Maintenance

All repairs and maintenance should be reported using the Building Maintenance System. (Residents in Leased Halls,: Denmark Road, Brook Hall and Weston Hall should consult their hall reception for details on how to report such issues).

Report all faults including buildings, housekeeping, pest infestation on Building Maintenance. Please note that jobs entered on this system will not be addressed on weekends, bank holidays or University closed days. During this period a call out system is in operation and emergencies should be reported to the ResLife Team.

By reporting a problem and requesting that it be fixed you give consent to University of Manchester staff or its agents entering your room to fix the problem.

It is your responsibility to ensure your room is kept in such a manner that it is safe for our staff or agents to enter should they need to do so to affect a repair or deal with an emergency situation. Trip hazards should be avoided. It is also your responsibility to report issues or faults such as broken chairs, pest control issues, etc.

You must not attempt any repairs yourself.

As a resident, you have a right to expect that repairs are carried out as quickly as necessary. Requests to repair a defect will normally be responded to within the times outlined below by our Estates Colleagues or a University approved contractor, who will make an initial assessment and aim to resolve the issue at that time. The assessment will commence from the time you have input the request using the online reporting system (weekends excluded – report emergencies to the Duty ResLife Adviser). If further investigation is required or parts sought we will keep you informed. The response times vary depending on the nature of the repair.

Emergency: These would normally be carried out within 4 hours and are incidents or defects which require an immediate response, possibly endangering the health and safety of people, causing major damage to buildings or affecting building security

Examples

  • Gas leaks
  • Loss of electrical supply to a building
  • Loss of heating to a building
  • Major water leaks
  • Fire or imminent risk of fire or explosion
  • Collapse of a structure
  • Loss of all lift facilities
  • Fire alarm system failure

Urgent: We would normally expect to carry out 80% of all work in this category within one working day, and 100% within two This is work which does not present an immediate threat to the health and safety of people but which requires a swift response to prevent deterioration in services or increased damage

Examples

  • Blocked drains
  • Broken window (will initially be made safe)
  • Malfunctioning locks
  • Loss of heating, hot water or lighting in a room
  • Overflow running
  • Running taps (not dripping)
  • Floor covering (trip hazard)
  • Emergency exits compromised
  • Room security
  • Stair lights out

Non Urgent: We would normally expect to carry out 70% of all work in this category within 5 working days and 100% of the work in 10 working days. This is work, which if not attended to, could result in a reduction in the quality of the service provided

Examples

  • Loss of electrical power at a single socket outlet
  • One light out (of many) in a room
  • One radiator not working
  • Adjustment to door closures
  • Dripping taps
  • Window adjustment
  • Plaster repairs

Response Time

Our maintenance teams handle over 40,000 jobs per year; as a result, repairs are issued on a priority status from emergency through to non-urgent. Emergency repairs will be undertaken as soon as possible, even on weekends.

You can track your own job on the building maintenance system. If you are having any difficulties or experiencing a persistent maintenance issue visit your local domestic team office or hall reception but please provide further details of your recorded issues such as job numbers in order for us to assist you.

Please note that some repairs can take longer to fix than we would like, for example, roof repairs may require detailed examination and have health and safety implications around safe access. It may in this instance be appropriate to temporarily relocate you so you can keep enjoying your time in halls.

How to Report Building or Equipment Faults

To report faults in your accommodation, you should log onto the Building Maintenance System.

Select the relevant boxes. Then on the following page use the drop down boxes and the text box to report your issue, giving us as much detail as you can to assist our maintenance team.

You will receive an email receipt and your job will be filtered to the appropriate service. You can view your issues which will enable you to see when your job has been filtered.

If you aren’t satisfied with the repair you can re-open the fault or report it again. Please be specific about why the job hasn’t been completed satisfactorily so that we can try and put things right.

You can also track your job to see if it has been completed. If you do not think a job has been completed within the expected timescales, your local hall reception may be able to help you.

Routine Maintenance Checks

Under the UUK code we are required to carry out a number of routine maintenance checks. If issues are identified during routine inspections a buildings maintenance request will be submitted on your behalf. You do not need to be in during these checks.