGIC PRIORITY 5: WORKFORCE Create and maintain a positive, flexible, high-performing workforce that is capable of change and acts on customer feedback to improve services and their own performance. Residential Services employs over 280 people working in campus locations and across eight halls of residence in a range of roles covering operational front and back of house, catering, sales and marketing, systems, residential life and student services. We are proud to work alongside approximately 70 LSE students who look to support their studies with additional income. Offering an opportunity to gain valuable work experience whilst learning transferable skills in a variety of roles from Sales Advisors in our vacations office, Residential Services Assistants in the Residential Services Office and as Residence Assistants working on the ground out in the residences. Alex with the Vacations Sales and Marketing Team
What Alex said about her time with us:
The Division is pleased to offer work experience to youngsters as they take their first tentative steps into working life. This year we were happy to welcome Alex from the Newport Free Grammar School, who spent a fabulous week with us working alongside staff in the Sales and Marketing Team.
“Overall, I feel that I have learnt a lot about marketing this week and have gained a great insight into the industry. This has made me want to go into this area of work even further! Everyone has been so friendly and made sure that I discovered everything that I wanted to. I’ll be sad to leave!”
Progress from the 2012 staff survey Amongst our achievements in this area we can report the following developments:
management style and effectiveness, as perceived by others. Feedback enabled managers to work with their own managers on individualised learning and development plans, aspiring towards excellence in leadership and management behaviours and skills.
• S taff in Residential Services have piloted the School’s online “Career Development Review” • 3 3 managers have undertaken Conflict Resolution training and we plan to continue rolling this out to new staff each year • 1 12 staff have now undertaken Customer Service Excellence training and this again will be rolled out to new staff each year • O ur Residences Management Team and other managers have undergone 360 appraisals • W e are committed to creating secondment opportunities to help broaden the staff experience
360-degree feedback programme
Successful pilot and introduction of CDR form and review system So far, 61 Residential Services staff have completed a Career Development Review online.
Grapevine Divisional Blog The Residential Services function operates 24 hours a day, 365 days a year. This can make keeping up to date with developments and Divisional initiatives a bit tricky. In the 2013 Staff Survey we promised to focus on communication and making sure everyone is well informed. Our Grapevine Blog has been set up as an online forum to help everyone keep in touch with the latest news and share what’s going on across the Division.
Following the staff survey, an externally led 360-degree feedback programme was set up for all line managers across the Division. The aim was to provide all managers with some valuable insight into their own 20
Global Corporate Challenge Six teams from Residential Services joined colleagues across the School and teams from around the Globe in the Global Corporate Challenge (GCC). Embarking on a 100 day “virtual journey” around the globe, teams of seven were encouraged to look for opportunities throughout the day to get more active, participating in mini-challenges and competitions along the way. Each team member received a pulse accelerometer to track their activity which included walking, running, cycling, swimming and dancing, with every step counting towards the final goal. Following a very enjoyable, sweaty, inspiring and sometimes tiring 100 day Round the World Challenge, all six Residential Services teams who participated were invited to a celebration event in the Saw Swee Hock Venue where they featured heavily in the Awards Ceremony: • F our Residential Services teams were in the LSE top ten, coming in at second, fifth, sixth and ninth place (The notorious Rosebery Striders, Galaxy Trotters, On Top Of The World, and Team Trebert) • Residential Services was the Third Most Active Department
A special thank you to our SU Colleagues
• Ibolya Trebert (Team Trebert) was the Third Most Improved Individual
Ian Spencer, Director of Residential services would like to thank Jay Stoll, SU General Secretary and Anneessa Mahmoud SU Community and Welfare Officer for their support and hard work over 2013/14.
• E lias Daoud (Galaxy Trotters) won the Spirit of the GCC award, grabbing a prize of a limited edition, money can’t buy, green Pulse 21
Rosebery Hall’s Elias Daoud with Andrew Farrell at the Global Corporate Challenge Award Ceremony
STRATEGIC PRIORITY 6: ENVIRONMENTAL AIMS Support the School’s environmental aims, especially a commitment to the School’s carbon management plan. We are committed to continually improving our environmental performance. We do this through the provision of recycling facilities, reuse schemes and raising awareness on waste reduction. We encourage environmentally responsible purchasing practices by staff working in the Division and by students who live in the halls of residence.
Sustainability Champions During the Orientation Event, 28 people signed up as being interested in sustainability. Of these 15 were living in halls of residence and the rest were in private accommodation. During the hall application process, a total of 46 people stated they would be interested in getting involved with sustainability issues.
Student Switch-Off The Student Switch-Off campaign is an energy-saving competition between halls of residence. Halls compete against each other to reduce
their energy usage from the baseline year. Prizes are given out during the year to reward individuals and halls for their contributions. Carr-Saunders Hall was the winning hall this year, rewarded for their efforts with a £250 prize to their common room committee. In total, during the 2013/14 financial year, 59,26kWh were saved during the full occupation months of October, November, February and May: equating to a 4.1 per cent reduction compared to the baseline. This amounts to a financial saving of £4,743 or 29 tonnes of carbon dioxide. 45 students trained as Student Switch-Off Ambassadors, whose task is to spread energy saving behaviour amongst their peers.
End of Term Relove Re-Use Scheme London Reuse Network replaced OFFERS at short notice during the summer of 2014, impacting (along with refurbishment work) on the collection of Re-Use material from the residences.
Despite this increased challenge, a total of 8,521kg (8.5 tonnes) of material was collected during the end of term Re-Use. Of this 89 per cent was Reused, 5 per cent Recycled and 6 per cent converted Waste to Energy. This equated to 108,043kg (108 tonnes) of carbon dioxide diverted.
Green Impact successes Residential Services were presented with a total of nine Green Impact awards at the Celebration of Sustainability held in the Shaw Library on Thursday 22 May 2014, thanks to the fantastic efforts from all the Green Impact teams in Residences for 2013/14.
Butler’s Wharf – Bronze Grosvenor House – Bronze Carr-Saunders Hall picked up an additional certificate, plaque and prize money for the hall which saved the most energy per student as part of the Student Switch-Off competition. Congratulations are also due to Dan Reeves, who won the award for “Best Staff Engagement”. Residential Services Green Mascot “Gerald” also collected a special award for “Staff Engagement”. In addition, Passfield Hall was runner up for “Student Engagement” and for its “Adopt a Plant” scheme throughout the residence.
Rosebery Hall – Platinum Residential Services (Sardinia House Team)
Northumberland House – Gold Carr-Saunders Hall – Gold Passfield Hall – Silver Bankside House – Silver High Holborn Residence
Soil Association “Food for Life Catering Mark” achieved at Bankside House, Carr-Saunders Hall, Passfield Hall and Rosebery Hall John Barratt, Residences Catering Manager and his team worked alongside Catering’s Katerina Kollegaeva and Dan Reeves to achieve a Soil Association “Food for Life Catering Mark Bronze Award” for breakfast and dinner sittings in all four of our catered residences.
The certification scheme is extremely robust and only awarded when applicants can demonstrate the use of fresh, seasonal, local and organic ingredients. Requiring the use of high welfare meat and sustainably sourced fish. This is a great achievement, which supports the sustainably supply chain as well as underpinning healthy eating!
Green Tourism Gold award for Northumberland House LSE Northumberland House was proud to win a Green Tourism Gold Award from the Green Tourism for Business Scheme (GTBS). GTBS is one of the worldâ€™s most credible sustainable tourism awards for tourism which takes into account the needs of the environment, local residents, businesses, and visitors; now and in the future. To attain the award Northumberland House completed a number of green initiatives over a period of two years. Stand out projects were participation in a new recycling project with Westminster Council, installation of energy saving LED lights in student bathrooms and other communal areas, and fitting a new dosing systems and more energy-efficient machines in the laundry. The auditor was also particularly impressed with the Residences Environmental Action Plan. This Green Tourism Gold Award is a major achievement for the hall which won Silver in 2012 and highlights Residential Services continuing commitment towards the Schoolâ€™s Environmental Policy and Sustainability Action Plan.
Rosebery Hall Front of House Manager Rosa Gil, accepting a coveted Platinum Award from School Secretary Susan Schofield at the Celebration of Sustainability
Residences Action Plans Thirteen areas of Sustainability have been tackled to date within each Residences Action Plan, with another six under investigation and more to come! Areas of attention ranged from “lux” light level testing, down to ensuring all cleaning products are as kind to the environment as possible.
Meet Green Gerald, the Sardinia House Team’s Green Impact Mascot
This annual report sets out progress against the six strategic priorities in the Residential Services Strategic Plan 2012-2017.
Published on Mar 18, 2015
This annual report sets out progress against the six strategic priorities in the Residential Services Strategic Plan 2012-2017.