Repairs - service standards

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

Emergency repairs

Attend within four hours, make safe, repair if possible or appoint specialist contractors, includes:

  • serious flooding and leaks
  • loss of all water supplies
  • lift failure with persons trapped (attend within one hour)
  • complete unplanned loss of electricity
  • hazard affecting immediate safety of residents
  • no hot water.

We aim to fix the problem within eight hours where possible.

Urgent repairs

Attend within eight hours, make safe, repair if possible or appoint specialist contractors, within eight 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/incoming supplies have been tested annually
  • all portable electrical appliances provided by the University have been tested annually
  • the wiring and electrical circuits in the property are tested on a five-yearly basis.

Routine repairs

Investigate, make safe, repair if possible or appoint specialist contractors, within seven 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. Contact us through the Cotswold Court/Wallscourt Park Customer Service Desk by telephone or email at the earliest possible time so that we can resolve any problems:

  • Cotswold Court: +44 (0)117 32 86227
  • Wallscourt Park: +44 (0)117 32 87364
  • Email Accommodation Services at accommodation@uwe.ac.uk

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, water hygiene 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:

  • monthly access to your flat 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
  • access to vacant room within your flat to flush water (to protect against legionella).

Contractors will carry identification which should always be requested. Please 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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