Estates Services Estates Maintenance Services (EMS) FAQs

EMS manages the work requests for all routine maintenance and recoverable works. It also manages planned preventative maintenance and major capital projects undertaken by Estates Services.

The system went live in 2019. The benefits of the system include:

  • real-time updates on work requests
  • an enhanced reporting capability
  • the allocation of tasks to trade operatives via mobile devices
  • the elimination of paper job lines

‘Service Order’ is any piece of work that you request to be carried out. Before it would have been called a ‘Maintenance Request’ or ‘Service Request’.

All departments should have at least one EMS user. This person will be able to log Service Orders for all staff within the department. Previous WEMIS (Web Estates Management System) users will have automatic access to EMS.

The EMS system sits within the overall FMS (Finance Management system). It can be accessed through the Pegasus Portal in the same way as FMS. A separate menu option for the Estates Maintenance System will be visible down the left-hand column. It will be labelled 'Estates Maintenance Services' once you've been granted access.

You will need a valid University of Strathclyde DS username and password to access the system.

If you can't see the 'EMS' menu option within the FMS, please complete the FMS Request for Basic and Additional Access form

Most users familiar with the FMS systems should find the EMS system relatively simple to use. Training videos are available on YouTube. These will help in creating non-recoverable Service Orders and creating recoverable Service Orders. Please contact the Estates Helpdesk if you'd like any further support. 

You can check this via the ‘List of users’ report.

  1. Open the Estates Maintenance Services system.
  2. Under the ‘Reports’ heading you will see a list of all reports which are available to your role. Select the ‘EMS user list’ option.
  3. In ‘Selection Criteria’ at the top of the page enter your departmental cost centre into the field titled ‘User CostC’. Click the ‘Search’ button.

Alternatively, please contact the Helpdesk who can check this for you. You'll need to know your departmental cost centre to do this. 

 No. You should submit individual Service Orders for each element of work you are requesting. Even if those different aspects are within the same room.

When creating a Service Order you need to enter details in the ‘object code’ field of the building, floor, room that the work is for. 

To check the building code for your own building to allow you to enter a code in the 'object code' field, see the EMS Building Codes list.

There are two ways to complete the 'object code' field:

  1. EMS has a value lookup system that you can use. It's explained in the training video. 

  2. A quicker way is to type the relevant code straight into the 'object code' field. All rooms are coded in the same way. For example, MC-01-133 is the McCance building, Floor 01, Room 133. CL-02-201 is the Collins building, level 2, Room 201. If you begin to type your building code (for example, MC) you will see a list of values for that building alone.

On the EMS system, customers cannot select a priority. The Estates Helpdesk will assign the appropriate priority. Once the Helpdesk has rolled forward your request, you will receive an email. It will notify you that your Service Order has been created on the system. This email will include details of the priority and the Sub Project Manager for your job. 

Find out more about priorities and service levels.

 Yes, you will be notified when any of the following occurs:

  • when an operative has been assigned to your Service Order and is on their way to the location
  • if a job is cancelled
  • when a job is fully completed
  • if an operative has been assigned to your Service Order but was unable to gain access
  • if the work requires a specialist contractor or we don’t hold spares required in the University stores
  • if adverse weather is delaying progress on your Service Order
  • if the priority on your Service Order is amended from that originally notified to you. For example, if an emergency job has been made safe and is now awaiting a more permanent repair

The service levels are as follows:



within 10 working days


within 5 working days


initial response < 2 hrs. Make situation safe and secure < 4 hrs.


agreed or scheduled date

Find out more about priorities and service levels.

For emergencies only, call the Estates Helpdesk on extension 2164. Do not use the EMS system to report an emergency.

The Helpdesk is operational 8am to 5pm on weekdays. Outside those hours Security Services will handle emergency calls. 

Examples of emergencies include:

  • gas leak
  • sewage overflow
  • loss of electrical supply to an entire floor or building
  • lighting failure on a local basis which is affecting a teaching space, emergency exit or stairs
  • security incident (theft, burglary, or problem affecting personal security and safety)
  • doors/windows which are broken or cannot be locked, causing the property to be insecure
  • lift breakdown

You can run a Service Order Status report to see the status of your job. Instructions for doing this can be found on the EMS page

Any other enquiries should be emailed to the Estates Helpdesk, or call extension 2164.

Please email Estates Helpdesk,, or call extension 2164.

The matter will be referred to the Project Manager for your Service Order. They will review the costs charged to date. Where it is considered that you have been overbilled, a journal will be carried out to credit you back the appropriate amount.  

If you would like a quote for works before proceeding with them, please check the 'Quote Required' box on the Service Order entry form. This will send your request to the appropriate trade supervisor. They will then be in touch with a quote for the works.