THE UNITE GROUP PLC Annual Report and Accounts 2024 17 74 70 65 75 74 Link to remuneration Bonus. Measure Independent, anonymous surveys are undertaken by an external provider amongst our employees to gain regular and insightful feedback on how they feel and how we can improve. Performance in 2024 Employee engagement for 2024 was 74, a 4-point improvement on 2023, and sees a return to pre- pandemic levels. The score reflects the support we have given through the cost-of-living pressures. Priorities going forward Embedding our new people-focused strategic objective – Great Place to Work – building togetherness around our culture. Operational KPIs 5 1 7 7 12 37 32 7 20 N/A Safety (number of accidents) 5 Link to remuneration Taken into consideration. Measure The number of RIDDOR reportable accidents in operations each year, acting as an indicator of health and safety management. Performance in 2024 There were 5 opearational RIDDORs with an accident frequency of 0.13. No significant trends in terms of causation were identified. Priorities going forward With an increase in RIDDORs compared with 2023, attention will focus on the root cause analysis of accidents and improving our safety culture. A refresh of our safety management system will ensure colleagues have the tools to work effectively and safely. Employee engagement 74 Higher Education trust +37 Link to remuneration Bonus. Measure The Higher Education (HE) NPS provides a measure of how we have met the needs of our HE partners and their perception of Unite Students. Performance in 2024 The 5-point increase this year is another great build on our 2023 performance and is a record score for us. Our local teams have continued to work hard with universities, with proactive and collaborative partnering. Priorities going forward Continue to build our reputation within the HE community with research and thought leadership, with an emphasis on our social impact on students and universities. 50 42 38 35 33 Link to remuneration Bonus. Measure Customer Net Promotor Score (NPS) provides a commercial, customer experience measure, based on an annual external check-in survey. Performance in 2024 Highest score ever for the 2024 student arrival check-in at 50; 8 points higher than 2023. This demonstrates the success of our CARE customer service model launched in 2023. Priorities going forward Continue with student support and maintenance activities to achieve at least this score next year; we will also be focusing our attention on other surveys throughout the academic year. Customer satisfaction +50 2024 2023 2022 2021 2020 2024 2023 2022 2021 2020 2024 2023 2022 2021 2020 2024 2023 2022 2021 2020