Helpdesk

Please note
All emergencies must be phoned through to Campus Services and Estate Development Helpdesk 0151 231 5555 (Option 2) or 5555 from an internal phone. 24 hours, 7 days a week.

Emergency repairs are required when there is a risk to life, a real threat of serious injury or damage to property. When we attend an emergency repair, we will make the situation safe within 90 minutes a further visit maybe required for any additional work that is needed, wherever possible within 24 hours subject to part availability.

Requests include:

• faults on fire systems
• gas leaks
• lift entrapment
• major water bursts
• faulty or insecure automatic doors, which cause a serious security breech
• broken glass which may cause injury or harm
• gritting when temperatures are forecast to fall below 0 degrees and gritting company have not responded

Items within this repair category are those which are a serious Health and Safety Risk or will cause further damage, therefore, preventing the repair from becoming an emergency or lead to further deterioration of the building if the problem persists. These urgent repairs will be made safe or completed within 1 working day and if parts are required then we will arrange a further visit to complete the works normally on a P4 rating.

Requests include:

• blocked toilet pans (where no alternatives available)
• complete loss of lighting to stairways and landings
• flickering lights
• major plumbing leaks and bursts, where water cannot be contained
• major roof leakage, where water cannot be contained
• complete building failure of essential services for electricity, water or heating
• rodents or pests inside buildings

These are generally defects that can be undertaken without causing any serious long-term deterioration to the building or discomfort / nuisance to the student / staff or third parties. These will be completed within 2 working days from the defect report date and if parts are required then we will undertake a further visit to complete the work that are needed.

Requests include:

• sanitary – faulty – drains, sinks, urinals, shower – leaking tap
• air conditioning not working, too hot / cold / noisy
• local heating problems
• local loss of lighting to stairways and landings (partial)
• faulty external lighting unless the problem extends to full circuits being affected and pose a health and safety issue, then P2
• pest control which is prejudicial to health and safety (rodents)
• internal cleaning bin overflowing, removal of broken glass
• loose or detached banister or handrails
• doors or windows not opening or closing or faulty hinges and handles
• electrical sockets not working, (medical fridge electrical socket provision should be escalated by contacting the FM Helpdesk)
• unsafe stair treads
• replacing toilet seats
• rodents or pests outside of building areas

These repairs are usually larger content internal work they can also be external works. They are not considered to be urgent enough to fall into the other three priority timescales as outlined and may require a pre-inspection. This work will be completed within 6 working days from the defect report date and if additional or non-stock parts are required then we will undertake a further visit to complete the works once the parts have arrived.

Requests include:

• replacing shower, wash basin, kitchen sinks, toilet pans and cisterns
• repairs to mechanical extractor fan
• door entry repairs (internal doors)
• repairs to external walls, path and fences
• repairing of gutters and downpipes
• repair to flooring that is not a health and safety issue
• repair to doors
• minor plumbing repairs
• minor joinery repairs

These are repairs that are considered not to have an impact on the building structure or the comfort of the student / staff or third parties. This work will be completed within 5 working days from the defect report date and if additional or non-stock parts are required then we will undertake a further visit to complete the works once the parts have arrived.

Requests include:

• repair to plaster of walls
• additional lighting
• internal or external cleaning – carpets, windows
• patch paint after repair or leak (allowing for area to dry out)
• key cutting
• signage replacement or repair
• weeding
• new shelves
• noticeboards
• coat hooks

Requests include:

• room set-ups
• deliveries
• portering