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Estates Helpdesk

Estates Helpdesk

The Estates Helpdesk provides a link between the University’s Building Liaison Officers (BLOs) and the Services Division within Estates. If you need to request an Estates Service, (detailed below), you should contact your nominated BLO.

BLOs are staff attached to each Building, School, or Directorate and are responsible for logging requests on the Computer Aided Facilities Management System (also known as Planon). Staff should consult School Managers or Directors for details of their BLOs.

  1. Online application form*
  2. Amendment of current BLO details

*If you are applying to be registered as a new BLO, please request for your line manager/head of department to complete the online application form on your behalf.

If you are a BLO please click here to log into the Planon system. Planon will allow you both to submit a new request and track current open requests and completed requests. If you are new to the BLO role, guidance videos can be found at the bottom of this page. 

Should you wish to leave feedback regarding a recently completed Planon request, please complete the online satisfaction survey.

Services and Response Times

The Estates Service Delivery Plan sets out the standard services available from the Estates Directorate with regards to maintenance, gardening, portering, cleaning, environmental, security and other services, together with additional services and charges. The Service Delivery Plan, which has been developed following a consultative process involving representatives from Schools and Directorates, is designed to provide greater transparency in all Estates services and charges. 

Typical service requests to the Estates Helpdesk include:

Cleaning: Specialist/non-routine cleaning; Carpet, window, and blinds cleaning

Environmental: Collection of furniture (disposal or delivery of WARPit items), electronic equipment, waste and recyclables; Asbestos removal

Gardening: Additional landscape maintenance; Additional litter control; Snow clearance and gritting; Plant provision for events; Tree trimming


Electrical: Power failure; Lighting repairs

Plumbing/Mechanical: Leaking pipes; Overflowing sinks; Blocked toilets; Heating problems

Joinery: Repair and/or replacement of locks, doors, shelves; Key cutting (a key authorisation form is no longer required to be submitted to the helpdesk).

Portering: Room set-up; Equipment hire (Blue exhibition boards and Gopak tables); Transport; Events cover

Security: Car park barrier faults; Access control faults

Other: Furniture; Lift faults; Pest Control; Repair/replacement of blinds, curtains, and carpets; Tiling; Glazing; Roof repairs; Painting and Decorating

For further information on our services, please see our Estates Services Division.

Response Times

Emergency (Response within 4 working hours)

Emergencies are deemed to be an incident likely to pose an immediate danger to life, risk health and safety, or cause serious structural damage to a building. In emergencies, reports should be made by phone call to the Estates Helpdesk on Ext. 5152 and followed up through the online request system through a Building Liaison Officer.

Urgent (Response within 24 hours)

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

Standard (Response within five working days)

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

Normal (Response within 20 working days)

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

By Agreed Date

A BLO can agree a specified date for services with the Estates Helpdesk (for the delivery of furniture or redecoration for example). This date should be noted on the PlanOn request.

Contact Us

In an emergency, or in other circumstances where it is not possible to log a service request, you should contact the Estates Helpdesk by email ( or by telephone (ext. 5152). 

The Estates Helpdesk is operational between 8.00am and 5.00pm. Outside of these hours, please contact Security at Ext. 5099.

Request Estates Services
Submit/Track Request