Frequently asked questions

If you can't find the answer you are looking for please contact the Campus Services Help Desk on campushelp@exeter.ac.uk or 01392 724552

How do I report a fault?

For non emergency maintenance work please complete the ‘Fix it’ form. We will process your request and send you an email with a job reference number.

When will Property Services attend to my request?

All jobs reported to the Campus Services Helpdesk are prioritised in order of urgency and are dealt with according to the Property Service Service Level Agreement. * Normal working hours: 8am-8pm Monday to Friday excluding Bank Holidays.

Priority	Response time (during normal working hours*)
1 - emergency	Immediate response - attend site within 1 hour (out of hours attend site within 2 hours)
2 - urgent	Action work within 1 hour and attend site within 4 hours (out of hours 2 hours and attend site within 6 hours)
3 - routine	Action work within 2 working days and attend site within 1 working week
4 - non-urgent	Action work within 5 working days and attend site within 6 working weeks
5 - by agreed date	The date is to be specified by the customer

What is an emergency job?

A job will be considered as an emergency if there is or perceived to be a safety risk to people or the fabric of the building eg:

Gas leak
Water leak
Major electrical failure
Person trapped in a lift

All jobs reported to the Campus Services Help Desk are reviewed at the time of reporting. When reporting a job please ensure you are as descriptive as possible to enable our work force to deal with your request quick and effectively.

What information should I include when reporting a job?

When reporting a job to the Campus Services Help Desk the following information will be required:

Contact details of person reporting the fault (email address and telephone number)
Description of the fault /defect
Location of the fault (include building and floor level)
Purchase order (if required)
Account Code (if required)
Department name

Can I obtain an estimate for works?

Property Services can provide estimates for works. Estimates will only be provided for works over £250 plus VAT. If you wish to request a quote or require advice on Property Services estimation process please contact the Campus Services Help Desk.

How will I know my job has been completed?

All customers reporting a fault should provide an email address. You will receive a confirmation email once your job has been raised and one when the job has been completed.

Why do I have lots of emails relating to my reported fault?

In some situations the reported job will need to be passed to a contractor as it requires specialist equipment or skills. If this is the case you will receive a completion email related to the Property Services Direct Labour part of the works and a new email informing you that it has been passed to the contracts team. For example the job will change from a DS to a CS.

How can I check on the progress of my job?

If you are unsure about the progress of your reported job, contact the Campus Services Help Desk quoting the task ID number you have been provided with. The task ID number can be found on the confirmation email from the Campus Services Help Desk.

Once you have contacted the Campus Services Help Desk, the team will place a chaser on the job for you, as a result you will receive another email informing you of the action taken. If required the Campus Services Help Desk team will also email you or call you directly with any updates.

How do I know statutory inspections are being completed on my building?

Property Services is responsible for all statutory inspections for the fixed assets of a building. If you have any questions relating to the statutory inspections please contact the Campus Services Help Desk. At present Campus Services are implementing a new Computer Aided Facilities Management system (CAFM), this system will enable building owners to access an online log book which will provide them with completed statutory inspections.

I think I have found some asbestos, what should I do?

Contract the Campus Services Help Desk providing them with the exact details of the location and the situation. You should also remove people from the area until a member of staff attends site.

Asbestos register - the asbestos register is managed by the Estate Development Service team, if you have any questions relating to the register please contact them.

When do the cleaners work?

The majority of cleaning is completed before 0900 hours and after 1730 hours on a daily basis. If you encounter any problems within your building the cleaning supervisor for your area can be contacted via the Campus Services Help Desk.

What are the cleaning response times?

Problem	Response time
Toilet/sanitary areas and any prestigious areas	ASAP - within 30-45mins
Spillages in occupied areas	ASAP - within 30-45mins
Circulation within corridors, stairs etc	Within 1 hour
Areas prevented from continuous use	Within 4 hours
Areas of low priority, i.e. basements, lower ground,	Within 24 hours

What areas are not covered by campus cleaners?

The following areas are not covered by any Service Level Agreements

Computers, printers and any other IT equipment
Working from ladders
Washing of cutlery and crockery within kitchen areas
Cleaning out refrigerators
Supplying erasers for white boards
Cleaning benches or equipment in laboratories

What is the porters role?

The porters provide advice and assistance to the users of academic buildings including:

Security of each building - locking and unlocking doors and windows every day
Switching off unnecessary lights to help reduce our carbon footprint
Sorting of post in each building
Internal moves in individual buildings
Preparation of exam areas
Preparation for Graduation

How do I request a porter?

If you require the service of a porter within your building please complete the 'move it' form or contact the Campus Services Help Desk. Please note that large furniture moves will require 5 working days notice.

When can I expect items to be moved?

Due to scheduled minibus driving commitments we can only carry out deliveries between 10.30am and 3.00pm

When will items be collected for disposal?

All goods will be collected on the last Wednesday, Thursday and Friday of each month. A 'dispose it' form must be completed. Please note that no collections will be made during Graduation Week, Welcome Week, Exams, start of term or bank holidays.

How can I dispose of white goods?

Complete the 'dispose it' form on the contact us page.

Health and Safety requirements require all doors to be removed from fridges, fridge freezers and cookers before being transported. Please ensure doors are removed before the goods are collected.

Branded appliances will need to be collected by the supplier and cannot be handled by Transport.

How can I dispose of IT equipment?

All computers, laptops and printers will require IT authorisation before disposal. Please fill in our dispose it
form.

Can I drive a University vehicle?

Anyone driving a University vehicle must complete an Authorised Driver Registration Form and complete a Driver Renewal Form each year.

University employees are able to hire a Ford Galaxy (7 seats) for work related travel. Daily cost of £25 plus fuel. For further details contact Campus Services Help Desk.

What services does the Mailroom provide?

The mailroom services include deliveries and collection of internal and external mail, a full franking service, advice on postal/courier charges and collection times.

Please note that Royal Mail delivery times to the University vary but mail is dispatched internally as soon as possible after arrival.

Where is the Mailroom?

The Mailroom is located the Old Library next to the loading bay.

When is the Mailroom open?

Monday to Friday, 7.30am - 4.30pm.

How do I contact the Mailroom?

Phone: 01392 72 2041

Fax: 01392 72 3048

What is/is not included in the space charge?

This information is for Colleges and Academic buildings only. The information is for reference and details the type of works that are/are not included in the space charge.

Category of work	Included in space charge	Not included in space charge
Structure	Roof; walls; windows; floors; doors; locks and latches (not including key cutting) for exterior facing doors and windows; first issue of keys (2 per lock); rainwater and surface water systems; general foul water system; exterior decoration and interior decoration (7 year cycle); lighting conduction system; replacement of communal floor coverings (corridors and stairwells).	Blinds (office areas only); curtains (office areas only); floor coverings (in circulation areas); second issue of keys/replacement or additional keys.
Lighting	Exterior lighting attached to the building; general interior (non specialised) lighting; emergency lighting system; general lighting maintenance (including periodic re-lamping where applicable); diffusers and reflectors; light switches (unless damage is deliberate); lighting control systems such as PIRs or microwave controllers; lecture theatre scene settings systems.	Stage lighting; specialist lighting systems; portable lighting systems.
Water	Potable water systems; hot and cold water to point of use; including pipe system for hot and cold potable water; fixed water heaters; immersion heaters; storage tanks and public health testing; toilets; showers; water features; waste water discharge system; drainage; grease traps; Legionella Risk Assessment.	Water filtration systems; bottled water; laboratory water (de-mineralised water) and associated equipment.
Heating	Water heating systems including boilers; boiler controls; radiators; radiant panels; pipe system for heating system; Building Management System (BMS) sensors and end stations; hot and cold thermo – deck systems; heat recovery systems; fan convection heating systems.	Portable heating systems (electric and bottled gas types).
Ventilation	Fresh air and recirculation systems; filters and control systems; air conditioning systems that are integral to the building; extractor fans.	Ventilation in commercial kitchens; fume extraction systems; specialist extraction systems.
Electrical systems	General electrical distribution systems supplying lighting; power and general fixed equipment. Electrical outlets to work stations; data wiring; radial circuits to heavier and / or specialist equipment; electrical supplies to main alarm systems; main surge protection where installed.	Scientific equipment; engineering equipment; test equipment; portable appliance testing; hot water boilers for non commercial kitchens; electric tools; office equipment; telephony equipment; refrigerators; microwaves ovens; hot plates; dishwashers; privately owned equipment.
Data	Data wiring system from cabinet location to the work station.	Alterations to IT distribution systems and networks; upgrading of system where whole life of system is not yet reach; internet access systems.
Alarms	Primary fire alarm for the building including interfaces with ancillary equipment such as mechanical plant, gas valves and so on; Voice annunciation system associated to fire alarm system; principle intruder alarm system for the building covering the core areas (main entry / exit routes); disabled toilet alarms.	Interior alarm system; call systems; specialist alarm systems for example freezer alarms; carbon monoxide alarms; gas depletion alarms; water or moisture detection alarms; door alarms;
Fire equipment	Fire extinguishers; dry risers and hose reels.	-
Door access control systems	Covering the primary access points to the building or primary access routes to areas in buildings of multiple occupation groups.	-
Lifts	Goods; passenger and wheelchair lifts including alarm systems.	-
Basic non-commercial kitchen facilities		-
Cleaning	Cleaning of communal areas and toilet facilities.	-
Gases	-	Specialist ‘laboratory gases’ compressed air system.
Alterations	-	Alterations to the building structure or system within the building which is specific to the end users requirement and is non –transferable; DDA upgrades; internal access systems; alternations to/fixing of items such as shelving and notice boards; project works and works to established systems to which alterations are required to facilitate a project works.
Project works/ temporary installations	-	Temporary access/egress systems and equipment; temporary accommodation such as marquees and tents; event equipment; equipment such as extension leads to facilitate the use of event equipment.
Furniture and non fixed equipment	-	Non fixed furniture; fixed and non fixed equipment (of any nature) which has been deemed to be misused or abused.
Other	-	Induction loop systems; infra red hearing systems; general breakages; catering equipment; P.A equipment; other specialist equipment.

If you need to contact the Campus Services helpdesk and you work at Tremough Campus in Cornwall please contact the Tremough Campus Services group. You can report issues using their form on the Estates and Facilities Helpdesk website [external link]. You can contact the Tremough Campus Services reception on 01326 370400.