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Building Section SLAs

These are the draft Service Level Agreements for the Building Section of Estates and Facilities.

Service Levels have been calculated after considering the severity of the issue, the disruption caused to users and where appropriate it's location. All the Service Level Agreements for the department will be discussed with Schools shortly with a view to ratification by the University.

The cross-section SLA document contains details of the service offered, contact information and the responsibility of both the User and Estates and Facilities, our commitments and whether the task falls inside or outside of our agreed overheads.

Sample tasks for this section are included below and the full draft Service Level Agreements (xlsx, 87KB) is available for download.

Typical Building Section Tasks

 Task Job TypeResponseRectification
Carpet: Trip Hazard Floor Finishes 1 day 1 day 
Carpet: Replacement Floor Finishes 14 days 28 days
Floor finishes. Miscellaneous Job Floor Finishes 14 days 28 days
Stair nosing repair/refitting Floor Finishes 1 day 1 day 
Vinyl floor covering lifting or loose; make safe Floor Finishes 1 day 1 day 
       
Miscellaneous Job Grounds Maintenance 7 days 14 days
Broken/damaged fence Grounds Maintenance 7 days 14 days
Cut back growth Grounds Maintenance 7 days 14 days
Fallen tree/large branch Grounds Maintenance 1 day 3 days
Moving/dangerous paving slabs; make safe Grounds Maintenance 1 day 3 days
       
Pest Control: Miscellaneous Job Pest Control  1 day 3 days
       
Wall/Ceiling repair Building 2 days 14 days
Refix wall tiles Building 2 days 14 days
Replace broken ceiling tile(s) Building 7 days 14 days
Minor Building Repair Building 7 days 14 days
Structural Repair  Building 2 days 14 days
       
Painting - internal Painting 14 days 28 days
Painting - external Painting 14 days 28 days
Patch-paint damaged wall or ceiling Painting 14 days 28 days
       
Door frame repair Joinery 2 days 14 days
Door lock not working: Bedroom Joinery 2 hours 12 hours
Door lock not working: Other Joinery 1 day 3 days
Door repair Joinery 1 day 3 days
Ease door Joinery 7 days 14 days
Replace door Joinery 7 days 14 days
Window repair (not glazing) Joinery 7 days 14 days
Window replacement Joinery 2 days 14 days
Furniture repair Joinery 7 days 14 days
Filing cabinet locked but no key Joinery 7 days 14 days
Fitting of fixtures Joinery 7 days 14 days
Repair damaged kitchen fittings Joinery 7 days 14 days
Change batteries to Salto lock Joinery 1 day 3 days
Joinery task Joinery 7 days 14 days