Open 8am - 5pm, Monday - Friday (except Bank Holidays)
Tel: 01227 816666
Customer Services is located in the Maintenance section of the Estates Department and its opening hours are 8.00am to 5.00pm from Monday to Friday (except Bank Holidays).
Any member of staff discovering a maintenance problem should contact Customer Services via telephone or intranet access. There are key staff in Schools and Departments who are authorised intranet users and are able to report a maintenance defect online through the Web Central system. If a member of staff requires authorisation to become an intranet user they can make this request to Customer Services who will organise this and provide user guidance.
It is imperative that Customer Services receive as much accurate information as is available, in particular the exact fault details and its precise location.
Students should log all 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 contact Customer Services directly.
A member of staff can also request minor improvements of a rechargeable nature to be carried out by contacting Customer Services by telephone, email, intranet access or via the Works Rechargeable 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 Customer Services, a work docket will be issued for the work to commence.
Outside normal office hours voicemail will take and record all requests. However, in the case of maintenance emergencies out of hours, the person reporting the occurrence should dial Campus Security on x 3300, and an on-call engineer will be contacted.
Customer Services will also accept key cutting and card access requests, once the correct authorisation has been provided.
|Estates Customer Servicesfirstname.lastname@example.org||(01227 8)16666|
|Estates Customer Services Advisers|
|Colleges, Tyler Court, Becket Court, Darwin Houses||Housekeeper|
|Park Wood Houses, Hothe Court||Park Wood Reception|
|Woodlands, Beverley Farm, Turing College||Keynes Housekeeper|
|General Buildings||Departmental Administrator|
|External grounds||Estates Customer Services (16666)|
Web reporting (defects & chargeable maintenance work)
Intranet web access is available to selected staff around the University, all of whom have a responsibility for the maintenance of their building and/or department. This list of users increases as and when it is proven an individual or department will benefit from being given access. Customer Services operators process the maintenance defects either from the web or by inputting the information received by telephone and passing them to the relevant trade supervisors for action.
Maintenance is prioritised according to the severity of the defect in question. Please check the Maintenance Service Levels list for details.