Frequently asked questions

If you can't find the answer you are looking for please contact the Campus Services Help Desk on 01392 724552

Work in Cornwall? Please report issues to the Penryn team on their Estates and Facilities Helpdesk website or call on 01326 370400.

For non emergency maintenance work please complete the Request Maintenance form. We will process your request and send you an email with a request reference number.

All jobs reported to the Campus Services Helpdesk are prioritised in order of urgency and are dealt with according to the Direct Works Service Level Agreement.

Normal working hours: 8am-8pm Monday to Friday excluding Bank Holidays.

PriorityResponse 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

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.

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

The Direct Works Contract Engineers team 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 the estimation process please contact the Campus Services Help Desk.

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.

If you are unsure about the progress of your reported job, please complete a query form online quoting the request reference number you have been provided with. The reference request 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.

The Direct Works Planned Maintenance team 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.

Contact 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 Services team, if you have any questions relating to the register please contact them.

Cleaners

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.

ProblemResponse 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

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

Porters

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

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

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

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

Complete the request disposal 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.

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

Mailroom

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.

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

Monday to Friday, 7.30am - 4.30pm.

Phone: 01392 72 2041

Fax:     01392 72 3048

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 workIncluded in space chargeNot 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.

 

Transport

Note: Line managers should also be aware that it is their responsibility to ensure that staff who undertake vocational driving duties contact Personnel and Staff Development so that arrangements can be made for Occupational Health to confirm the drivers medical fitness for these duties.

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

The university has a duty of care to check the competency of their at-work drivers. It is also an insurance requirement.

A photocopy is not proof that the licence has not been subject to changes such as:

  • Change of address
  • Change of name
  • The addition of penalty points
  • Disqualification from driving i.e. you no longer have a licence

Most organisations insist on seeing their employees licences every six months, the University has an agreement with its insurers and has accepted a full licence check every 3 years. However drivers must sign an ‘authorised driver renewal form’ every 12 months where they must declare that no changes have been made to their licence since their last application.

Guidance has been sought on Data Protection, all photocopies are kept in a secure cupboard and only limited access is allowed. When an employee leaves the University the photocopy will be destroyed. Copies may also have to be given to the University’s approved vehicle hire company if requested.

You will not be allowed to drive a Campus Service vehicle, when you register for authorisation an email is sent to your line manager to inform them that you are authorised. Line managers should not allow their staff to drive a Campus Services vehicle unless they have received an authorisation email from the Transport office.