# 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.

[Make a job request](https://www.york.ac.uk/fmhelpdesk/estates/maintenance/index.cfm)

## Track your request

You can track the progress of job request by following the 'My Job Requests' link on the [Facilities Helpdesk webpage.](https://www.york.ac.uk/fmhelpdesk)

## 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

- [User guide](https://www.york.ac.uk/admin/estates/operations/business/helpdesk/fm_userguide.pdf)
- [Information for contractors](https://www.york.ac.uk/about/departments/support-and-admin/estates/estates-operations/contractor-information/)
- [Room bookings](https://www.york.ac.uk/about/departments/support-and-admin/estates/room-bookings-timetabling/)

**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](mailto: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'*](https://www.york.ac.uk/students/accommodation/university-accommodation/report-a-problem/) for guidance on reporting an issue based on your location.