During Normal Working Hours

These can include repairs to lighting, doors, ceilings, toilets, floors, and heating and roof leaks. BLOs and students should log requests through the Estates Helpdesk system or, in an emergency, call the Helpdesk at ext. 5152. Repairs are carried out by a combination of in-house staff or contracted service providers.

Callouts for Emergency Repairs out of hours

Contact Estates Security on ext. 5099 to log the fault. A callout rota is operated by Estates staff and, if possible, these tradespersons will provide first line inspection and repairs. Other actions, including supervisory staff and the use of contracted service providers, will be organised as required.

Statutory maintenance is provided for the following systems:

• Lifts and Lifting Equipment
• • Emergency Lighting
• • Water Systems
• • Pressure Systems
• • Fixed Electrical Systems
• • Local Exhaust Ventilation

These tasks are carried out by a combination of in-house staff or contracted service providers.

A schedule and frequency of inspections is provided in our Estates Service Delivery Plan. All work is carried out in accordance with relevant British Standards and Health and Safety Regulations.

Estates centrally control the heating, cooling, and ventilation in the majority of the University’s buildings. Alterations to settings and initial fault finding are managed by Estates staff. System repairs and upgrades are carried out by a combination of in-house staff or contracted service providers.

All requests for heating adjustments should be made before midday of the preceding day. Adjustments are made through an on-line system.

Requests should be logged through the Estates Helpdesk. Works scope and cost will be agreed with the end-user prior to engaging Estates staff or a contracted service provider.

This service is additional to that provided by Estates in areas where graffiti and/or serious dilapidation has occurred.

Requests should be logged through the Estates Helpdesk, and indicative costs will be provided prior to engaging the contracted service provider.

Flooring faults should be logged through the Estates Helpdesk. Repairs will be undertaken by the contracted service provider.

Depending on complexity and lead times, this service should take between one week and two months. For areas of serious dilapidation or for safety reasons, work can be completed within 24 hours.

Response to all emergencies will be immediate. 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. Emergencies should be reporting by phoning the Estates Helpdesk on Ext. 5152 and logging a request on PlanOn.

Examples of Emergency Response:

• Risk to life or substantial damage to property
• Smell of gas
• Major water leak or flood resulting in immediate damage to structure, services, or equipment
• Major loss of power supply
• Major structure/damage, including ceiling collapse
• Total loss of heating in building
• Major loss of building security
• Main drainage blockage
• Broken windows that pose a security problem or are not weatherproof
• Blocked toilets and sewers

An urgent incident is defined as an incident likely to pose a danger and inconvenience to building users. Urgent requests should be logged through the Estates Helpdesk.

Examples of Urgent Response:

• Internal lighting faults affecting large areas.
• Partial loss of heating
• Repair of floor covering that may be a trip hazard
• Repair/replacement of faulty door closer
• Partial loss of power to room or area
• Dangerous or uneven pavings
• Minor internal plumbing leaks
• Overflow pipe discharging

A standard incident is defined as requiring minor repair/maintenance and causing minor inconvenience to building users. Standard requests should be logged through the Estates Helpdesk.

Examples of Standard Response:

• Delivery of furniture from our stores or relocation of departments
• Replacement of broken/missing toilet seat
• Changing locks to rooms
• Partial loss of heating, lighting
• Door/lock faulty

A normal incident is defined as an incident causing no substantial inconvenience to building users, and is usually an improvement or superficial repair. Normal requests should be logged through the Estates Helpdesk.

Examples of Normal Response:

• Upgrading of lighting/power
• Provision of shelving
• Redecoration of rooms
• Renewing worn but safe floor covering
• Replacing worn but undamaged sanitary fittings
• Patch repair wall and ceiling plaster

For services that require a specific date to be organised, such as the redecoration of rooms, the delivery of furniture from our store, or the relocation of departments, BLOs should agree the date with the Helpdesk and make a note on the relevant PlanOn request.