“My sincere thanks to the senior leaders in Higher Education’s Commercial and Campus Services for generously sharing their time and perspectives on this project. Through a series of Q&As, they have offered insights into the challenges and opportunities shaping Commercial and Campus Services today, and I believe they will be of great interest to anyone operating in the sector. What follows is only a snapshot of their input; I encourage you to explore the full contributions via the links below.
The People Shaping the Conversation:
Einita Suman
Director of Transformation, Campus Services, University of Birmingham
Gagan Kapoor
Director Commercial Operations (Residential, Catering and Domestic Services), Loughborough University
Gillian Almond
Director of Commercial Services, Royal Holloway, University of London
Melissa Browne
Acting Director, Campus Services, University of Kent
Rob Wadsworth
Director of Campus Innovation: Campus Services, Experience & Commercial, University of Leeds
Tony Howard
Senior Commercial Services Leader in UK Universities
In-house vs outsourced provision
“The first is the importance of starting with purpose, not price. Too often, outsourcing debates begin and end with the financials. Of course, cost matters but if that’s the only lens, you miss the bigger picture.”
“For us, an in-house provision allows for tighter alignment with university standards (e.g. EDI, ESG, student wellbeing). This allows us to embed culture, responsiveness and innovation. Whilst outsourcing can bring economies of scale and specialist expertise at lower capital investment for the University, this comes at the cost of greater dependency on external partners, which doesn’t come without risk.”
Working with private sector accommodation providers in partnership
“Successful partnerships with private accommodation providers rely on shared purpose, trust, and mutual respect, with the primary goal of delivering the student experience rather than simply fulfilling contractual obligations.”
“Forging successful partnerships with private sector accommodation providers requires work. I feel that building on a foundation of shared values and mutual understanding of what constitutes a high-quality student experience is key.”
UK HE COMMERCIAL SERVICES IN NUMBERS
*Stats from the CUBO 2025 Benchmarking Report
average total commercial services income
of commercial income comes from accommodation
increase in catering income in 2024, reaching an average of £4.77 million per institution
EDI - Equity, Diversity & Inclusion
“If we actively recruit staff from different backgrounds and characteristics this helps us understand our students, who will feel more at home and welcomed by an inclusive environment.”
Gillian Almond
Director of Commercial Services at Royal Holloway, University of London
Hospitality & Retail trends
“Modern students, both UK and international, increasingly expect value for money, variety, cultural inclusivity, and spaces that encourage social connection and wellbeing.”
“Hospitality and retail expectations on campus continue to evolve at a fast pace as students, staff, and visitors increasingly compare the university’s offerings to what they can access on the high street. Convenience, speed and value for money are central, with grab-and-go formats and digital ordering becoming more common.”
“I believe we are seeing subtle changes in the way our students (consumers!) are engaging with universities, which requires us to think carefully about the proposition of our commercial and campus services.”