Student Accommodation: Streamlining Operations in International Student Accommodation Services - Unihood

Partner

UniHood

Industry

Student Accommodation

Product used

KeyNest Points

Location

London, UK

Challenge

Managing 160+ check-ins within days each September, with a lean team split across multiple locations, using inconsistent manual pickup methods for each property

Result

Students and cleaners now collect keys from nearby Points, with every movement tracked and verified through the app

"The fact that you can call or message them 24/7, especially in the late evening, is so helpful."

Ting Zhao

Director & Founder

KEY SUMMARY

• The Partner: UniHood, an overseas accommodation booking platform managing 250+ properties for international students in Central London.
• The Challenge: Peak September move-ins meant coordinating 160+ check-ins in a matter of days with just six team members, using inconsistent, property-by-property manual pickup methods.
• How did UniHood use KeyNest?: Students and cleaners now collect keys from local KeyNest Points, receiving the Point's address and a Collection Code ahead of arrival.
• Key Results:
  • A Consistent Process for Every Property - No more writing different pickup instructions depending on a property's concierge availability.
  • Transparent, Traceable Key Movements - Staff can verify every collection and return through the KeyNest app.
  • Easier Coordination for Contractors - Cleaners and handymen can be scheduled and given access without extra admin from a small team.

Founded in 2013, UniHood serves as a comprehensive overseas accommodation booking platform, connecting international students with local landlords and agencies. Operating predominantly in Central London, UniHood manages over 250 properties, providing a bridge between students and landlords in the competitive international student market.

Diverse Property Services and Customers

UniHood offers a range of property renting services, covering whole properties, individual rooms, and commercial student accommodations. Additionally, the platform extends its services to include life conveniences such as airport pickups, bill management, cleaning, moving, luggage storage, dental and beauty services, and property investment consulting.

With a strong focus on serving international students coming to London from Mainland China, UniHood's clientele has consistently doubled annually, showcasing the company's reliability.

KeyNest Implementation: A Game-Changer in Operational Efficiency

We spoke to Ting Zhao, Director of Unihood, about her experience with KeyNest, and improving the operations in the business.

"In September, when the students come to London, we have to deal with the most operational burden - this year we facilitated over 160 check-ins within a couple of days, with just six team members, two of whom are based outside London."

Ting Zhao

Owner & Founder

Before KeyNest, Zhao explained the challenges of managing key pickups with varying property conditions and concierge availability.

"Before using KeyNest, check-ins were causing us quite a misery. Depending on the property and the availability of a concierge, I wrote different instructions for key pickups for the customers to follow. One option involved retrieving the spare key from the concierge by presenting a confirmation email, followed by collecting an actual key from inside the unit, and returning the spare. Or the clients could come to our office during working hours for key collection. Worse case, they could also coordinate a key delivery, such as having friends or Uber drivers handle the process. But it’s just a lot of moving parts that could cause troubles."

Ting Zhao

Owner & Founder

Streamlined Check-Ins with KeyNest

To boost operational efficiency, UniHood seamlessly incorporated KeyNest into its operations. Currently, students and cleaners retrieve keys from nearby KeyNest Points, strategically located in convenience stores, hotels, or cafes. Before arrival, they receive essential information, such as the Point's address and a 6-digit key Collection Code.

Meanwhile, UniHood staff monitors key movements through the KeyNest app, ensuring a transparent and traceable key exchange process that can be easily verified online.

Zhao emphasised the ease of coordinating tasks with KeyNest:

"With the KeyNest Points setup in place, where keys are securely stored and exchanged, it makes it easy for efficient coordination of tasks like arranging handymen or cleaners. I can see how this service could be useful not just for us, but for letting agents who manage numerous flats with limited staff, for example."

Ting Zhao

Owner & Founder

KeyNest Customer Service Experience

While UniHood has encountered minimal issues with KeyNest, Zhao shared a positive experience with their customer service. The availability of 24/7 support, especially during late evenings, proved to be a valuable asset.

"The fact that you can call or message them 24/7, especially in the late evening, is so helpful."

Ting Zhao

Owner & Founder