Report a fault

The Estate Service Desk provides a central point of contact for all customers to request maintenance repairs and progress their job requests.

Responding to your request

The Estate Service Desk receives over 17,000 work requests a year. In order for us to prioritise our work we use the following matrix:

Classification	Category	Definition	Target attendance time
1	Emergency	Failures or defects causing or likely to cause widespread disruption, injury to persons, serious damage to building fabric, services, equipment or property. Emergency work will take priority over all other categories of work.	Within 2 hours
2	Urgent	Failures or defects, which do not present a serious risk of damage or injury, but will cause considerable disruption and inconvenience.	Within 24 hours
3	Priority	Normal repairs, which are unlikely to cause a high degree of inconvenience or risk to person or property, but if left unattended may escalate to cause serious damage / risk in the short term	Within 7 days
4	Routine	Normal repairs which are unlikely to cause a high degree of inconvenience or create any risk to persons or property.	Within 14 days
5	Cyclical	As described in 4 above, but can be deferred to enable the work to be batched and planned on a regular basis.	Within 6 weeks

In the event of faults/maintenance requests not being carried out within the above periods there are 2 ways you can request an update.

Email estates@keele.ac.uk quoting the Service Desk reference number (starting with I)
Log back in to the Service Desk click on My Self Service and then My Requests. Select the relevant request and type in the Add Reply box.