Student Handbook - Appendix 5 Maintenance Department Service Level Agreement
Student Accommodation Handbook
APPENDIXÂ 5
MAINTENANCE DEPARTMENT SERVICE LEVEL AGREEMENT
COLLEGEÂ UNDERTAKING.
The College Maintenance Department carries out preventative maintenance and routine repairs of all College properties. Where necessary work will be carried out by contractors.The College undertakes to carry out repairs to student accommodation in accordance with the following priorities and wherever possible, to carry out the necessary works within the agreed timeframe.
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| PRIORITY | NATURE OF FAULT | RESPONSE TIME |
|
PRIORITY 1 These faults will be treated as emergencies and will be dealt with as soon as possible. Emergency repairs may be carried out isolate hazards or to reduce the likelihood of damage either to the fabric of the building or to student or College owned property. |
General electrical fault or loss of mains electricity supply. | 1. Inside Normal Working Hours. Analysis of fault and either full or temporary repair or isolation of the fault within one hour of fault being reported to Porters Lodge. 2. Outside normal working hours. Response by on-call maintenance staff within one hour of fault being reported to Porters Lodge, then analysis of the fault and either full or temporary repair or isolation of within one hour. |
| Failure of domestic hot or cold water supply or heating | ||
| Leaks from domestic water supply or heating circuits not contained within basin, bath or shower. | ||
| Breakages or faults to doors or windows that leave student accommodation or public rooms insecure or otherwise at risk. | ||
| Faults to fire alarms or emergency lighting systems | ||
| PRIORITY 2 | Reduction in performance of heating or domestic hot or cold water supplies not amounting to loss of service | 1. Inside Normal Working Hours. Within one working day 2. Outside normal working hours. Analysis of fault and either full or temporary repair or isolation of the fault during the working day after the fault being reported to Porters Lodge, |
| Leaks contained within basins, baths or showers | ||
| Loss of mains electricity to a single room | ||
| Replacement of light bulbs in study bedrooms or public areas. | ||
|
PRIORITY 3 |
Faults not in category 1 or 2. | Faults will be investigated and repaired as soon as possible after being reported. Overtime will not normally be allowed for faults in Priority Category 3 |
STUDENT UNDERTAKING
Students living in College accommodation undertake:
To use all College supplied equipment, fixtures and fittings in a sensible and reasonable manner and in accordance with the operating instructions (where provided).
Not to tamper with or attempt to adjust College owned equipment that appears to be faulty or inoperative.
Not to tamper with or misuse any fire alarm, fire prevention or fire fighting equipment
To report faults promptly, by any of the following methods:
The on-line fault reporting facility on the College website (This is the preferred method for non-urgent items)
Informing your bedder or cleaner that there is a fault in your room.
In an emergency, by telephoning the Porters Lodge.
To allow their cleaners access to their room for cleaning at least twice per week.
To allow members of the Maintenance Department, or authorised contractors, reasonable access their room in order to allow them to inspect or to carry out repairs to the services provided in the room.
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