Estates

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:

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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

3 - Within 5 Working Days - Routine

  • Lighting (where it is one of a number in an area)
  • External lighting
  • Door closers
  • 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.

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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.

The Estates Department- © University of Kent

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

Last Updated: 24/07/2019