Building faults, repairs and maintenance requests
Please contact the Estate Management Helpdesk if you require assistance with day-to-day issues listed below. You can also report a fault online.
- Heating and hot water
- Electrical power
- Lighting
- Fire and security alarms
- Drainage and sewerage
- Lifts
- Air conditioning and ventilation
- Carpentry
- Signage
- Painting
- Brick and tile repair
- Door maintenance
- Furniture
For work or materials in connection with repairs to buildings, electrical, heating and ventilating service and installations including furniture (other than departmental equipment) please complete a requisition form (EPO15) (.docx)
Response times to faults
Priority 1 - Immediate response (within one hour)
Situations that are potentially life threatening such as:
- fire alarms
- bomb warnings
- gas escapes
- floods or serious ingress of water
- loss of the utilities, gas, water or electricity
- people trapped in lifts (all lifts have means of communication with the Security and Safety Centre)
- total loss of power to an area or system
- smell of gas
Priority 2 - Response within same working day
For defects that could be dangerous or cause serious disruption to service delivery, we'll either resolve the problem, or make safe, during the same working day. For example:
- priority alarms at the Security and Safety Centre, such fire pump failures
- lights out in en-suite toilets or on staircases
- water leakage
- broken glass
- damaged hinges on opening windows
- blocked drains but not sinks
- loss of hot water
- bedroom locks
- faulty fire doors
Priority 3 - Response within 24 hours
Defects that affect service delivery or living environment within 24 hours, such as:
- emergency light "bleeping"
- blocked sinks
- kitchen equipment in student residencies
- faults affecting security of flat doors
- insect and pest infestations
- bedroom door locks
Priority 4 - Response within five days
Work instructions for planned maintenance during the week that they are due and defects that cause minor inconvenience, for example:
- all planned maintenance work
- repairs to floor coverings, providing the problem does not constitute a trip hazard
- dripping taps
Priority 5 - Response times within 15 working days
Defects that cause no inconvenience and where alternative facilities exist within 15 working days, such as:
- repairs and redecoration of damaged internal surfaces
- handrail and fencing repairs where the fault does not constitute a safety hazard
Priority 6 - Response times to be agreed
- Carry out minor alterations at a time when the relevant staff are available and it is convenient to the customer.
Urgent maintenance outside working hours
Any urgent maintenance, which cannot wait until the next working day will be dealt with as a callout via the Security and Safety Centre to the appropriate Estate Management staff. When contacting Security please provide them with as much information as possible.
