Estates Helpdesk

Log a Job/Request a Service

Jobs and requests can be submitted to the Helpdesk via the Estates Online app (please see below for further details on using Estates Online). 

For additional help see the Estates online guidance

 

Staff can log jobs and place a request using Estates-Online:

Go to: estates online

Once logged in to the main homepage, additional online help and guidance on how to log a job can be accessed.

Once you have logged in you will be presented with a variety of templates for you to complete, please ensure to use the template most appropriate to your request.  If you are unsure, please contact the Helpdesk on 01484 472550.

Please see below guidance on information to include when reporting a fault or requesting a service:

• Full name and contact details
• Nature of fault / works to be carried
• Location of fault / works to be carried out
• If the request is time-sensitive (e.g. room set up) please included the start date and time and the finish date and time
• Any access issues to the location i.e. door locked at certain times, not available during day as used for lectures

Once a job has been logged, you will receive an automated confirmation with a job number, please quote this job number if contacting the Helpdesk. 

If your request is urgent, please contact the Helpdesk on 01484 472550 in the first instance.

All jobs logged onto Planon (the Estates & Facilities management software) are automatically prioritised.  Anything which poses a Health & Safety risk will be responded to within 2 hours.  Time scales on other requests vary according to the nature of the work required unless something is time-sensitive (e.g. room sets ups) in which case we will be led by the requestor.

Some examples of requests which can go through the Helpdesk include:

• Furniture removals
• Room set ups
• Cleaning
• Waste disposal
• Pest control
• Room temperature issues
• Washroom/toilet problems
• Window/door problems
• Lighting/electrical issues
• Reporting a fault
• Ad hoc requests including putting up shelves, etc.

Once a job/request has been completed, you will receive another automated email confirming this.  If for any reason you have any issues regarding the works carried out or have any further questions, please contact the Helpdesk in the first instance.

To contact the Helpdesk for general enquiries:

Email: estates@hud.ac.uk

Tel: 01484 472550

The Helpdesk operates Monday to Thursday 08.00 to 17:00, Friday 08:00 to 16:00

Estates Development Requests

Within Estates, we need to be able to manage our resources whilst maintaining a strategic view of how spaces are managed and changed.

Therefore, all requests for changes to the fabric of University spaces need to be logged directly with Estates using Estates Online.

These changes might include small works such as the addition of new sockets or putting up shelves; medium scale work like adding or removing a room wall or partition; to major works such as requesting significant re-modelling of an area or the creation of entirely new spaces or buildings.

Requests to move furniture or contents from rooms are not covered by this process and should be requested through Estates Online : Request a Service : Collect and deliver.

We ask you to complete a simple form which contains prompts about the information we need.

You should begin by identifying a need, problem or opportunity that needs to be addressed. Whilst you are welcome to suggest a potential solution, please be aware that Estates may provide alternative proposals based on the information you provide.

For example:

• Don’t say – please install 5 new sockets in my office.
• Do say – there is a trip hazard in my office due to a trailing cable that is necessary to power my PC and monitors. The addition of new sockets would alleviate this risk.
• Don’t say – please remove the wall between my office and the one next door to make one big room.
• Do say – colleagues in my department wish to work more collaboratively and we would like to have a more open plan space in order to achieve this.

By framing the request in this way, Estates will be able to consider all options and ensure the most effective solution is offered.

We also ask three focused questions:

Business benefits: describe how this change benefits the business, either operationally, financially, or both. This could be at the Department, School/Service or University level.

• This is particularly important for projects with a high financial value.
• You should refer to the University’s Strategy Map wherever you think this is relevant.

Timeframe: does the project have a deadline for completion, or is there a preferred period of time for the work to take place?

Source of funding: please indicate how much of the project you expect to be funded by your School/Service. If relevant, indicate any total budgetary constraints.

Process

After you submit your request/proposal, it will first be reviewed by your School/Service Manager, then passed to Estates.

We will consider your request as a team and either:

• Approve the request and move it on to the next stage – which could be further feasibility studies, estimates or quotes; or direct assignment to our internal maintenance teams to carry out the work.
• Refer it back to the School/Service Manager for further information or clarification.
• Turn down the request, in which case we will provide some feedback.

Your School/Service Manager will always be our first point of contact, and they will need to give approval for proceeding with the project.

You will be able to view the progress of your request on Estates Online.

For additional help see the Estates Development Requests – Quick Start Guide.

Frequently asked questions

I have reported a job earlier, when will the engineer be here?

A service level agreement (SLA) has been agreed for various faults across campus.  The length of time it takes for a task to be dealt with depends on the nature of the job.  However, we endeavour to get someone out to assess your fault as soon as possible.

If you have any questions regarding your request, please email the Helpdesk quoting your job number.

 

The room is too hot, too cold!

Please log a job via Estates Online and one of our Engineers will come out to assess.

 

I have a question about parking at the University, what shall I do?

The Helpdesk are unable to assist with car parking enquiries. 

For visitor parking, please email the University Reception, university.reception@hud.ac.uk.  

For staff parking, please email: parking.permits@hud.ac.uk.

 

I have a leak in my office, what shall I do?

Please log a job via Estates Online, including as much detail as possible.  If the leak is severe, please call the Helpdesk so this can be dealt with as a matter of urgency.

 

Can I book rooms/AV equipment via the Helpdesk?

The Helpdesk is unable to assist with room booking enquiries, please refer to the Staff Intranet page, using Room Bookings on the left-hand side menu, for all enquiries.

For AV enquiries, please email IT Support: it.support@hud.ac.uk.

 

I have a room booked and would like to organise a room set up?

Please email the Helpdesk if you are unsure of the capacity and possible layouts for the rooms you have booked, our friendly Helpdesk Assistants will be more than happy to advise you.

 

Can I request estimates prior to works being carried out?

Yes, however this function is not currently available on Estates Online.  Please email the Helpdesk and a member of our team will action this request for you.

 

There has been a flood/power cut, what shall I do?

These works come under Emergencies (Instant Response), please ring the Helpdesk, or Control Hub if outside of normal operating hours, and we will action this request.

 

Estates Online is too complex to use?

Please see the guide: Estates online-getting started with step-by-step instructions on logging jobs and most appropriate tabs to use for your request.  If you are still unsure, please email the Helpdesk.  Our team members are on hand to assist with any enquiry.

Our commitment to our customers:

The quality of service we provide to our customers is very important to us, our goal is to:

• Present a professional and courteous manner at all times.
• Progress Estates Online requests within a 2-hour window during normal working hours.
• Progress jobs received via email within a 2-hour window during normal working hours.
• Respond to general email enquiries within a 24-hour timeframe.
• Keep our customers informed of unexpected delays which may affect their request.
• Provide a first-class service with a clear customer focus.
• Provide value for money services.

To view our Customer Charter, please click here Helpdesk Customer Charter

Service Request Response Times

Priority	Response Time
Instant Response	2 hours
Urgent	24 hours
Essential Timeframe	Will be completed in order of priority, discussions with customer to determine appropriate.
Non-Essential	Will be completed in order of priority with customer kept informed.

 

Examples:

Priority	Response time
Instant Response (emergency)   For urgent jobs, please contact the Helpdesk directly by ringing: 01484 472550 in normal business hours, or: 01484 472221 outside of business hours.	Fire, imminent risk of fire or explosion Gas leaks Loss of electrical supply to a building Fire exit doors won’t open Fire alarm failure Lift breakdown with passengers inside Leaks (to be assessed for severity, if not an emergency, will come under Urgent)
Urgent	Security of building issues Air conditioning not working No power to room
Essential	Some loss of electrical power Loose or missing floor tiles Loose or missing pavement stones/curb stones Adjustments to door closures Repairs to furniture where damage affects the functionality of the room Rechargeable job requests Repairs to joinery items: windows, doors, where there is no security risk.
Non-Essential	Ad hoc joinery works including ‘put up items on wall’ Ad hoc plumbing Ad hoc building works Furniture repairs Re-fix loose fixtures and fittings Door signage replacements Painting Plaster repairs Any other tasks arranged with the customer to an agreed date

 

Helpdesk Annual Feedback Results 2023

Published: March 2024

To ensure the Helpdesk remains customer focussed, we continuously request feedback and review results to improve our service to our customers.

67% of those surveyed, found Estates Online easy to use.  However, 16% found the system either ‘difficult or extremely difficult’ to use with 17% saying they find the system ‘neither easy or difficult’.

As part of our survey, we provided the option to have a training session on Estates Online, only 1% of those surveyed responded.  Anyone wishing to have a session with a member of our Helpdesk Team, to talk through Planon, please do email the Helpdesk and we can arrange this for you.

A Guide to using the system is also available on our webpage. You can find this on the Estates Helpdesk page, click the tab titled ‘Log a job using Estates Online’.

 When liaising with the Helpdesk, 87% found the experience to be positive. 

6% (2 responses) found the experience to be negative.

53% of those surveyed agreed they were kept informed of any delays. 

*The Helpdesk team will always endeavour to update customers of any delays as we receive this information from the appropriate service.

If you have logged a job and have any queries regarding the timeframe, please do contact the Helpdesk directly via the email who will liaise with the relevant team.

Please see below some comments received with our response:  

Comment received:	Helpdesk Response:
Email responses take days.	Our service standards set out a 2-hour response time during working hours to progress jobs.  For generic emails, we have a 24-hour timeframe.  Monthly audits are performed to monitor the emails coming through the inbox and our response times.
Using the Estates number on Teams usually results in a message when it rings off.	When calling the Helpdesk from Teams, please use ‘EstatesHelpDeskAA472550’.  It has an icon of a Headset and should be showing as ‘green’ for available. This will take you directly through to the Helpdesk, where you will join a queue until a team member is available to take your call.      We are aware of another option available on Teams ‘Estates Helpdesk’.  This does not take you through to the Helpdesk, but rather directs you to leave a message.  Please do not use this option.  Telecommunications are aware of this issue.  This is a fault with Microsoft, so are unable to remove it.
It is not always clear what’s urgent/important.  Might be good to add some suggestions of when to call the Helpdesk with an urgent request e.g. leaks.	This information is available on our Estates & Facilities webpage: https://www.hud.ac.uk/estates/estates-helpdesk/.   Please visit our page and select 'Service Request Response Times and Categories' for more information.
I still have some jobs showing as open from 2019.	As part of the process on the Helpdesk, jobs should be 'admin completed' when complete.  This final step notifies the system that all have been complete and then closes down the job.  We are aware that this step has been missed on some tasks and are currently working through the system, admin completing all historical jobs.
The estimate I received is too expensive.	The CSG Team carry out honest estimates in relation to the tasks to be undertaken and look at all elements to ensure the task is completed to a high standard, which may mean additional works to be included as part of the task i.e. making good of walls, preparation of materials, checking electrical/mechanical services behind walls and so on. If you are concerned that your estimate is too high, or would like to discuss this further, please email Dean Richardson: d.richardson2@hud.ac.uk.