Response times

Maintenance Services aims to achieve the response/completion times set out below, and to complete subsequent work following an initial response as quickly as possible.  Response times and examples of work type, although not exhaustive, are provided for your guidance.

If your job requirement is not listed or if you are unsure how your request will be prioritised please contact the Helpdesk on ext 5152.

Normal working hours are: Monday to Thursday - 8.15 am - 4.45 pm Friday - 8.15 am - 4.15 pm  (excluding holidays)

Emergency – Respond within 4 working hours 

Emergencies are deemed to be an incident likely to pose an immediate danger to life, a health and safety hazard or cause serious structural damage to a building. 

In emergencies, reports should be made to the Helpdesk on ext 5152 and followed up through the online request system through a Building Liaison Officer

Urgent­ – Respond within 24 hours

Urgent requests are deemed to be an incident likely to pose a danger and inconvenience to building users.

Urgent requests should be made to the Helpdesk on ext 5152 and followed up through the online request system through a Building Liaison Officer.

Standard - Respond within 5 working days

A standard incident is defined as requiring minor repair/maintenance and causing minor inconvenience to building users.

Normal - Respond within 20 working days

A normal incident is defined as an incident causing no substantial inconvenience to building users, usually an improvement or superficial repair. 

By Agreed date - BLO to agree date with helpdesk and note date on Planon request