Campus services

Maintenance Services

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Priority Definitions

When contacting the FM Service Desk or logging requests in BEIMS, use the priorities definitions below for the maintenance contractors, to prioritise their workload.

Immediate (1 Hour response) - Where there is a major health and safety risk to staff, students, visitors

  • Gas smell
  • Electrical fire – from socket, switch, light fitting
  • Sewerage leak
  • Burst water pipe
  • Power outage affecting whole campus or building
  • Person trapped in a lift

Urgent (4 Hour response) - Where there is a risk to VUW property e.g. Security

  • Building leak
  • Broken window
  • Broken window/door lock or hardware
  • Blocked toilet/sink
  • Power outage affecting individual room
  • Unsafe electrical equipment or fittings
  • Extreme change in temperature in laboratory/teaching space - or affecting Whole building

Note: Jobs that fall in the above two priorities MUST be phoned through to the FM Service desk in the first instance, for appropriate action.

Routine 1 (2 Working day response) - Where there is a nuisance or inconvenience

  • Dripping tap
  • Flickering lamp

Routine 2 (5 Working day response)

Who do you contact if there are faults with general building features such as doors, walls, ceilings etc?

These should always be reported to the FM Service Desk as soon as possible, so an evaluation can be made of the problem and the work can be prioritised. In reporting any faults or defects it is important to indicate whether security or safety is being compromised as this will affect the priority rating of a task. It will be helpful if the nearest door number in the building is given to help easily locate the fault.

What about defective opening/closing mechanisms and broken windows?

As windows could pose a security risk, problems or defects with latches and locks should be reported to FM Service Desk as soon as possible so that repairs can be arranged.

What is included in the Scheduled Maintenance Regime?

Planned preventative tasks are included in the Scheduled Maintenance Programme, to maintain asset reliability and ensure that all assets meet:

  • Statutory compliance requirements (for Building Warrant of Fitness)
  • Sanitary condition requirements
  • Health and safety/environmental requirements
  • Building integrity/appearance requirements
  • Building comfort requirements

What is the Planned Maintenance Regime?

Planned maintenance or renewals are works performed to restore any existing asset (building related components), to the original level of service, or the replacement of an asset that has reached the end of its economic service life. Works are usually identified and scheduled for replacement from an asset condition audit data and prioritised based on the overall budget available and according to the principles of the Strategic Asset Management Plan.

Examples of planned maintenance work would be replacement of major plant and equipment, repainting programmes, re-carpeting etc.