Maintenance Assistance

To request a routine repair, please complete our online maintenance request form.

For urgent issues, such as a power failure, contact the Maintenance Duty Phone at

+44 7503 441537 or 0788 034 1577 immediately.

Please be aware that the maintenance form submissions are reviewed only between 7 am and 4 pm, Monday to Friday. Reports submitted outside these hours, on weekends, or during bank holidays will be reviewed on the next working day.

Out of Hours and Emergency Fault Reporting

If you require urgent assistance due to a fault please call the maintenance duty phone on +44 7503 441537 or 0788 034 1577 in an emergency.

Please do not use the online maintenance request form for emergency fault reporting, the form is not monitored on evenings, weekends or bank holidays.

What is an Emergency?

It can be challenging to know what to do when something goes wrong in your residence outside of regular hours and what qualifies as an emergency. An emergency is any situation that is dangerous, life-threatening, or could cause serious damage to you or your residence.

Faults that pose a risk to life or structural damage must be reported immediately by phone so we can respond quickly. If you report an emergency maintenance issue, we may enter your property without seeking permission, once informed. We will only do this on an occasion that would pose a risk of threat of serious injury of death if delayed

These can include, but aren’t limited to:

• Gas leaks
• Fire alarm system defects, such as:
- - – Fire alarm panel showing a fault or emitting an audible fault buzzer
  - – Physical damage to detector heads, sounders, or manual call points
  - – Local failure of a sounder
• Building security faults (front door not locking/closing)
• Flood / Burst Water Pipe (internal or external)
• Pest infestations
• Fire extinguisher faults
• Exposed power cables
• Persons locked in rooms
• Structural damage or major roof leaks

We aim to respond to your Emergency faults immediately after we’re notified, and if the fault is deemed to be an emergency, we aim to attend to the fault within 4hrs.

Urgent Fault Reporting

These are classed as an issue that requires attention but do not pose a physical threat to yourself or the building, but could cause a major inconvenience to you or other building users these can include:

• A clogged sink (but the rest of the plumbing is working)
• A small leak such as a dripping waste pipe
• An appliance such as the oven not working
• Heating or hot water issues
• Broken locks (not including external doors)

• Power failure

For urgent repairs, please call the duty phone to report the fault on +44 7503 441537 or 0788 034 15 77.

We may ask you on the phone to complete the online maintenance request form as well.

We aim to respond to reports of urgent faults within one hour, and if the fault is deemed to be urgent, we aim to attend to the fault by the end of the working day

Routine Repairs

A routine repair covers all other non-urgent issues, that don’t pose immediate inconvenience or danger. Repairs may be scheduled into a planned programme of work. To report a routine maintenance issue, please use our online maintenance request form.

This could include:

• A running toilet
• Cracked glass (but still safe and secure)
• Minor building defects
• A desk lamp not working
• A broken chair

We aim to respond to these repair requests within 2 working and and attend to these repairs within 5 working days, please note this does not include weekends or bank holidays.

Weather

The College is committed to ensuring that, in adverse wintry conditions, priority areas are kept free from any snow or ice accumulations.

For more information, please see the Snow and Ice Policy

WASH POINT (Laundry)

To report a washer fault or breakdown in the laundry, please call the WASHCO service team directly on 08000 546 546 or send an email to newburyservice@washco.co.uk.

To apply for a refund due to a fault, please head to their website.