Recent Projects

Feedback from the College House Survey, Spring 2011

Each year a portion of the annual College House survey seeks feedback from our residents about issues such as room assignments, mail, laundry, etc. that are managed by Residential Services (formerly Housing Services). The results are reviewed by staff and used to set organizational goals and specific objectives.

In response to input to the 2011 College House Survey, we have initiated these changes:

  • Restructured Building Administration for more efficient service delivery
    Your feedback told us that navigating facilities and housekeeping issues was difficult. To simply this process for our students, we reorganized our department structure to streamline and consolidate staff roles. Each College House and Sansom Place now has a dedicated building administrator, who is charged with coordinating services with facilities, and troubleshooting individual issues through direct student interaction.

Additionally, the full-time information center staff (ICS) also have more responsibility and ownership for issue resolution at the building level. They monitor building services including laundry, info center student staff, vending machines, key control, and safety and security. As the local point of contact, the ICS now track student issues and serve as important advocates for their residents. This new structure is designed to provide you with a faster and less complicated path to resolving your issues.

  • Expanded Mail and Parcel Services:
    Your feedback also led to enhancements in our mail services. Last year we strengthened our customer service training and contract management and as a result satisfaction ratings for mail services overall rose 10% over the 2010 survey. We saw similar increases for package services. As a result of students' requests, we also instituted new services. For residents leaving the country over the summer, we launched a summer mail hold program. Over 100 residents registered to have their mail held in their College House for pick up on return in September. This fall, we extended the secure parcel acceptance service which we offer to our campus residents to those who live off campus.
  • Fix Laundry Alert!
    In the survey many residents reported that they didn't know how to use Laundry Alert and that it often was "broken." The vendor responded to your comments and has made improvements. We encourage you to try the program using the URL and passcode below.
    Login to: www.laundryalert.com
    Passcode is penn6389

If you experience any problems, please email us at living@upenn.edu so that we can follow up.

  • Room Assignments:
    A large area of concern was the room assignment process. As part of our new structure we consolidated the Office of Off Campus Services and the Assignments area, so that students can now look for housing both on and off campus in one central location. Over the next few months we will be adding additional program enhancements including a new website to provide information about off campus housing and the new assignments system "My Home at Penn" which will make the on-campus assignment process more convenient and easier to use.

Your Input is Always Welcome:
While we rely on the College House survey for important input, and are dedicated to continuous attention to and improvement in student service delivery, you don't have to wait for the survey to provide feedback. We are always available via living@upenn.edu, and during business hours directly at 215-898-3547 - or through your Information Center!

Other Projects:

  • Recent renovations and improvements:
  • Sustainability
    • English House Green Roof
    • PennMOVES
    • Installation of water saving showerheads in all bathrooms
    • Window replacement in King's Court and English House
    • Energy Star Appliance replacement program