Corrective Maintenance Response

The following are the response standards which Facilities Management clients could expect from calls for maintenance to our Help Desk.  This service is provided 24 hours a day, 365 days a year.  Response times are measured from when a client reports the maintenance fault to the Facilities Management Helpdesk until when a trades person attends site to make initial repairs, isolate services and minimise hazard to personnel and property as required. 

Action

Target

Priority 1 – classification of areas for attention
Burst Water pipes, Energy outages (eg reset circuit breaker, loss of power), Essential air-conditioning (eg animal houses, main computer room), Essential ventilation.  Failure of low temperature freezers/fridges. Gas leaks, passengers trapped in lifts, fires, broken glass, blocked sewerage, toilets, soil lines, Electrical faults (identified as potentially dangerous), Cold Room failures.

Priority 1 – Upon receipt of notification at Help Desk, either via Security or  persons concerned directly, within 2 hours of notification.

95%

Priority 2 –- classification of areas for attention
Blocked stormwater drains, broken doors (external), major roof leaks, broken glass (internal/external), broken locks (external), broken door handle, door jammed, air-conditioning failures (in buildings with inoperable windows).  Air-conditioning failures (lecture theatres), Fume cupboard failures, water leaks, reverse osmosis equipment/deionisers, malfunctioning whiteboards/blackboards, running taps (hot water), no water, flickering fluorescent lamps (teaching rooms), emergency and exit lighting.

Priority 2 – Upon receipt of notification at Help Desk, either via Security or  persons concerned directly, within the working day of notification.

95%

Priority 3 – classification of areas for attention
Flickering fluorescent lamps (open areas), failed hot water systems, minor roof leaks, security lighting (external), faulty toilet cistern, toilets running constantly, toilet seat broken, stair lighting, rusted box gutters, leaking (external downpipes)

Priority 3 –- Upon receipt of notification at Help Desk, either via Security or  persons concerned directly, within 3 working days of notification.

90%

Priority 4 – classification of areas for attention
Dripping taps, failed lamps, torn carpets, pipe work insulation, non essential air conditioning, pest problems, broken door closer, internal painting (essential), external painting (essential), electrical faults (non dangerous)

Priority 4 – Upon receipt of notification at Help Desk, either via Security or persons concerned directly, within 2 weeks of notification

90%

Priority 5 – classification of areas for attention
Resurfacing bench tops, repairs to caulking, internal painting, external painting, road resurfacing, kerb and channelling repairs, painting repairs

Priority 5 – Upon receipt of notification at Help Desk, either via Security or persons concerned directly, work to be programmed

Service Level Report – To review our standard of service in meeting the above response times visit our Service Level Report which indicates how we went on a month by month basis.