It can be frustrating when something goes wrong in your accommodation so we always try to carry out repairs as quickly as possible. Here’s how we prioritise our work and expected waiting times.

Emergency priority

Response time: 1 hour during normal office hours or 2 hours if outside of normal office hours.

Includes things like break ins, broken lifts, total loss of heating in the building, ceiling collapse – things that could risk someone’s immediate safety.

Urgent priority

Response time: within 24 hours during normal office hours

Includes loss of hot water, partial loss of heating, faults on doors and windows which could compromise your security.

Respond and fix priority 3

Response time: within 3 working days

Includes minor heating or plumbing leaks, flickering lights, roof leaks, loss of power to individual lights (where other lights are still available), major cooker, washing machine and fridge faults and internal lock faults.

Respond and fix priority 4

Response time: within 7 working days

Includes broken toilet seats, faulty cooker hoods, bathroom extractor faults, replacement of shower heads, minor joinery repairs, window faults which do not compromise security and plaster investigations/repairs.

Respond and fix priority 5

Response time: within 15 working days

Includes the replacement of sanitary fittings, repairing holes in walls and ceilings or plaster repairs, replacement of faulty shower units and minor joinery repairs

Fixed by agreed date

Includes the fixing of shelves, notice boards and white boards, difficult access during busy exam periods and any items not listed above.