Customer Services Centre
Contact our Customer Services Centre
Contact us
Online
Customer Services Centre (Imperial College login required)
Phone
Internal: 48000
External: 020 7594 8000
Customer Services Centre (emails are processed within office hours)
Visit
We're on the 5th floor of the Sherfield Building at South Kensington campus
Customer Services Centre (CSC) provides a central point of contact for all members of Imperial, across the wide range of services, not just repairs and maintenance.
If we can’t help we probably know someone who can!
CSC is open between 07.00 and 18.00 hours, Monday to Friday. Outside our office hours your call will be answered by Security, who will take note of your enquiry and report it to the relevant staff.
Our team handle around 50,000 reactive maintenance requests each year, and a further 25,000 planned preventative maintenance tasks on more than 14,300 assets.
The team work to BS 8477:2007, which is a nationally recognised Code of Practice specifying best practice customer service and customer surveys reveal a 93% customer satisfaction rate.
What is Planon?
Planon is the Computer Aided Operations Management (CAFM) system. Extensively used throughout the Higher Education sector, it enables our team to efficiently plan, execute and monitor all activities including: reactive and planned maintenance; asset management; work permits; cleaning and waste requests and other operational and customer-related facility services. Information from Planon software allows our teams to improve our long term planning of maintenance services and ensure full alignment with core needs.
What does Planon offer the customer?
Planon is a cloud-based system and we hope you find it easy to use, the online portal provides you with information on the status of your service requests. On this link you can find more information and guidance on Raising a Planon request. If the building defect has caused, or could cause, an incident/accident you should also report it online using SALUS.
We welcome your feedback on your Planon experience and so all service requests come with a link to our customer satisfaction survey.
Additional Planon user guides: Maintenance Supervisor / Maintenance Technician.
Information block
Priority codes and response times
Your service requests are prioritised according to urgency. From Monday 3 July 2017 the codes we use are as follows:
| Priority | Attendance Time | Campuses | Rectification Times |
|---|---|---|---|
| Emergency | Within 30 mins | South Kensington - at all times | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | White City campus - 07.00 – 19.00 hours Monday - Friday | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | White City campus - At all other times College Security to be first responder | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | St Mary’s; Charing Cross & Hammersmith medical campuses - 07.00 – 19.00 hours Monday - Friday | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | St Mary’s; Charing Cross & Hammersmith medical campuses at all other times - College Security to be first responder | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | Royal Brompton campus - 07.00 – 18.00 hours Monday - Friday | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | Royal Brompton campus- At all other times College Security to be first responder | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | Silwood Park campus - 08.00 – 16.00 hours Monday - Friday | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Emergency | Within 30 mins | Silwood Park campus at all other times - College Security to be first responder | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Priority - High | Within 4 hours | During business hours of 07.00 - 19.00 Monday to Friday at South Kensington, Hammersmith, St Mary's & Charing Cross; 07.00 to 18.00 hours at Royal Brompton campus | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Priority - Medium | Within 2 days | During business hours of 07.00 - 19.00 Monday to Friday at South Kensington, Hammersmith, St Mary's & Charing Cross; 07.00 to 18.00 hours at Royal Brompton campus | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Priority - Low | Within 7 days | During business hours of 07.00 - 19.00 Monday to Friday at South Kensington, Hammersmith, St Mary's & Charing Cross; 07.00 to 18.00 hours at Royal Brompton campus | 2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion |
| Minor Works | Written quotation supplied | All campuses - at all times | 10 days from request |
| Hazardous waste removal | Soft Services team will contact to agree time frame | All campuses - at all times | Soft Services team will contact to agree time frame |
FAQs
Who will deal with my report?
An experienced member of staff will log your report and give you a unique number categorising the job by type and campus team.
We will refer your call to one of ten teams based over six campuses.
Will I receive feedback?
Planon's online portal provides you with information on the status of your service requests.
Can I fix the fault myself?
No, please leave repairs to the experts. Estates Operations is responsible for all estates equipment, its maintenance and repair. No attempt should be made to repair or replace any equipment or services. Doing so could result in injury. Any tampering with College assets might also expose the College to serious breach of contracts.
Any unauthorised person found to have tampered with College assets or property may be cautioned subject to College disciplinary procedures.
Will I be charged for this service?
The cost of maintenance work (i.e. repairs to buildings) will be borne by the Estates Operations Directorate. Improvement work (involving new components or systems) will be recharged to the appropriate Faculty/Department/Division requesting the improvement.