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Customer Charter

UCL Estates manages the estate and facilities infrastructure from the strategic to the operational, across property acquisition and management, capital projects, engineering and maintenance, environmental sustainability, safety, security, cleaning and including student residences and central room bookings.

We aim to provide customer oriented, integrated, and accessible professional services to support the UCL community.

It is important to us that our customers trust us to take ownership of their requests and to deliver exceptional customer service in all we do. To earn this trust we will continue to focus on building good working relationships with our colleagues; demonstrate that we know how to deal effectively with our customers; and manage communication, expectation and perception.

This Customer Charter explains the service commitments our customers can expect from the following teams:

These commitments will be reviewed regularly, taking into account your comments, to ensure that they properly reflect operational activity and customers' needs. Through this Charter we are demonstrating our commitment to providing service and service support which meets the highest standards.

We will continue to develop a 'culture of excellence' in meeting our customer's needs and this charter is designed to outline - what you can expect from us, how we can best work with you, and most importantly how we can effectively communicate with each other.

Please pass any comments you may have on our performance to g.pearson@ucl.ac.uk of the Customer Services Centre.


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