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Maintenance Response Times

The Maintenance Helpdesk prioritises job request tickets using a 0-4 system.  Once we have received an enquiry we assess the urgency of the request and assign priority status accordingly.

Please find below example tasks frequently undertaken by the Maintenance Team and the estimated timescales you can expect them to be completed within.

We aim to achieve the following targets:

  • All Emergency Requests (Within 24 hours) - Target SLA 100%
  • All Urgent Requests (Within 5 working days) - Target SLA 95%
  • Routine Requests (Within 10 working days) - Target SLA 90%
  • Other (As Agreed with requester) - Target SLA 95%

Please note timescales quoted are working days (Mon-Fri) unless you are reporting an emergency, in which case the Security Team will contact the appropriate Maintenance Team member on the out of hours call out rota.  All timescales quoted are service level timescale limits, in all cases we will endeavour to rectify every fault before the target repair time is reached.

Toilet Seat - Broken/loose 

  • Action: Repair/Replace seat
  • SLA Target: 5 Working days
  • Actioned By: Maintenance Team - Plumber

Blocked toilet

  • Action: Unblock and test
  • SLA Target: 24 Hours
  • Actioned By: Maintenance Team - Plumber

Broken lock (preventing access/securing access)

  • Action: Repair lock where possible or replace lock and supply new keys to authorised users
  • SLA Target: 24 Hours
  • Actioned By: Maintenance Team - Carpenter

Broken window

  • Action: Make safe and notify Maintenance Helpdesk to call out 3rd party glazier
  • SLA Target: 24 Hours
  • Actioned By: Maintenance Team - Carpenter (Security Team out of hours)

Confidential waste collection (staff offices only)

  • Action: Submit Online request for collection & secure destruction by a 3rd party
  • SLA Target:10 Working Days
  • Actioned By: Grounds & Garden Team (processed via Maintenance Helpdesk)

Extension lead (supply staff offices only)

  • Action: 1 x  2m. 4 way ext lead per office occupant, charges incurred for > quantities
  • SLA Target: Agreed with end user
  • Actioned By: Maintenance Helpdesk

Extra shelving (staff offices only)

  • Action: Fixed shelving only. Requirements & location assessed for load bearing wall
  • SLA Target: 10 Working Days
  • Actioned By: Maintenance Team - Carpenter

Hazardous waste collection (staff only)

  • Action: Complete the Online form, Appropriate disposal agreed
  • SLA Target: Agreed with requester
  • Actioned By: Grounds & Gardens (Processed via Maintenance Helpdesk)

Keys (staff offices only)

  • Action: Complete Online Form, approval required 
  • SLA Target: 5 Working Days 
  • Actioned By:Maintenance Helpdesk 

Lift not working

  • Action: Attempt to re-set the lift in-house. Mechanical faults require 3rd party call out
  • SLA Target: 24 Hours
  • Actioned By: Maintenance Helpdesk

Light out in corridor

  • Action: In-house electricians repair/replace bulb/light fitting
  • SLA Target: 5 Working Days
  • Actioned By: Maintenance team - Electrician 

Light out or flickering (teaching spaces, offices, student room)

  • Action: In-house electrician assess the impact and aim to replace bulb/light fitting
  • SLA Target: 24 Hours
  • Actioned By: Maintenance Team - Electrician 

Power loss (to a building)

  • Action: In-house electricians will carry out fault finding and restore the power ASAP
  • SLA Target: Within 2 Hours
  • Actioned By: Maintenance Team - Electrician 

Power loss (to a single socket or room)

  • Action: In-house electricians will carry out fault finding and restore the power ASAP 
  • SLA Target: 5 Working Days 
  • Actioned By: Maintenance Team - Electrician 

Power socket (new installation)

  • Action: Additional power outlets are assessed by the Maintenance Manager/ in-house electricians. New installation costs incurred will be re-charged. 
  • SLA Target: Agreed with end user
  • Actioned By:  Maintenance Team - Electrician (via Maintenance Helpdesk)

Smell of gas

  • Action: Contact the Maintenance Helpdesk or Security immediately
  • SLA Target: Within 2 hours 
  • Actioned By: Maintenance Helpdesk will alert the team

Trapped in lift

  • Action: Emergency lift phone manned by Security Team 24/7.  Maintenance Team will respond immediately in normal working hours.  
  • SLA Target: Immediate Response (< 1 hour)
  • Actioned By: Maintenance Helpdesk/Security Team

Trip hazards

  • Action: Maintenance Team to make safe 
  • SLA Target: Within 24 Hours
  • Actioned By: Maintenance Team - Carpenter

Water leak (Major - resulting in immediate damage to structure/services/equipment)

  • Action: Contact the Maintenance Helpdesk or Security immediately
  • SLA Target: < 2 Hours
  • Actioned By: Maintenance Helpdesk will alert all team members

Water leak (Minor - not causing immediate damage to structure/services/equipment)

  • Action:  Contact Maintenance Helpdesk to assess the urgency of the leak
  • SLA Target: < 5 Working days (dependent on urgency)
  • Actioned By: Maintenance Team - Plumber

Whiteboard or noticeboard installation (Offices & Halls of Residence Only)

  • Action: Departments responsible for purchase. Notify Maintenance Helpdesk when available for installation.  Halls of Residence noticeboards are supplied by Maintenance)
  • SLA Target: <10 Working Days
  • Actioned By: Maintenance Team - Carpenter

Products and services not supplied / maintained by the Estates and Campus Services Teams:

  • Portable desk fans cannot be supplied by the Maintenance Team, if required Schools/Departments should source and purchase directly
  • Temporary Portable heaters are only supplied by Maintenance as part of a repair to an existing heating fault
  • Furniture purchased by schools/departments must be purchased pre-assembled or alternative arrangements made for its assembly/construction
  • Laundrette Washing Machines and Dryers – These are maintained by the Student Union smsu@stmarys.ac.uk  020 8240 4312
  • All catering equipment such as vending machines, coffee machines are maintained by catering@stmarys.ac.uk
  • Media/audio visual equipment is supplied and maintained by the AV Department contact IT Helpdesk via The Hub Online.
  • Computer issues, e.g. internet Routers, printers, routers are dealt with by the IT Helpdesk via The Hub Online.
  • In line with Health and Safety regulations the Maintenance Team do not loan any tools or campus equipment  e.g. ladders, hand tools and power tools.