Belong Better: The Work Behind DRS’s Award-Winning Resident Experience

At Deakin Residential Services (DRS), our focus is always on creating a better experience for our residents, from the moment they apply, to the day they move in, and throughout their time on campus. 

While much of this work happens behind the scenes, it plays a big role in shaping how students feel: supported, prepared, safe, and ready to belong. 
 

Our commitment to creating a better experience for our residents was highlighted by being recognised on a national stage at the 2026 Asia Pacific Student Accommodation Association (APSAA) Conference, where DRS initiatives received multiple awards and attracted strong interest from across the student accommodation sector. But what matters most isn’t the recognition itself, it’s what these innovations mean for our residents. 

A Smoother, Faster Start to Residential Life 

Historically, student room allocations were managed manually across multiple campuses using spreadsheets. Through the implementation of StarRez Auto Allocate, DRS has introduced a centralised, rules-based allocation model that has significantly improved efficiency and consistency.  

Through automation and smarter systems, students are now receiving accommodation outcomes within days instead of weeks, giving them clarity much earlier in their journey. This means: 

• Less waiting and uncertainty 

• More time to prepare for university life 

• A smoother transition into residence 

What was once a highly manual process is now becoming increasingly automated - freeing up staff to spend less time on administration and more time supporting residents directly.  

Arriving Prepared, Confident, and Informed 

In 2026, DRS introduced a personalised digital induction experience, a first-of-its-kind initiative in the Asia-Pacific region that ensures every resident receives information tailored specifically to them, before they even arrive. 

Instead of generic communications, students are guided through content based on their: 

• Campus 

• Residence 

• Building 

• Room type 

This helps residents feel confident about their new environment from day one. 

Another key feature of the program is the inclusion of pre-arrival gender-based violence (GBV) and respectful relationships education, ensuring all residents receive consistent information about consent, behavioural expectations, reporting pathways, and community standards before moving in, and helping students understand how to contribute to a safe and inclusive living environment. The result is a smoother move-in experience, stronger community standards, and residents who feel more prepared to thrive. 

Creating a Residential Experience That Matches the Promise 

Behind the scenes, the DRS Marketing team work tirelessly towards a simple but powerful goal: ensuring that what students see and feel before they arrive is genuinely reflected in their real-world experience. Rather than presenting an idealised version of residential life, DRS focuses on authentic storytelling, showcasing real residents, real spaces, and real moments. This approach helps set clear, honest expectations, so students arrive feeling confident that what they’ve been told is what they will experience. 

This digital storytelling is supported by enhanced pre-arrival communications, alignment with the DRS Student Experience Framework, and targeted staff training, helping to bridge the gap between marketing and lived experience. 

For residents, this means: 

• Greater trust in what they see before they arrive 

• A smoother transition into residential life 

• A stronger sense of belonging from day one 

Recognised Across the Sector 

These initiatives were recognised at APSAA 2026, where DRS received: 

• Michael O’Leary Award for Innovation (for personalised digital induction) 

• Excellence in Marketing & Communications Award (for Belong Better Marketing Campaign) 

These awards reflect the impact of initiatives designed not just to improve systems, but to enhance the student experience at every stage of the journey. 

A Collective Effort That Benefits Every Resident 

While awards highlight specific projects, the outcomes are the result of collaboration across the entire DRS team. From operations and admissions to marketing, student engagement, and resident support, each team plays a role in shaping the residential experience. And while much of this work happens behind the scenes, its impact is felt every day by residents through faster processes, clearer communication, safer communities, and stronger connections. 

Continuing to Improve the Resident Experience 

APSAA provides an opportunity to share ideas and learn from others across the sector but for DRS, the goal is always the same: to continuously improve the experience of our residents. 

Because when the systems work better, the communication is clearer, and the community is stronger, students are better supported to succeed, and to truly Belong Better.