Engineer inspecting plant

Contact our Customer Services Centre to request an Estates Facilities service

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Internal: 48000
External: 020 7594 8000

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Customer Service Centre

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We're on the 5th floor of the Sherfield Building at South Kensington campus

The Estates Facilities Customer Services Centre (CSC) provides a central point of contact for all members of College, across the wide range of Estates Facilities services, not just repairs and maintenance.

If we can’t help we probably know someone who can!

CSC is open between 08.00 and 17.00 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 over 14,300 College 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 College’s new Computer Aided Facilities Management (CAFM) system.  Extensively used throughout the Higher Education sector, it enables our Estates Facilities teams 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 will allow our teams to improve our long term planning of maintenance services and ensure full alignment with core College 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. 

Please note that with effect from 3 July 2017 our response times have altered, you can find the details below.

We welcome your feedback on your Planon experience and so all service requests will come with a link to our customer satisfaction survey.

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 codes and rectification times
PriorityAttendance TimeCampusesRectification 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  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 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  All campuses - at all times    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  All campuses - at all times    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  5 days from agreement of client brief
 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
 
Summary of the table's contents

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 Facilities 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 Facilities Directorate. Improvement work (involving new components or systems) will be recharged to the appropriate Faculty/Department/Division requesting the improvement.