Administration

Helpdesk

Tel: 2164


The Helpdesk is a first point of contact for callers and visitors to the Estates Services department. Situated within the reception area of the offices at 181 St James Road, the Helpdesk is manned from 8.00am to 5.00pm weekdays. Out-with these times, emergency enquiries can be handled by Security Services, ext 3333 (2222 in an emergency), who will contact the appropriate standby tradesman to deal with the problem.

Maintenance and Service Requests

Estates Services is responsible for keeping all University buildings wind and watertight and for keeping footpaths and external lighting in a good condition. Maintenance requests should be submitted online via Web EMIS (WEMIS)

All other requests should be submitted by completing a manual Service Request (SR) form or going online via Pegasus and creating a web SR. Only requests for emergency works will be taken over the phone.

To contact the Helpdesk by phone, call John Anderson campus extension 2164. Please note that calls to the helpdesk may be recorded for training purposes.

Reactive Repairs Definitions and Target Response Times

It is the Works Management’s policy to ensure that all possible hazards resulting from any fault are made safe as soon as practicably possible, irrespective of whether or not the fault can be fully repaired at the time. The section has adopted the following reactive repair targets:

1.1.1 Emergency Repairs - This class of repair is intended to deal with genuine emergencies, which are likely to cause injury or death, or substantial property damage. The Response target time is up to two (2) Hours. Typical Emergencies are:

  • Escape of gas or fumes
  • Bare or live electrical wires or fittings.
  • Electrical fittings in contact with water.
  • Failure of lights or power.
  • Failure of sanitary services and sewage overflowing into properties.
  • External doors or windows that cannot be securely locked.
  • Severe water leakage.
  • Repairs to floors or paths that are hazardous.
  • Broken doors or windows causing the property to be insecure.

1.1.2 Urgent Repairs - These are faults that may cause inconvenience to an occupant or member of staff but represent a low probability of causing further property damage if dealt with within the specified target time. The Response/repair target time is 3 working days. Typical Urgent repairs are:

  • Faults at electrical fittings.
  • Ball valve faults at storage tanks or cisterns.
  • Leaks in WC flush pipes, waste pipes, traps.
  • Damage to roofs likely to cause additional damage to other structures or finishes.

1.1.3 Routine Repairs - These are faults that are not hazardous or which cause minor inconvenience to the building and its occupants. The repair target time is 10 working days or 2 weeks. Typical Routine repairs are:

  • Cleaning or repairing gutters or downpipes
  • Easing or re-fitting doors or windows.
  • Plasterwork repairs.
  • Repairs to floors and paths that are not hazardous.
  • Draughts at doors and windows.
  • Minor plumbing leaks.
  • Roof tiles or lead flashings.
  • Furniture faults
  • Repairs to shelves and fixed equipment that are not hazardous

The above categories are for guidance only and account will be taken of the individual needs of the building occupants, whether or not the issue is business critical or if the fault/defect affects those with special needs. Heating failure is classified as an ‘Urgent’ repair, but has a target rectification/repair time of 24 hours.

Service Levels

Estates Services has a Service Level commitment. Trades staff will respond to requests for work as per the following:

PriorityTimescale
 Routine within 2 working weeks 
 Urgent within 3 days
 Emergency within 2 hours (for effecting a repair or making a situation safe)

NB These are initial response times and not necessarily completion times, which may be affected by the availability of materials or equipment or the complexity of the work required.

Portering Services

For non chargeable requests, the services for the Portering Services section (formerly called the Heavy Squad) can be booked by completing a WEMIS Portering Services Request via Pegasus. There is a charge for some items and such requests should also be submitted on a web SR. Details of those requests for which customers will be charged can be viewed here - Policy Guidelines on Portering Services Charges.

Disposal of redundant IT equipment

Details of the procedure to follow when disposing of redundant equipment is available on the purchasing pages.

EMIS

All requests submitted by University Departments for repairs, maintenance, upgrades, adaptations etc. are processed through EMIS, as are all subsequent costs associated with these jobs.

On a bi-monthly basis a billing report is generated and customer billing statements are created and sent out to departments. Any errors in charging which are brought to the attention of Estates Services will be corrected and credited back to the customer through the next billing run. 

If you have any enquiries on billing statements - phone extension 2604

Customer Access

The web version of EMIS, termed "WEMIS", enables customers to create SR and MR requests online, monitor progress on their jobs, obtain advanced notification of pending charges and query up journal charges to their accounts by Estates Services.

If you wish to apply for this service, you will need to select the 'Request Pegasus Service' facility in Pegasus, within the Information Technology Service option in the Administration tab.

Once you have received confirmation that your WEMIS access has been granted, full instructions on how to create SRs and MRs online can be found at How do I create a service request on the web?