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Helpdesk Response Times

For all emergencies please call the Customer Helpdesk team on UCL extension 30000 (Tel: 020 7679 0000) prior to raising the service request.

The Customer Helpdesk team aim to provide you with the highest level of customer service possible, service requests will be processed within 24 hours of receipt and will be priortised according to the SLAs below.

Priorities for raised requests

Emergencies - within 1 hour

The following are considered to be emergencies: flooding, fire, escape of gas, people trapped in lifts and power failures to assets registered as critical. These situations will be responded to immediately by UCL staff. The site will be made safe and repairs undertaken as soon as possible, depending on the situation and the availability of staff, materials and spare parts.


Urgent repairs - responded to within one working day

The following are considered to need urgent attention: failure of heating, mechanical ventilation or air conditioning, blockages in the drainage system, failure of locking mechanisms, broken windows or door glass and failure of power supply. Urgent repairs will be responded to within one working day and repairs undertaken as soon as possible, depending on the situation and the availability of staff, materials and spare parts.


Routine repairs - responded to within 5 working days

Routine repairs which do not significantly affect the operation of the building for teaching or research will normally be responded to within 5 working days and repaired within 15 working days, subject to the availability of staff, funding, materials and spare parts.


Scheduled work - responded to within 20 working days

The timescale for tasks that require programming or a convenient time to complete the work such as redecorating, hanging pictures and the replacement of worn fixtures and fittings, will need to be agreed with the in-house maintenance team. The Customer Helpdesk will liaise to confirm the times and dates.


Scheduled work - responded to at an agreed date (up to 3 months ahead)

The timescale for tasks that require long term programming or that cannot be completed due to departmental access or use restrictions (such as work that cannot be carried out in term time) will need to be agreed with the in-house maintenance team. This includes major redecorating, substantial refurbishment or work to heavy traffic areas. The Customer Helpdesk will liaise to confirm the times and dates.