Facilities Helpdesk

Report an emergency fault

    During working hours:

  • 01904 32 5555 (Facilities Helpdesk)
  • All other times:

  • 01904 32 3333 (Security emergency line)

These contacts are for emergency faults only. For all other faults please use the online Facilities Helpdesk.

Fault Reporting

To report a fault please use our online Facilities Helpdesk.

Should you need to contact us regarding an existing fault report, please email fm-helpdesk@york.ac.uk ensuring that you quote your job reference number.

The general Facilities Helpdesk Number is 01904 32 5555.

If you don't know the building code relevant to the fault you're reporting, you can look it up here. You will need this when reporting a fault.

Notice Period - Planned Maintenance

Planned Preventative and Long Term Maintenance works to be carried out will attract a minimim notice period of 7 working days. Notification and communication of these activities with be co-ordinated by the Facilities Managers.

Reactive Maintenance Response Times

Response means that the request will be dealt with in the most appropriate manner. Where possible, a full repair or reinstatement will be completed within the priority timescale.

Occasionally, the nature of the problem may make it necessary to carry out a temporary repair and return when it is possible to complete the task; this may be due to awaiting delivery of parts

or the need to employ a specialist contractor.

The Facilities Helpdesk will use the information you provide to prioritise work requests using the available resources.


Description First Response Time to fix if second visit required Colour Priority
Emergency Immediate < 2 hours <5 days 1


<24 hours

<10 days



<5 days

<15 days


Non-essential Recharge/long term maintenance programme As agreed with customer 4


Note: A day is a working day excluding weekends and public holidays

'Emergency' Priority 1 – Examples

This is an emergency situation in which life is threatened and or there is a likelihood of catastrophic damage to University property. Examples include:

  • Fire, imminent risk of fire or explosion.
  • Gas leaks.
  • Leakage of water from plumbing or heating service not connected by local drains.
  • Loss of electrical supply to a building.
  • Lift breakdown with passengers inside.
  • Fire alarm failure.
  • Fire exit door won't open.


'Urgent' Priority 2 – Examples

  • Blocked Internal (sink(s)/shower(s)) wastes and drains.
  • A problem affecting the security of buildings or property.
  • Failure of services affecting room temperature.
  • Air conditioning not working.
  • No power in room.

'Essential' Priority 3 – Examples

  • Loss of electrical power where other sockets still work within the room.
  • Damage to an internal door that could cause security problems.
  • Loose or missing floor tiles/paving where there is minimal safety risk.
  • Replacement/repairs to sanitary ware fittings: plugs, seats, etc.
  • Adjustment of door closures or floor springs.
  • Repairs to joinery items: doors, window, etc, where there is no security risk.
  • Re-fix loose fixtures and fittings.
  • Repairs to furniture when the damage affects the functionality of the room.

'Non Essential' Priority 4 - Examples

  • Furniture - jobs connected with repair or purchasing furniture.
  • Replacement of nameplates for room occupants.
  • Painting.
  • Replacement of cracked sanitary ware when the damage has not prevented use, or caused an H&S risk.
  • Plaster repairs.
  • Remove and replace bathroom sealant.
  • Rechargeable job requests.
  • Any other task that has been rearranged with the client to an agreed date.

Details of the reason for any priority timescale change will be noted against the works order by an appropriate member of the Directorate of Estates and Campus Services team.

The priority given for any work will depend on the exact nature of the problem and will be set by the Facilities Helpdesk based on the information provided by the requestor. Requestors can track the progress of job request by following the 'My Job Requests' link on the Facilities Helpdesk webpage.


The examples given above are for guidance purposes only, and any queries, with regards to the priority level set, should be first directed to the Facilities Helpdesk on ext. 5555 or email fm-helpdesk@york.ac.uk.