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Operations & Facilities Services


To deliver integrated support for the core University business, across its campus network, that support UCL's strategic objectives with particular focus on the planning and development of the estate whilst enhancing the facilities services that the University offers to students, staff, visitors and conference guests.

Our vision is to provide a single point of contact for our customers to access high quality, integrated, customer focused services and service support. This vision relies on our people and every member of Estates staff is key to us providing a personal and caring service which will enhance our customer's experience.

Service Level Agreement

Everyone we deal with and everyone that our colleagues and partners deal with on our behalf, are our customers and will be shown the same consistent level of professionalism, respect and understanding, no matter where, when or how we interact with them.

To that end we will ensure:

  • Staff are trained and developed so that they are able to meet the customer care standards in place, through clear guidelines and with a focus on the best interests of the customer
  • We develop the means by which we obtain feedback from our customers and that this feedback is reviewed appropriately
  • We monitor and evaluate working practices to ensure our 'one team' approach continues to provide services in a timely manner and within agreed timeframes
  • We provide lean, integrated, high-quality, services which support UCL's academic mission
  • We achieve a nationally recognised and accredited quality standard for customer care, namely the 'Customer First' standard.

Key Performance Indicators

  • We will monitor performance against the published charter detail below
  • We will monitor and report on service requests though the Customer Services Centre to ensure compliance with agreed response times and publish the results
  • We will proactively communicate with our customers to discuss the effectiveness of our services and areas for improvement.


We want to evaluate, review and understand the impact our services have on our customers so please do provide us with your feedback; you can do this by:

  • Submitting your comments into the feedback form on our website

What you can expect from us

  • We will resolve your enquiries at the first point of contact whenever possible, focusing on your needs at all times
  • We will be courteous, welcoming, helpful and professional
  • We are attentive to customer needs and follow up on the commitments given
  • We apprise customers of progress in relation to their enquiries
  • We will ensure your contact details are correct and use accurate information to inform, support and consult
  • We will where applicable, agree the outcomes and/or solution to issues raised
  • Maintain adequate service cover during business hours
  • Respect your confidentiality, earn your trust, and build long-term relationships

What we need from you

  • Work with us to make the campus a better place – if you see it, report it through the Customer Services Centre
  • Provide feedback if you feel we have done well or where you feel we can improve
  • Provide us with accurate information in a timely manner so we can process your request in the most effective manner
  • Except in urgent cases please help us by using the on-line Service Request Form to contact UCL Estates

Customer Feedback

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