PERFORMANCE REVIEW Property review continued Case study Student and university satisfaction In the competitive student accommodation market, understanding the drivers of student satisfaction is vital to help us tailor our buildings and the services to meet evolving expectations. In the Spring 2025 GSLI (Global Student Living Index) we were certified Gold for the first time, with an NPS of +21, well above our target of +11 and ahead of our competitors. In the Autumn GSLI, we retained our Gold certification and saw increased scores in Environmental Impact and achieved a Platinum rating for our Internet. Through our annual check-in survey, customer satisfaction held strong at 86% and 96% of student comments said how friendly, helpful and positive our teams were. At check-in in September 2025, 93% said they felt welcome while 88% agreed that our buildings met their expectations. The hard work of our teams meant that 29% of our city clusters maintained or improved their score, with Cardiff, Durham and Nottingham recording the highest NPS scores at 75.9, 65.8 and 62.1 respectively. The universities we work with also expressed satisfaction. Our 2025 Higher Education satisfaction score was +40, our highest on record and +3-point increase from 2024. Our trust score, based on five trust metrics, such as providing excellent services and a high standard of accommodation also improved +1 point (it was 81 in 2025, 80 in 2024). THE UNITE GROUP PLC Annual Report and Accounts 2025 34 STRATEGIC REPORT