Service level targets
We want to make sure any issues are resolved quickly and efficiently. To do so we prioritise and have service level targets in place.
The following is a guide on faults and response times but is subject to assessments on Health & Safety, Risk and Impact and may therefore be subject to operational variations.
Priority A: Emergency (Immediate)
Work, which if not carried out immediately will endanger the health and safety of people, causes major damage to buildings or affect building security.
- Gas leaks
- Loss of electrical or heating services to a building
- Major water leaks
- Lift breakdown
- Fire or imminent risk of fire or explosion
- Collapse of a structure
Priority B: Urgent (within 1 day)
Work, which does not present an immediate threat to the health and safety of people, or the fabric of the building but could do so, if not attended within 24 hours.
- Blocked drains/toilets
- Broken window (window will be boarded up within this time )
- Malfunctioning locks
- Loss of heating/hot water or lighting in a room
- Overflow running
- Running taps (not dripping taps)
- Single stair light out
- Floor covering - Trip hazard
- Security of a room within an otherwise secure building
- Ingress of water in to a building other than flooding
- Stoppage of LEV or Fume Cupboard system where the contents cannot be relocated for safety reasons.
- Problems affecting Emergency access, egress or preventing disabled access.
Priority C: Standard (within 10 working days)
Work, which if not attended to could result in a reduction in the quality of the service, provided or presents inconvenience.
- Lack of power at a single socket
- Only one light out of many in a room
- Single radiator not working
- Adjustment to door closer/door difficult to open
- Dripping taps
- Window adjustments
Priority D: Non Urgent (within 21 working days)
Work of a routine nature.
- Replacement floor covering
- Replacement curtains and blinds
- Minor decoration
- Extractor fans not working
- Plaster repairs