Facilities Services

Repairs and Maintenance Helpdesk

Service Level Agreement

Response Times For Repairs And Maintenance Works

RESPONSE TIMES – Monday to Friday 8am to 5pm (except Bank Holidays)

Priority 1 - Immediate Response (As soon as possible or as stated below)

Where there is threat to human safety or excessive damage to property.

1. Leakage of gas or electricity - isolation of services. Repairs will be done immediately if possible i.e. if parts are in stock or the cause of damage has been attended to.
2. To establish the situation with regard to passengers trapped in lifts. Release passengers if possible; if not contact Lift Maintenance contractor who will respond within 1hour of being notified. Repairs are dealt with as in Priority 2.
3. Large escapes of water - isolation of services. Repairs will be done immediately if possible i.e. if parts are in stock or the cause of damage has been attended to.
4. Main entrance door repairs, this will depend upon availability of spares. If this is a problem alternative means may be employed.
5. Fire alarm faults or false alarms.
6. Make safe dangerous structures, i.e. propping up, removing or cordoning off.

Priority 2 - Response within 4 hours

1. Board up broken windows (repair where possible).
2. Loss of heating in winter months.
3. Loss or lack of hot or cold water if none other available.
4. Clear drain blockages - sinks/baths.
5. Lift Maintenance Contractor to restore lift service, by all means possible, if no other lift is available in the building.
6. Repairs to fire doors and closers.
7. Replace locks.
8. Paint out or remove offensive graffiti.
9. Restore any loss of electricity.
10. Repairs to lighting where no other exists or where flickering lamp causes to customer discomfort.
11. Repairs to any lights on staircases.
12. Repairs to doors and/or door frames and window frames where security is at risk.
13. Temporary repairs to roof leaks.

Priority 3 - Response within 1 Working Day

1. Repair broken window where previously boarded up (except sealed double glazed units as these take longer to manufacture).
2. Minor plumbing repairs e.g. WC Cisterns and bowls, water hammer.
3. Repairs or replace fridge freezers and cookers depending on availability of spares.
4. Repairs to lighting not described in Priority 2 above.
5. Restore lift services where not described in Priority 2 above.

Priority 4 - Response within 5 Working Days

1. Repairs to furniture.
2. General carpentry repairs e.g. internal doors and frames, window frames non security risk.
3. Replacement of baths, basins and kitchen units.
4. Repairs to wall tiling particularly showers.
5. Repairs to other fitting e.g. curtains and tracking.

Priority 5 - Response within 7 Days

1. All other repairs.

Note:

It is difficult to write a definitive list of items and where items may not fit the above list then response times will have to be agreed when they arise.

Items of redecoration and improvement works will have an agreed time frame allocated to them and do not therefore fall into any of the above categories.

Outside the stated hours cover is provided by a list of emergency contractors. The list is held in the security control room at Docklands and also at each local campus security office and also on this web-site. The maximum time for an emergency contractor to respond is 4 hours; 1 hour is the response time for a lift trap-in.

---

© 2008