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Online Reporting
Access for Repairs, Maintenance and Staff Visits
If you have submitted a maintenance request through the online portal, you will have been advised of the expected response timescale. When a member of the maintenance team arrives to inspect or carry out a repair, there is no need to be concerned if you hear a knock at your door.
Our maintenance and caretaking staff will always knock, identify themselves, and allow you time to answer. If you are not available, authorised staff may still enter your room to inspect or complete the necessary repair. A calling card will be left to let you know that access was required and that work has been carried out.
Planned Maintenance and Inspections
From time to time, contractors or University staff may need to carry out planned maintenance, inspections, or other essential works. In these cases, you will receive an email with at least seven days’ notice, outlining:
- The work being carried out
- The date and time of the visit (where applicable)
- The areas that require access
If you are not present when the visit takes place, authorised personnel may still enter your room to complete the required work. A calling card will be left to confirm that access was gained and to provide details of the visit.
If you spot a repair or need to request service, you can easily report the job online. Types of jobs you can report online include:
|
Air conditioning and heating issue |
Fixtures and fittings issues |
|
Building structure repair |
Kitchen or bathroom repairs |
|
Door or window repair |
External grounds repair |
|
Electrical repair |
Party request |
|
Emergency issue |
Pest control |
Notifications regarding reported jobs will reassure you work is in hand, and there is the opportunity to record feedback about the service received.
If you prefer to speak to staff in your accommodation hub, they will log your request on your behalf.
If you log a job on Planon and you’re not around when our team comes to fix it, no stress — we’ve got you. We’ll leave a calling card in your room letting you know who popped in, why they visited, and the exact date and time the work was carried out.
Check out the user guides and recordings demonstrating how to use the system.
Notifications will be processed from 8am-5pm Monday-Friday
As you probably guessed jobs are prioritised on their urgency, however emergency jobs can be reported to your security team and wardens at your halls so don’t worry you won’t be left in a sticky situation over the weekend, you can contact them on 01902 322106 or through the SafeZone app.
If there’s a problem in your room the team might need access when you're not there, which will be a nice surprise when you come home to a fixed set of drawers. Alternatively if you are in they will give you a knock on the door, but you can check your email so you know when to expect them.
| Level of Priority | Response Time | Problems Reported |
|---|---|---|
| Level 1 | 1 Hour | GAS LEAKS/ NO POWER IN KITCHEN/ WATER LEAKS/ TOTAL LOSS OF POWERIN BLOCK/ DOOR LOCK BROKEN |
| Level 2 |
24 Hours Complete in 3 Days |
NO HOT WATER/ DRIPPING TAP/ PULL CORD BROKEN/ HEATING BELOW 19 DEGREES/ SOCKET DAMAGED/ COOKER BROKEN |
| Level 3 |
48 Hours Complete in 5 Days |
WARDROBE BROKEN/ RADIATOR NOT WORKING/ DESK BROKEN/ TOILET WON'T FLUSH/ MICROWAVE NOT WORKING EXTRACTOR FAN NOT WORKING. |
| Level 4 |
5 Days Response Complete in 10 Days |
HOLE IN WALL/ PEST CONTROL/ NOISY FAN/ DOOR HINGE BROKEN/ FIXINGS TO WALL |
Our Security Services are out and about 24/7.
They also recommend numerous apps of which have many useful features for your safety and welfare. To find out more click here.
