Overview

All staff to be courteous, friendly and helpful at all times

Work to be carried out safely, tidily and with consideration for others

Safety precautions to be adhered to at all times

A verbal report of the work to be provided with the customer informed of progress and any delays

Leave written (a card) notification of work carried out in Residences

Service Provision from Estates & Facilities Department

Provide a safe professional and friendly service

We will endeavour to meet the identified target responses given

Responsibilities of Users

Give a contact name and a telephone No or eMail address

You should allow access at any reasonable time to carry out the work

If works are rechargeable you should indicate before work starts if there is a cost limit which we have to work to

Reciprocate the same courtesies as extended by the Department

Overview

Ensure compliance with legal undertakings:

Health & Safety at Work Act

CDM Regulations

DDA Requirements

Service Provision from Estates & Facilities Department

Ensure buildings are compliant and fit for purpose - safe for staff, students and visitors

Keep under review all existing guidance and respond to new legislation to ensure that the University statutory obligations are met

Minimise the possibility of death and injury and subsequent consequential loss and damage claims through faults in the built environment & dangerous flora

Responsibilities of Users

Immediately report any defects or hazards that could affect the health and safety of the University's staff, students, external contractors and visitors

You should allow access at any reasonable time to carry out the workPrior to any work requiring roofs access, to facilitate safe working we will require written confirmation that all LEV's and Fume Cupboard exhausts have been isolated off for the duration of the works. With out the aforementioned confirmation and action, unfortunately work will be postponed pending the required action

Overview

Manage and prioritise condition survey information as well as; monitor, control and co-ordinate the Estates strategy

Service Provision from Estates & Facilities Department

Develop a cost and asset based action plan for maintenance of the built environment & landscape. To allow continuity of service of University business - allow building elements to be replaced prior to failure leading to increased levels of reliability and comfort by:

Implementation of a long-term maintenance programme

Make arrangements for annual inspection & testing of fall arrest systems

Responsibilities of Users

Overview

Repair and maintain the University's estate:

Response times within stated working hours:

Emergency

Urgent

Routine

Minor Works/Improvements

Response times out of hours:

Emergency only

For emergencies please call Estates Helpdesk 3001 or telephone Security 4499 if out of hours

Normal Hours of Work 8:00am – 4:30pm

Service Provision from Estates & Facilities Department

Maximum response times

Emergency – immediate response with a one hours attendance

Urgent – Same working day/24hours

Routine – 5 working days

Minor works/Improvements – 30 days

Out of Hours - Attendance and make safe service only - attend within 2 hours of call out

At busy periods defects may be considered by a manager and the response classified. However, if your request is not going to be responded to within the stated times [for any reason] we will notify you of the expected response time

In the event of the response being dependant on delivery of equipment or materials will keep you informed as to progress

Responsibilities of Users

Give a clear and concise description of the nature of the fault

Use the priority system sensibly making realistic judgement of the status of call outs – allocating too high a priority reduces our ability to respond to real emergencies. Once a call is logged try to ensure that repeated notifications are not made, this again reduces our ability to respond and may slow down response times

Refer to the definitions below:

Emergency: Significant threat to life and/or buildings, threat to major “outage” of University business

Urgent: Possible damage or disruption to University activity. Defect to lock to student flat or room containing equipment of high insurable value

Routine: An incident requiring minor repair/maintenance and causing minor inconvenience to building users, such as inoperable or excessively draughty window

Minor Works/improvements: Modification/alteration works or an incident causing no inconvenience to building users

Overview

Ensuring the University built environment is fit for purposes in accordance with the Workplace (Health Safety and Workplace) Regulations 1992

Service Provision from Estates & Facilities Department

Winter Conditions – Snow exceeding 50mm or frost deemed likely to be dangerous – see Urgent Response Times

Responsibilities of Users

Overview

Provide estimates for Building works

Service Provision from Estates & Facilities Department

Provide timely and accurate budget estimates

Responsibilities of Users

Provide a suitably detailed brief and/or requirements

Overview

8:00 – 16:30 Monday to Friday

Service Provision from Estates & Facilities Department

Individual lunch breaks will be variable on a daily basis to ensure a continuous working day from: 08:30 through to 16:30

Responsibilities of Users

Overview

Any (general) items requiring a written response will be responded to within 10 working days

Service Provision from Estates & Facilities Department

Responsibilities of Users

Overview

Appoint an estates project manager to manage each project

Notification of works:

In order to meet the needs of all our Client departments, we generally need at least four-weeks notice of new works – this will give us time to plan, resource and programme the requested works

During times of high demand particularly summer. We will advise through News and Views and the intranet of the last ‘guaranteed’ date that requests need to be submitted to the Department to ensure completion for the start of the new term

High quality project management service endeavouring to deliver projects on programme, on budget & to quality

Involve and advise the University in the briefing process ensuring expectation meet needs informing staff and students of progress as required

Review projects at practical completion stage by the use of customer satisfaction questionnaires

Manage contracts with the use of approved project management methodology

Service Provision from Estates & Facilities Department

Vet all project designs to ensure economically viable life cycle/operating costs

Completion time for work will be dependant on the nature of the requested work - were possible works will be processed quicker [typically where the work is straight forward] than the stated time frame. If your request is not going to be responded to within the stated times [for any reason] we will notify you of the expected response time

Requests for work received after the “cut-off” date will be progressed as quickly as possible and we will endeavour to ensure the quickest possible completion, but it may not be possible to meet your precise programme requirements - however, we will state when we expect your works to be complete and keep you informed of progress

In the event of the response being dependant on delivery of equipment or materials we will also keep you informed as to progress

Liaise with external building and associated professionals including:

HSE

Contractors

Consultants

Other specialists

Keep abreast of new and revised legislation relating to building works

Monitor cost and programme and advise of any variations

Use customer satisfaction questionnaires to learn and change operations to better meet customer expectations

Improve the performance of the team by use of KPI’s & review meetings

Responsibilities of Users

You should give a clear written brief of your requirements providing sufficient advanced notice of your requirements

Give as much advance notice as possible for works, indicating: scope of works, time scales and required completion dates. This will allow us to organise contractors and outside agencies to precisely meet your requirements

Contractors and outside agencies are traditionally heavily committed during the summer period. Early notification will allow us to “lock-in” contractors, who will be more able to give you “best value” and commit to your time scale

Late notification for summer works may result in inflated costs and not being able to meet your precise timescale requirements

Provide information required to facilitate the scheme in a timely manner

Allow access to buildings and decant to the programme requirements

Give an indication as to the purpose of the request e.g. definite need, provisional enquiry etc. Indicate the likelihood of funding being available and indication of approximate date for completion. This will allow each request to be correctly prioritised

Participate in group discussion where joint users are involved

Overview

To monitor and review the service provided to improve efficiency for the future

Service Provision from Estates & Facilities Department

Continually review the service provided by examining current practices, exploring alternatives for improvement and establishing effective programmes for implementation

Undertake service monitoring by: identifying service standards measuring volume performance indicators

Take into account resource constraints to avoid developing a costly means of assessing performance which may not have true benefits to the University

Undertake service monitoring by: identifying service standards measuring volume performance indicators

Responsibilities of Users