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). BLOs can also track the progress of, and amend, requests. Staff should consult School Managers or Directors for details of their BLOs. If you are a BLO please click here to log a new request or track previous requests. If you would like to apply to be a registered BLO, please use the application forms provided.
COVID-19 (CORONAVIRUS) UPDATE
Please note that the Estates Helpdesk team will be working on a rota between campus and home from 17 May 2021. In order to limit traffic to our phone system, we recommend that all correspondence with the Helpdesk team – even for urgent or emergency matters – be conducted through email.
You can contact our Helpdesk team at email@example.com.
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 (to apply for key authorisation click here)
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.
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.
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 (firstname.lastname@example.org) or by telephone (ext. 5152).
The Estates Helpdesk is operational between 8.35am and 5.00pm. Outside of these hours, please contact Security at Ext. 5099.