Maintenance service levels
Service level statements are a set of agreed practical levels of service that the customer can expect for a specific maintenance problem. The service level statements refer to the response times to the maintenance requests and stipulate the maximum time it should take to respond to a specific problem from the time the request is received.
This is not a definitive list but indicative of the type of defect that should be included in each priority level. Please note that UPP controlled buildings operate on a separate priority agreement.
There are five levels of priority:
1 - Within 1 hour - Emergency
- Floods (either from pipework or leaking roofs)
- Glazing (where security or safety is compromised)
- Electrical shutdown of a building
- People trapped in a lift
- Gas leaks
- Fire alarms
- Serious trip hazard
- Bare electrical cables
2 - Within 24 Hours - Urgent
- No heating
- No water
- Lighting (where it provides the only illumination in an area)
- Lights on staircases
- No hot water
- Shower not working (where it is the only one in a house)
- Localised electrical failure
- Security lighting
- Blocked toilets or drains
- Lifts out of action
- Corridor lights
- Removal of graffiti
- Door closers
3 - Within 5 Working Days - Routine
- Lighting (where it is one of a number in an area)
- External lighting
- Unable to open windows
- Tiling to shower
4 - Within 20 Working Days - Scheduled
- All other Maintenance items required.
5 - By Agreed Date - Planned
- All other planned maintenance requests.
Work of a rechargeable nature which requires forward planning
- Bespoke requests
- Work of a rechargeable nature which requires forward planning (Requests logged via the Rechargeable works request system)
This is not a definitive list but indicative of the type of defect that should be included in each priority level.
The Student Accommodation Code
The University abides by the Student Accommodation Code to ensure that all University-owned accommodation is of a good standard and meets safety requirements.