Opening Times

Open 8am - 5pm, Monday - Friday (except Bank Holidays)

Contact Details


Tel: Internal extension 16666

Maintenance Issues

Create an online maintenance work request (intranet users only).

Estates Hourly Rates

How we calculate our hourly rates

Customer Services Policy

Read policy document

Service Level Statement

Read the Customer Services SLS


Make a complaint

2018-19 statistics

View defect reporting figures

2019-20 statistics

View defect reporting figures

Our Customers

Types of customer we serve

Customer Services

The Customer Services Centre acts as the key contact point for all enquiries regarding services provided by the Estates Department and is managed by Sarah Cooke, Head of Customer Services & Engagement who is supported by a team of Customer Services Advisers.

The Centre were awarded the Customer Service Excellence standard in July 2019, which focuses on delivery, timeliness, information, professionalism and staff attitude.  For more information on this standard click here.

The Customer Services Advisers take complete ownership of all enquiries to the Centre, ensuring customers are kept fully informed of the progress of their enquiry. There is also a robust Complaints Procedure for customers to use when they are not totally happy with the service they have received.

There are key staff in Schools and Departments who are authorised intranet users and are able to report maintenance defects online through the Customer Services Web Central system. Staff wishing to use this function should contact the Customer Services team who will organise this and provide user guidance. Students should log all maintenance defects with their accommodation via the Kent Hospitality online system, details of this are provided in their accommodation areas or can be obtained from the Receptions. Students should not report these directly to the Customer Services Centre.

A member of staff can also request minor improvements of a rechargeable nature to be carried out by contacting the Customer Services Centre by telephone, email, intranet access or via the Rechargeable Works online system, accessible via the Estates webpage. If required, an estimate can be provided for this type of work. Once acceptance of the account code to be charged has been received by the Customer Services team, a work docket will be issued for the work to commence.

The Customer Services Centre is open Monday – Friday 8.00am – 5.00pm (excluding Bank Holidays and University closure days) and is located in the Estates Department. Outside normal office hours voicemail will take and record all requests. In the case of maintenance emergencies out of hours, the person reporting the issue should contact Campus Security on 01227 823300 (extension 3300 if dialling internally) and an on-call engineer will be contacted.

Our commitment to our customers

We will:

  • Greet our customers in a courteous and professional manner, and maintain this manner at each point contact is made with the customer.
  • Listen effectively to our customers' requests and promptly take the necessary actions to assist them.
  • Keep our customers informed of unexpected delays in service which may affect their request.
  • Inform our customers of normal process times, in accordance with our Service Level Statements.
  • Provide regular updates on where we are in the process, in the unlikely event a customer's request is unable to be processed within the allocated timeframe.
  • Respond to email enquiries within 2 working days, and we will ensure the customer is informed on what actions are being taken.
  • Give a positive experience to all our customers.
  • Ensure our customers understand our complaints procedure and keep this procedure under review.

We expect that our customers will:

  • Be respectful and polite to our staff.
  • Be considerate of other customers' needs and requests.
  • Use our online services if they can and be willing to try new ways of contacting us.
  • Keep us informed of personal changes which might affect the services we provide to them.
  • Provide us with feedback about their experiences to help us to learn and improve.

Contact points

Estates Customer 8)16666
Estates Customer Services Advisers
Beverley Braiden
Angela Durling
Rebecca Medlock
Emily Mashford
Location Contact point
Colleges, Tyler Court, Becket Court, Darwin Houses Housekeeper
Park Wood Houses, Hothe Court Park Wood Reception
Woodlands, Beverley Farm, Turing College Keynes Housekeeper
Laboratories Laboratory Manager
General Buildings Departmental Administrator
External grounds Estates Customer Services (16666)


Rechargeable works (price request)

Requests for costs for minor alterations and improvements to be carried out in your department can be submitted using the form below. Requests for maintenance work should not be made using this system. After you have submitted a request it will be processed by Estates staff as quickly as possible. You will be kept informed via email.

Please note: Rechargeable work will not be scheduled until the cost has been accepted and a cost code has been provided.



The Estates Department- © University of Kent

The University of Kent, Canterbury, Kent, CT2 7NN, T: +44 (0)1227 764000

Last Updated: 07/10/2019