Estates Helpdesk

The Estates Helpdesk handles issues relating to the EMIS system, including its web version, WEMIS, and deal with all calls from University staff and students for emergency works. Additionally it serves as the reception desk for the Estates Services Department. The Helpdesk is based at 181 St James Road, and its opening hours are 8.00am to 5.00pm weekdays.

Outwith these times enquiries are handled by Security Services on extension 3333.

To contact the helpdesk:

Extension 2164

Maintenance and Service Requests

Estates Services carries out repairs and maintenance on all University buildings, footpaths and landscape areas and external lighting. The operational staff also process any chargeable upgrade works requested by departments.

Only requests for emergency works can be taken by phone. Requests for non-emergency Service (SR) and Maintenance (MR) works should be submitted online via the Web EMIS (WEMIS) system.

Prioritising of work requests

Customers submitting a service or maintenance request must apply a priority to it. The following should assist you in deciding on the correct priority:

Emergency - matters at risk of causing injury or substational property damage, e.g.:

  • Escape of gas or fumes
  • Electrical fittings in contact with water
  • Bare or live electrical wires or fittings
  • Full floor/building failure of lights or power
  • Failure of sanitary services and sewage overflowing into properties
  • Sever water leaks
  • Damage to floors or paths resulting in a hazard
  • Broken doors/windows, or external doors or windows that cannot be securely locked, causing the property to be insecure.

Urgent - matters causing inconvenience but with a low probability of further property damage if resolved within the target response time, e.g.:

  • Fault 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
  • Heating failures where no other source of heating is available

Routine - not hazardous and causing only minor inconvenience to the building and its occupants, e.g.:

  • 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
  • Repairs to roof tiles or lead flashings
  • Furniture faults
  • Repairs to shelves and fixed equipment that are not hazardous

The above examples are for guidance only. Estates will take account of the individual needs of the building occupants, whether or not the issue is business critical and whether the fault/defect is impacting on those with special needs.

Service Levels

Operational staff have a target response time for all requests as follows:

Priority Timescale
Routine within 2 working weeks
Urgent within 3 days
Emergency within 2 hours (for effecting a repair/making a situation safe)

Please note however, that these are initial response times, not completion times. Completion times may be affected by the availability of materials or equipment, or the complexity of the works required.