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Maintenance Operations – Repairs and Maintenance Service


To provide high quality, efficient and flexible maintenance service across UCL

Service Level Agreement

We will work with our service partners to ensure:

  • A timely and compliant attendance and repair service to all requests generated through the Customer Services Centre
  • That service requests are carried out to agreed targets and communication passed to the Customer where complications arise
  • Maintenance is undertaken to agreed standards and published Priority Levels:
    • WIthin One-hour
    • Within 24-hours
    • Within 5 working days
    • By arrangement
  • We provide expert advice and support
  • Continuous innovation and improvement to services

Key Performance Indicators

  • Monitor and report monthly on the success of 'closing' of jobs against our published priority levels and per team
  • Monitor and report monthly on service requests out-of-hours through our Resident Engineers
  • Monitor and report monthly on programmed activities to ensure compliance with agreed work schedules, planned maintenance regimes and health & safety maintenance regimes
  • Report monthly on management and administrative activity to ensure effective links with partner service areas such as Projects, Property, and EM&I


We welcome feedback on all our services as this helps us to maintain and improve our service standards.

Please send any comments to the Customer Service Centre by telephone, email or through our website

What we need from you:

  • Direct all requests via the Customer Service Centre (out of hours via Security Control Room)
  • Ensure that all areas to be cleaned are safe, accessible and sufficiently clear of hazards
  • Ensure effective detail is given when requesting work using the Service Request Form wherever possible

Customer Feedback

University College London - Gower Street - London - WC1E 6BT - Telephone: +44 (0)20 7679 2000 - Copyright © 1999-2015 UCL