Department of Estates

Service level commitments

Our Service Level Agreement (SLA) outlines what happens when you report a fault and the timeframe in which you can expect a response.

Priorities for work requests

When the Helpdesk receives a Works Request it is necessary for them to prioritise your work using our available resources. Consequently, we operate to a Service Level Standard for maintenance work. Please remember that the efficiency of this system relies upon the accuracy of the information that you provide.

Priority Response time
Priority 1: emergency Immediate to 2 hours
Priority 2: urgent Less than 24 hours
Priority 3: important Less than 3 days
Priority 4: standard Less than 7 days
Priority 5: normal Agreed date

We have set ourselves a target of 100% response rate for priority 1 and 85% response rate for priorities 2, 3, 4 & 5. We regularly audit ourselves to ensure that these are met.

Priority 1: emergency / 2 hours

A priority 1 job is typically a 999 type of situation in which life is threatened or there is a likelihood of catastrophic damage to property. We will direct a resource to the problem immediately, and will ensure that the problem is returned to a safe or usable state within two hours. This may incur overtime or call-out charges. We will then put in place measures to reinstate the premises as necessary. Any further work required will be done as soon as availability of labour and materials allow.

Priority 2: urgent / 24 hours

We will ensure that a resource attends to the problem on the same day (or if not possible then certainly within 24 hours) that it is reported and returns the premises to a safe or usable state. This may incur overtime and/or call-out charges. Any further work required will be done as soon as availability of labour and materials allow.

Priority 3: important / 3 days

This priority will ensure that a resource attends to the problem within three working days and returns the premises to a safe or usable state. Any further work required will be done as soon as availability of labour and materials allow.

Priority 4: standard / 7 days

We will ensure that a resource attends to the problem within seven working days and return the premises to a safe or usable state. Any further work required will be done as soon as availability of labour and materials allow.

Priority 5: normal / agreed date

We will ensure that the problem, as reported, is rectified at a mutually agreed date. If on inspection the problem is greater than reported it will be made safe or usable, and a permanent repair will be carried out as soon as availability of labour and materials permit.

Definition of response

Response means that the request will be dealt with in the most appropriate manner. Where possible, a full repair or reinstatement will be done within the Priority timescale.

Occasionally, the nature of the problem may make it necessary to carry out a temporary repair and return when it is possible to complete the task, due to delivery of materials or the need to employ a specialist contractor. If a subsequent visit is necessary, the originator of the request will be notified of the delay and the priority of the task will be changed to 'Agreed Date' (Priority 5: Normal ) and arranged with the originator of the request.

Please take note : Any request for a quotation or estimate will be addressed within 15 working days.

Maintenance Responsibilities

The Department of Estates's budget is used for the maintenance and repair of existing building fabric, central services and landscapes. However, departments will be responsible for the cost of some services.

If you have a query regarding these Priorities and Maintenance Responsibilities please contact the Department of Estates Helpdesk on 01225 383232 or estates-helpdesk@bath.ac.uk.