Repairs - service standards

All maintenance is prioritised depending on its urgency. Our response times are outlined below.

Emergency repairs

Investigate, make safe, repair if possible or appoint specialist contractors within five hours, includes:

  • Serious flooding and leaks
  • Loss of all water supplies
  • Lift failure with persons trapped
  • Complete unplanned loss of electricity
  • Hazard affecting immediate safety of residents.

Urgent repairs

Investigate, make safe, repair if possible or appoint specialist contractors, within 24 hours, includes:

  • No hot water
  • No heating
  • Blocked WCs and drains
  • Faulty door locks
  • Defects with cooking, refrigeration and sanitary appliances (an alternative may be supplied as a short-term remedy).

Gas and electrical safety

The University ensures that current certificate/documentation are held which provide evidence that:

All gas appliances have been tested annually

All portable electrical appliances provided by the University have been tested regularly

The wiring and electrical circuits in the property have been tested on a five yearly basis

Routine repairs

Investigate, make safe, repair if possible or appoint specialist contractors, within 14 days, includes:

  • Minor repairs to doors and windows
  • Slow draining sinks, baths and basins
  • Minor, 'slow' leaks
  • Minor building, furniture and fitting repairs
  • Non-emergency repairs to door frames
  • Repairs to external areas such as footpaths.

Response times and standards of repairs are monitored by Accommodation Services. We would encourage you to tell us if you are unhappy about any aspect of our maintenance service, you can contact us via Cotswold Court/Wallscourt Park Customer Services Desk by telephone or email at the earliest possible time so that we can resolve any problems.

During the first few weeks of the academic year when we have a high number of repairs to be dealt with, non-essential repairs may take longer than usual to be rectified.

Access for repairs, planned maintenance and pest control

Please remember that access to the property by contractors will be required in order to complete a repair or treat for pests. If you have reported an issue you should expect a contractor to visit within the priority timescale – you do not need to be present in the property. Accommodation Services will issue keys for access directly to the UWE Bristol Approved Contractor. A calling card will be left when a contractor enters your room/flat.

For planned maintenance, we will advise you in advance if access is required to your flat or room. We aim to provide you with seven days notice, normally via your UWE Bristol email account, or via a memo/notice to your flat. Examples of planned maintenance includes:

  • Access to your flat every month to test the water tap temperatures (to guard against legionella)
  • Access to your shower room every three months to replace the shower head
  • Access to your room every three months to check the smoke sensor.

Contractors will carry identification which should always be requested. You should refuse access to any contractor that cannot provide this ID.

In an emergency eg flood, fire (or suspected fire), we will need to access your room without prior notification.

Accommodation documents

Helpful information like our Residents' handbook, which explains the services and support that we offer to students in UWE Bristol accommodation – including maintenance. View accommodation documents.

Do you have a query about UWE Bristol accommodation?

Get in touch with our Accommodation enquiries.

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