Report a fault

The Estates Help Desk provides a central point of contact for all customers to request maintenance repairs and progress their job requests.

Anybody requesting work will be asked for the following details:

  • Originator (Name)
  • Department
  • Contact Telephone number
  • Building
  • Location (Level and Room number)
  • A clear description of the fault / defect
  • Valid Rechargeable Account Code (where applicable)

Science Park tenants

You can report a fault in the following ways:

  • Contact a Building Reception

The IC buildng receptionist, will contact the Help Desk on your behalf to arrange and required actions.

Responding to your request

The Estates Help Desk receives over 17,000 work requests a year. In order for us to prioritise our work we use the following matrix:

Classification

Category

Definition

Target attendance time

 1 Emergency Failures or defects causing or likely to cause widespread disruption, injury to persons, serious damage to building fabric, services, equipment or property.
Emergency work will take priority over all other categories of work.
Within 2 hours
 2 Urgent
Failures or defects, which do not present a serious risk of damage or injury, but will cause considerable disruption and inconvenience. Within 24 hours

 3

Priority

Normal repairs, which are unlikely to cause a high degree of inconvenience or risk to person or property, but if left unattended may escalate to cause serious damage / risk in the short term Within 7 days

 4

Routine

Normal repairs which are unlikely to cause a high degree of inconvenience or create any risk to persons or property. Within 14 days

 5

Cyclical

As described in 3 above, but can be deferred to enable the work to be batched and planned on a regular basis. Within 6 weeks