Facilities Helpdesk
Source: https://www.york.ac.uk/about/departments/support-and-admin/facilities-management-and-campus-services/facilities-helpdesk/ Parent: https://www.york.ac.uk/about/departments/support-and-admin/
Need to report a fault or get something moved?
Report a fault or log a job
To report a fault or log a new job, please log in to the Helpdesk Portal. Remember, you will need a building code to report a fault.
Track your request
You can track the progress of job request by following the 'My Job Requests' link on the Facilities Helpdesk webpage.
Response times
We will use the information you provide to prioritise work requests using available resources.
Where possible, a full repair or reinstatement will be completed within the priority timescale below.
Occasionally, it may be necessary to carry out a temporary repair and return later to complete the task. This may be due to awaiting parts, or the need to employ a specialist contractor. Details of any priority/timescale change will be noted against the works order.
| Priority | First response | Second response** | Priority number |
|---|---|---|---|
| Emergency | <2 hours | <5 days | 1 |
| Urgent | <24 hours | < 10 days | 2 |
| Essential | <5 days* | <15 days | 3 |
| Non-essential | Long term maintenance programme | As agreed with customer | 4 |
*A day is a working day and excludes weekends and public holidays. \ **Time to fix if a second visit is required.
Priority examples
'Emergency' priority 1 examples
This is an emergency situation in which life is threatened and or there is a likelihood of catastrophic damage to University property. Examples include:
- Fire, imminent risk of fire or explosion.
- Gas leaks.
- Leakage of water from plumbing or heating service not connected by local drains.
- Loss of electrical supply to a building.
- Lift breakdown with passengers inside.
- Fire alarm failure.
- Fire exit door won't open.
'Urgent' priority 2 examples
- Blocked Internal (sink(s)/shower(s)) wastes and drains.
- A problem affecting the security of buildings or property.
- Failure of services affecting room temperature.
- Air conditioning not working.
- No power in room.
'Essential' priority 3 examples
- Loss of electrical power where other sockets still work within the room.
- Damage to an internal door that could cause security problems.
- Loose or missing floor tiles/paving where there is minimal safety risk.
- Replacement/repairs to sanitary ware fittings: plugs, seats, etc.
- Adjustment of door closures or floor springs.
- Repairs to joinery items: doors, window, etc, where there is no security risk.
- Re-fix loose fixtures and fittings.
- Repairs to furniture when the damage affects the functionality of the room.
'Non Essential' priority 4 examples
- Furniture - jobs connected with repair or purchasing furniture.
- Replacement of nameplates for room occupants.
- Painting.
- Replacement of cracked sanitary ware when the damage has not prevented use, or caused an H&S risk.
- Plaster repairs.
- Remove and replace bathroom sealant.
- Rechargeable job requests.
- Any other task that has been rearranged with the client to an agreed date.
Related links
*Work hours:*7.45am to 4.45pm Monday to Thursday (excluding public holidays)\ 7.45am to 3.45pm on Fridays (excluding public holidays)
Report an emergency fault
Email:\ fm-helpdesk@york.ac.uk
During work hours:**+44 (0)1904 325555 \ (Facilities Helpdesk)\ All other times:**+44 (0)1904 323333 \ (Security emergency line)
If you live in University accommodation, please see our webpage 'Report a problem with your accommodation' for guidance on reporting an issue based on your location.