We caught up with our PBSA and Student Accommodation Senior Manager, Anna Kacprzak, after she had the opportunity to support new students arriving at the University of the Arts (UAL) student accommodation.
You recently supported the University of the Arts (UAL) student move-in day. What was the atmosphere like, and what role did you play?
The atmosphere was electric! A mix of excitement, nerves, and anticipation as students and their families arrived for the start of a new chapter. I was part of the “Warm Welcome Team”, responsible for guiding students and parents through the check-in process, ensuring they knew exactly where to go and what to do. Beyond logistics, my role was also about providing reassurance by helping parents feel confident that their children were in safe, supportive hands, and helping students feel welcome, seen, and excited about what is ahead.
How does being involved in events like UAL’s move-in day help shape your understanding of what students and accommodation teams really need?
Being on the ground during move-in gives you a real, human perspective. You see the emotional weight of the day, not just for students, but for parents too. It reinforces how important it is for accommodation teams to offer not just efficient service, but empathy, communication, and a genuine sense of community. For students, especially those moving away from home for the first time, those first impressions set the tone for their entire university experience.
What first drew you to recruitment within the student accommodation and PBSA sector?
It was the people-centric nature of the sector that first drew me in. Student accommodation is where hospitality, operations, and care all cross; it’s about creating safe, welcoming environments during one of the most formative times in a young person’s life.
From your experience, what qualities make someone thrive in student accommodation leadership?
Empathy, adaptability, and resilience are key. The best leaders in this space are those who can balance operational excellence with people-focused leadership. They need to be calm under pressure, strong communicators, and genuinely care about student wellbeing. An ability to lead diverse teams, build community, and respond thoughtfully to challenges makes all the difference.
How have student expectations changed in recent years, and how is that influencing the kind of candidates you look for?
Students today expect more than just a place to sleep; they’re looking for a holistic experience. That includes better design, strong community engagement, mental health support, sustainability, and digital convenience. As a result, we’re increasingly looking for candidates who are not only operationally strong but also culturally adaptable, digitally savvy, and able to build inclusive, student-focused environments.
What are some of the biggest challenges operators face when recruiting for PBSA, and how do you help them overcome these?
One of the biggest challenges operators face when recruiting is finding candidates who not only have the right skills but also understand the unique needs of student residents. Roles often require a blend of hospitality, customer service, and pastoral care—qualities not always easy to find in one person.
Looking ahead, what trends or changes do you think will shape the future of student accommodation in the UK?
Several trends are shaping the future: students want more support for mental health, a stronger focus on sustainability and inclusion, more are studying abroad, and are increasingly using smarter technology. The challenge, and opportunity, is to meet these needs while ensuring that students feel connected and part of a community.
Contact Anna Kacprzak to discuss opportunities in PBSA and Student Accommodation.