Estates and Facilities Helpdesk

Report a fault

Contact us by phone, email, in person or via our online fault report system. Students can also email ems-helpdesk@essex.ac.uk for faults in student accommodation.

To deal with your enquiry as efficiently as possible, please give details of:

• nature of the fault
• location of the fault - building, floor, room number
• contact name and telephone number
• an alternative contact name so we can gain access if you are not available

Once the fault has been logged, you'll receive an email with a call log number, keep this number safe.

Planet online fault report system guidance.

Please note that we do not usually transfer calls to maintenance supervisors or other technical staff. We will be able to help you in the first instance and know how to best support you.

Opening hours

Monday to Thursday 8am - 12.30pm and 1.30pm - 4.30pm 
Friday 8pm - 12.30pm and 1.30pm - 4.15pm

Between 12.30pm and 1.30pm, telephone calls will be directed to the Security Team.

Room: 6.003

Outside these hours a voicemail system operates and messages will be attended to the following working day.

For out-of-hours support, security, issuing of keys, lost property and visitor information contact the Patrol Officers in the Security and Safety Centre.

Quick links

• Information on the different types of building faults, repairs and maintenance, and how we can help you
• Car parking and travel information
• How to report health and safety hazards
• Information on our cleaning and portering requests
• SOFT FM SLA - cleaning and portering priorities (.docx)
• Information on our post services
• Information about lost property
• Our interactive campus map - Find Your Way
• Central Stores services
• Support for contractor health and safety support

The Helpdesk team will respond to all communication enquiries within two working days, and we will ensure the customer is informed on what actions are being taken.

Forms

Please complete and return the relevant form below:

• repairs to buildings, electrical, heating and ventilating service and installations including furniture (other than departmental equipment) - requisition form (EPO15) (.docx)
• portering form (.docx)
• campus signage (.pdf)
• adaptations to student accommodation (.pdf)
• request a commemoration on the University's 'Tree of Life' (.docx), in line with the Memorial and Commemoration Policy (.pdf) and Procedure (.pdf). Once installed family and friends are able to visit the memorial at any time, although it is recommended the Estates and Facilities Helpdesk is contacted prior to visiting to ascertain if there are any University events taking place

Events on the squares or grounds

Events in the squares or grounds must be proposed via an events on campus permission form (.docx) and submitted to the ems-helpdesk@essex.ac.uk a minimum of one week’s notice for a small / non-complex event, and a minimum of three weeks for a complex event. This notice period allows plenty of time for the Customer Services team to review your forms and resolve any queries with you.

We ask that the following are submitted alongside your event permission form:

• additional risk assessment for complex events. You can find information that will help you determine the risk level of your event within the event permission form.
• food hygiene certificates (where appropriate)

Where external providers are used, you will need to ask them to provide the following information for you to submit alongside your event permission form:

• risk assessment(s) for any activities or equipment provided
• evidence of public liability insurance up to £5m
• food hygiene certificates (where appropriate)

Please note that operational requests such as provision of furniture is free of charge Monday-Friday until 2.00pm, excluding bank holidays. If you are planning an event after this time, you can contact the team on softfmcos@essex.ac.uk for more information. Where you have pre-arranged operational support, please make this known to us upon submission of your event permission form

Provision of electrical hook up is free of charge until 7pm Monday-Friday, excluding bank holidays. If you would like to arrange electrical support outside of these times, please make this known within your event permission form and we will seek information specific to your event

Protests and demonstrations

Protests and/or Demonstrations in the squares or grounds must be proposed via a Protest and Demonstration Notification Form (.pdf) and submitted to the ems-helpdesk@essex.ac.uk a minimum of five working days prior to the date of the proposed activity. This notice period allows time for the Protest and Demonstration Operational Group (PDOG) to review your forms and resolve any queries with you.
 
Please ensure that you have read and understood your responsibilities as an organiser of a protest and/or demonstration as per the Protest and Demonstration Management Protocol available at Academic Freedom and Freedom of Speech prior to completion of your notification form.

We ask that the following are submitted alongside your notification form:

• additional risk assessment for complex events. You can find information that will help you determine the risk level of your event within the Protest and Demonstration Management Protocol and Notification form.
• Additional Information as indicated on the form and in the Protest and Demonstration Management Protocol at Academic Freedom and Freedom of Speech (where appropriate)

BBQs

The Estates and Facilities Helpdesk manage BBQ bookings for students and staff.

Get in touch via ems-helpdesk@essex.ac.uk to submit a form to hire the BBQ area (.docx). We ask for three working days’ notice to ensure that your booking has sufficient time to be processed. If you are expecting more 70 or more guests to your BBQ you will also need to submit an event permission form, with a minimum of one weeks’ notice given

Make sure to visit the Security and Safety team on Square 3 on the day of your event to collect your fire blanket. The Security and Safety team will shut down any unauthorised BBQs for your safety and the safety of others.

Get in touch