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Response times for maintenance and repairs on campus

How quickly we respond to requests for maintenance and repairs on campus, not including accommodation.


Two-hour response time

We respond within two hours when you report:

  • fire or imminent risk of fire or explosion
  • gas leaks
  • any incident that presents an immediate danger to personal safety
  • substantial flood or leakage of water from plumbing or heating service not contained by local drains
  • loss of electrical supply to a building or a significant part of a building (more than one room)
  • lift breakdown with passengers inside
  • any incident that stops teaching or an on‐going research project
  • a problem affecting the external security of buildings or unsecured property

24-hour response time

We respond within 24 hours when you report:

  • blocked drains, blocked toilets or internal waste pipes
  • loss of heating on a building basis
  • loss of hot or cold water on a building basis
  • loss of electrical supply to a number of rooms or area
  • broken glass in a window or door (may involve boarding or application of a security film and returning to reglaze later)
  • unusable sanitary fittings where they are the only ones available for use
  • any incident giving rise to a serious safety risk (such as floor coverings, steps, paved areas)
  • lighting failure on a local basis* where no other light source exists
  • any emergency lighting failure
  • loss of other local services, such as ventilation and air conditioning
  • water leak not causing damage to the building, such as a tap that won't turn off
  • lift breakdown with no passengers inside
  • loss of IT network (report to the Digital Data & Technology Group in the first instance)
  • emergency key cutting (no other key available)
  • broken or missing window restrictors, when affecting security or health and safety

There may be circumstances when a '24 hour' response is not suitable, such as when an event is taking place. In these cases a 'same day' response may be the target.

Three-day response time

We respond within three days when you report:

  • lighting failure when other lighting exists in the room
  • water ingress into a room that is not causing immediate problems but could cause problems in the long term
  • damage to an internal door that could cause security problems
  • blocked external drains
  • key cutting (if the spare key is missing)
  • loss of water supply on a local basis* (other outlets available)
  • loss of electrical power on a local basis* (individual socket circuit or other outlets available)
  • broken or missing window restrictors (no security or health and safety impact)

Seven-day response time

We respond within seven days when you request:

  • loose or missing floor tiles and paving where there is a minimal safety risk
  • replacement of cracked glass not giving rise to security or safety risk
  • replacement or repairs to sanitary ware fittings, such as plugs and seats
  • adjustment of door closures or floor springs
  • repairs to joinery items such as doors and windows, where there is no security risk
  • re‐fixing loose fixtures and fittings

Agreed response times

We will contact you with a specific response time when you request:

  • repairs to furniture
  • repairs to furniture when the damage affects the functionality of the room
  • creation or replacement of nameplates for room occupants
  • painting
  • replacement of cracked sanitary ware when the damage has not prevented use or caused a health and safety risk
  • installation of standard telephone and data sockets
  • plaster repairs or redecoration
  • cutting of additional spare keys
  • any other task that has been rearranged

*'on a local basis' means the Helpdesk may ask further questions if they need more clarification to determine the scale and impact of the issue you are reporting.


If you have any questions, please contact us.

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