Hard and Soft Services in Student Property Management

For those new to the Purpose-Built Student Accommodation (PBSA) sector, facilities management can be a confusing world to navigate. Two terms that you’ll frequently hear are hard services and soft services. Understanding what each of these entails and how they complement one another is essential for ensuring your student property not only operates smoothly but also delivers optimal returns.

This guide breaks down both of these service categories, explains their importance, and offers insight into how they are different but work together to provide safe, efficient, and profitable student accommodation.

Jump to:

• What are hard services?

• What are soft services?

• How hard and soft services complement each other in the PBSA environment

• Using a single management solution for hard and soft services

What are hard services? 

Hard Services, also known as Hard Facilities Management (Hard FM), focus on the physical infrastructure of your PBSA building. These are the core technical systems and structural elements that keep the property operational, safe and compliant with all of the relevant regulations.

List of PBSA hard services in facilities management

The aspects of a PBSA included under hard services include mechanical and electrical systems (M&E), such as:

• Heating

• Plumbing

• Electrical installations

• Lighting

• Air conditioning (if installed)

• Ventilation

• Fire safety 

• Maintaining lifts. 

Most hard services are mandated by law, so the building can’t be operated safely or legally without these services being in place.

Hard services in PBSA facilities are tangible and structural, needing the input of skilled professionals like engineers, plumbers and electricians to carry out inspections, maintenance activities and repairs. 

Why hard services matter in student accommodation

Hard services, when delivered to a high standard on an ongoing basis, have a significant impact on PBSA management areas including:

• Health & safety compliance: Ensuring that fire alarms function, water systems are legionella-safe, and that lifts meet safety standards

• Operational reliability: As planned maintenance picks up any issues early, this reduces breakdowns and reactive repairs, which can disrupt student life and tarnish your accommodation’s reputation

• Asset longevity: Proactive hard services preserve the fabric and systems of the building, protecting your investment and extending the asset’s life.

What are soft services?

Soft services, also sometimes referred to as Soft Facilities Management (Soft FM), focus on the comfort, security and daily wellbeing of the students living in the PBSA, along with any staff that work there. Soft services in a PBSA facility are less about the systems and bricks, and more about creating a safe, welcoming environment for students and visitors.

Soft services scope of work

Aspects of PBSA buildings that come under soft services often include:

• Cleaning communal spaces

• Landscaping and garden/grounds maintenance

• Security staff

• Handling student post and parcels

• Catering (if provided) 

Soft services are generally not required by law in the same way as hard services are, but soft services have a huge role to play in student satisfaction, retention and the PBSA’s appeal to potential new students and their parents. 

Why soft services matter in student accommodation

Soft services are an essential part of 

• Student experience: Clean buildings, maintained communal areas, secure access and helpful and friendly staff help to benefit overall student wellbeing, resulting in more positive student feedback and higher occupancy rates

• Operational smoothness: Efficient soft services help ensure fewer complaints, smoother move-ins/outs, and enhanced Community life

• Reputation and retention: A well-cared-for environment encourages renewals and referrals and is great for the PBSA facility’s reputation with students, parents, universities and also helps relationships with the local Community.

How hard and soft services complement each other in the PBSA environment

PBSA properties are unique environments. There is a strong seasonal element that follows the student semester and academic calendars, shared facilities that need to be managed effectively and regulatory pressures. This all means that hard and soft services must be integrated seamlessly if the PBSA is to work efficiently and compliantly, while also delivering a great experience for students.

When hard and soft services are managed well and in close collaboration, the benefits include:

• Compliance meeting experience: Students expect modern, safe buildings - so meeting fire regulations and providing a clean, welcoming environment go hand in hand.

• Minimising disruption: Quick responses to hard issues like plumbing leaks or lift failures prevent escalation into soft-service problems - wet messes, moved-in frustrations, or security risks.

• Optimised returns: Investing in both service types protects your asset (through hard maintenance) and drives occupancy and satisfaction (through soft services).

Together, these services form a holistic PBSA management solution to maintain safety, comfort, and asset performance.

Using a single management solution for hard and soft services

With the synergy between hard and soft services being so important for PBSA facilities, using a single management service to look after both of these can be a great way to achieve the best possible efficiency, smooth running of both aspects and protection of the assets. Using a specialist solution, such as PfP Students, we can help deliver operational success, financial performance and have a student Community that benefits from all aspects too.

Looking for a single partner to manage both hard and soft services in your PBSA? Talk to our team today.