Service level targets
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.
| A | Emergency Immediate | |
| B | Urgent 1 day | |
| C | Standard 10 working days | |
| D | Non urgent 21 working days | |
| E | Planned work |
Definition of priorities
Priority A: Emergency
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
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
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
Work of a routine nature.
Replacement floor covering
Replacement curtains and blinds
Minor decoration
Extractor fans not working
Plaster repairs
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