“There were ants in the hot chocolate machine”: Student complains about Auckland halls food

From “anemic” looking chicken, to insects in hot chocolate, Food Tech student Alexis Lord has made over a dozen complaints about the catering at Massey’s Auckland halls.  

But the accommodation says a formal complaint received last month is the first they’ve heard of the issues — and they promise to make a change.

Lord found the food quality low, portion sizes too small, and an overuse of chicken. “One time I got a chicken sandwich and it was pink in some spots. I didn’t eat it obviously.” 

After making over a dozen complaints in the last year and a half through a resident app, Lord resorted to making a complaint to the university last month. “They haven’t changed anything at all no matter how many times I've complained.” 

The food is provided by external contractor, Compass, the same company assisting the Government to provide school lunches. 

Massey Auckland has three catered halls, Pūkeko, Tūī and Weka, where students pay $450 a week for two meals a day, rent for a single room, electricity, and wifi.  

For the price, Lord felt residents should be getting three meals a day, “Is that all we’re going to get for how much we’re paying?” 

In comparison, most catered halls around New Zealand that cater for three meals a day, cost $490 to $510 per week for a single room.  

Residents do not serve up their own meals, which Lord felt resulted in small portions, often getting loaded with carbs and a few small pieces of meat.  

She believed some of her peers had given up on the catering, and as they are not allowed to cook in their social areas, often resort to 2-minute noodles and takeaways to compensate.  

As complaints made through the app go straight to contractor Compass, Lord’s formal complaint was the first the accommodation team had heard of the issues.  

Lord found this frustrating, “The fact they don’t monitor app complaints is lazy and gives Compass free rein. Students shouldn’t have to escalate to formal complaints just to be taken seriously.” 

Kelly Manning, national manager accommodation services, responded to Lord’s complaint in an email chain seen by Massive. Manning promised changes would be made including retraining Compass staff on portions and quality, as well as allowing students to serve up their own sides like veges and salads. Protein would continued to be served for them, with the option to double the portion.  

Manning wrote that the decision to offer two meals a day instead of three was shaped by resident feedback.  

“Historically, three meals a day were offered, but residents expressed that this was too restrictive on their lifestyle, as many did not regularly attend breakfast and preferred the flexibility of preparing simple items such as cereal or toast themselves.” 

She said the frequent use of chicken reflects the dietary requirements of residents this year — particularly those unable to eat pork or beef. That said, Compass would be reviewing menu variety.  

In a statement from the university, a spokesperson said the accommodation team met with catering contractors two weeks ago, who agreed to implement immediate changes.  

“The university accepts that the issues raised are unacceptable.” 

An example plate would be displayed so residents can see portion sizes before being served and request more if the serving doesn’t match the demo plate. 

“Formal responses have been sent to two complainants, and the contractor has also agreed to meet with students, should they wish, to discuss the complaints directly.”