Follow this simple guide if you have any issues

If you encounter a maintenance issue during your time in halls, it's important to follow the correct procedures so we can get it sorted as soon as possible. Here's a simple guide to help you navigate the process:

Step 1: Identify the issue

Before you report any maintenance issues, make sure to identify the problem clearly. Record any relevant details that will help in addressing the issue efficiently. This could include the nature of the fault, its location, and any immediate concerns regarding health and safety. The more details, the better.

Step 2: Report the issue

There are different reporting channels based on your accommodation type:

• For Garden Halls and Eleanor Rosa House: Report your issue using the Home@Halls App. This will allow the maintenance team to access the details directly and take action.
• For all other halls: Head to the reception desk to report the issue. The reception team will then assist in escalating the issue to the maintenance team.

Step 3: Avoid self-repairs

While it might seem tempting to try and fix the issue yourself, please do not contact your own contractors or attempt to resolve the problem. University policy requires that all maintenance issues are handled by the designated maintenance team to ensure safety and proper resolution.

Step 4: Be patient

After reporting the issue, you’ll need to wait for updates. Maintenance teams will keep you informed on the progress, but it's important to be patient, especially if the issue requires further investigation or repairs. If the problem worsens, or if you don't receive updates in a reasonable time frame, inform Hall Management to escalate the matter.

Planned maintenance

We will try to give as much notice as possible regarding any planned maintenance works. Ideally, you will receive at least seven days' notice for any room entries required for repairs. However, in some cases, urgent action may be needed, and the team may need to enter your room without prior notice.

Noisy maintenance works are typically scheduled between 09:00 and 17:00, Monday to Friday, but exceptions may apply for urgent health and safety repairs.

Repair schedules

Repairs are classified based on urgency:

• Emergency repairs: These repairs are related to immediate health and safety risks, such as floods, gas escapes, or broken windows. They are addressed within 24 hours of being reported.
• Urgent repairs: These issues affect your comfort or convenience, such as a loss of heating or hot water. These are resolved within five working days.
• Non-urgent repairs: These are less critical issues, such as a broken light fitting or a dripping tap, which are addressed within 28 days.

Heating and hot water

We aim to ensure all halls are comfortably heated, and hot water is available at all times. However, availability may vary based on usage, so it’s important to wear appropriate warm clothing and bring sufficient bedding to accommodate any temperature variations in your hall.

Pests

If you encounter any pest-related issues, it’s vital to report them immediately to Hall Management or a Duty Resident Advisor. A licensed pest control agent will be dispatched to address the issue, and preventative measures should be followed, such as storing food in airtight containers and regularly cleaning communal spaces.

By following these simple steps, you can ensure that maintenance issues are resolved quickly and effectively, keeping your living space comfortable and safe.