Reporting Repair & Maintenance Issues

If something in your accommodation breaks or needs repairing just let us know. We have a team of maintenance staff and contractors who will aim to fix the problem quickly.

We prioritise repairs to ensure that the most urgent are dealt with first. Our categories for responding to maintenance are as follows:

  • R1 – Emergencies are dealt with as soon as possible and within 4 hours of the report. Examples of emergencies are gas leaks or loss of heating or power to a whole building.
  • R2 – 2 hour response between 8am and 3pm on the same day and these include blocked drains, broken windows, loss of heating or power to a room.
  • R3 – 4 hour response between 8am and 5pm and completion within 3 working days
  • R4 – Non urgent issues are generally attended to within seven working days and it includes reports of a dripping tap, loss of power to a single socket, window adjustment etc.

There are lots of ways for you to report any problems in your accommodation to us. Don’t wait until an inspection or until you move out, we’re here to help and want to hear from you all year round.

Online reporting

Our residents asked for online reporting of maintenance so we implemented it!

The easiest and most convenient way to report maintenance is online via our online reporting system, Planon.

If you report your repair and maintenance issues online then you will receive emails keeping you up to date with the progress of the repair.

Come and see us

You can also report maintenance is by dropping in to your accommodation reception point.

Cygnet Wharf & Lincoln Courts Reception is open 24/7

The Gateway Reception is open from 8am until 6pm Monday – Friday.

Valentine Court Reception is open 24/7.

Viking House Reception is curently open 10am until 4pm, Monday to Friday

Call us

If you are reporting maintenance during normal office hours then please call Accommodation Services on 01522 886231 and we can take the details of the maintenance request for you.

However, if you are reporting maintenance outside of office hours then please call the 24/7 Security Team on 01522 886062 who are here 365 days a year and are happy to help!

Please remember

When reporting a problem, try to include as much information as possible;

  • Full details of what the problem is
  • Location of the fault (including which residence you live in and your apartment and room number)
  • Your name, email address and telephone number

Once a report of a required repair is received our Facilities Team will arrange for one of their team or a contractor to attend your room or apartment. We will always attempt to make you aware that we are at the apartment by knocking on doors. However, if you are not in, the facilities team do have keys / key cards to access all areas as necessary and will seek to arrange the repair/replacement of non-working items as soon as they can.

There are lots of ways for you to report any problems in your accommodation to us. Don’t wait until an inspection or until you move out, we’re here to help and want to hear from you all year round.