We strive to ensure your accommodation is safe, of a high quality and good value for money. However, unfortunately, sometimes things go wrong and break.
You are not allowed to make your own repairs to the premises or make any adjustments to it. Therefore, if you have anything in need of repair or adjustments which need to be made, you must report them.
You can report any maintenance/repairs, damage, hazards and pest control issues via our online report a fault form. All maintenance issues are prioritized depending on urgency. Please report any issues as soon as they are noticed.
Online fault reports will only be received between Monday – Thursday (8:00am – 4:30pm) and Friday (8:00am – 3:30pm) excluding Bank Holidays and University Closed Days. If you have an emergency repair outside of these hours, you can ring 01970 62 2900 (Option 3) 24/7.
When reporting a fault, please ensure you include your name and room details as well as full details of the fault. Say exactly what the problem is and exactly where it is. Failure to do this may result in your fault being wrongly understood.
There is no need to report a fault twice. Once you have reported it once, you do not need to notify us again.
Please be aware that the repair time varies depending on the type of fault, see Maintenance Target Response Times found in the Residents’ Handbook.
If you are found to be responsible for any damage, accidental or deliberate, which exceeds reasonable wear and tear, you will be liable to pay for the costs and labour needed to recover and repair the damage. Residents will be charged collectively for repairs where the person responsible cannot be identified.
We want you to be able to personalise your accommodation and feel at home so have provided you with noticeboards for you to fix things to. Please avoid sticking things to walls, doors, ceilings, windows or corridors or you may be charged for any damage that is left.
Shortly following your arrival, you will be sent an email inviting you to complete an online inventory for both your room and communal areas. You will have 7 days to complete an inventory of both your room and communal areas (2 separate inventories). Although we hope everything with your accommodation is great, sometimes things get missed. Therefore, the inventory gives you the opportunity to note down any issues with your accommodation.
It is in your own interest to complete the inventories as you are able to note down any issues with your room preventing you from being charged for them on your departure or after an inspection. If the inventory is not completed within 7 days, it will automatically be completed with no issues. Also, once it has been submitted, it cannot be changed. If you have successfully submitted an inventory, you will receive an automated email confirming this.
You will be able to select the following options for each item; broken, not working, missing and dirty.
Damaged – something which is broken and may need replacing eg computer chair.
Not working – something which isn’t working and may need rectifying eg light.
Missing – something which is listed on your inventory which is not present.
Dirty – anything that is dirty / scratched / marked etc which does not need to be fixed / resolved eg walls.
If something is reported as not working, missing or damaged, it will automatically be sent to our helpdesk. You do not need to report it again by phone, email or the online fault report form. If you have reported something and would like an update on when it will be fixed, please call the EFR Helpline (01970 62 2999).
