Maintenance
Submitting a maintenance request varies by residence, use the guide below to find out what to do for your accommodation.
Don’t wait until you move out, we’re here to help and want to hear from you all year round!
Maintenance reporting and response times
In order for maintenance issues to be resolved, problems should be reported as soon as possible.
If you have reported an issue at Ranmoor/Endcliffe or City on your inventory, please do not submit a duplicate maintenance request
If you haven't yet signed onto StarRez, please visit portal.iqstudentaccommodation.com and follow the instructions on the attachment.
Ranmoor/Endcliffe and City Accommodation (Including Studio 300) The University is responsible for the repair and maintenance of your accommodation. Faults and/or maintenance requests in University accommodation can be reported in any of the following ways:
Online: The best way to get maintenance issues resolved is by filling in our Maintenance Request Form.
Telephone: 0114 222 4488 (Option 1)
In-person: Customer Services at The Edge (24/7)
Email: acs-customerservices@sheffield.ac.uk
When reporting a fault, please provide the following information:
- Full details of the nature of the fault
- Location of the fault (including block, flat and room number if applicable)
- Your name, plus your email address and telephone number
This will ensure that repairs can be responded to quickly and accurately.
For example, to mend a “broken window” the University may send round a glazier, but if, in fact, the window just won’t open, it might be more appropriate to send a joiner.
This information will also enable the maintenance team to contact you should there be any issues.
Whether you need to replace a light bulb or have no hot water, you will need to log a maintenance request through MyUniteApp.
Students can also report maintenance issues to the team at reception.
- Maintenance response times (not including Allen Court or St. Vincent's Place)
-
There are two main service levels to expect in reported jobs:
Emergency: The University will endeavour to make safe as soon as possible, restoring or providing temporary solutions within 4 hours of notification. These include all repairs endangering safety, health and security, or where there is an immediate risk to the structure of the building. For example, gas leaks, major electrical faults, water leaks and fire.
Standard: The University will endeavour to repair or rectify within 5 working days of notification. These include failures or repairs which affect amenities that do not seriously affect occupation or operational effectiveness. For example, faulty toasters and dripping taps.
- Maintenance response times at Allen Court
-
Emergency: These will be completed within 24 hours of notification. For example, repairs to avoid a danger to health, a risk to safety or serious damage to buildings or residents’ belongings.
Urgent Repairs: These will be completed within five working days of notification. For example, repairs which materially affect residents’ comfort or convenience.
Non Urgent Repairs: These will be completed within 28 days of notification. For example, repairs not falling within the above categories.
Maintenance Staff Access: iQ representatives and contractors will carry identification and/or documentary evidence of the need for any repair (which you are entitled and are encouraged to ask to see).
Advance notice of when repairs will take place cannot be given but will be within the above response times. The maintenance team will knock first, however, if they receive no answer, they will use a key to gain access to the accommodation. For health and safety reasons, you may be required to wait outside your room whilst any repair is being carried out. If the repair is likely to cause a disruption, you will be given a minimum of 24 hours of when the work will be carried out.
If repairs have not been made within the timescales detailed above, please contact Allen Court reception or ACS Customer Services, quoting the job reference number (if available). iQ representatives and contractors will ring or knock to check before entering.
- Maintenance response times at St. Vincent's Place
-
Emergency: These will be completed within 24 hours of notification. For example, repairs to avoid a danger to health, a risk to safety or serious damage to buildings or residents’ belongings.
Urgent Repairs: These will be completed within five working days of notification. For example, repairs which materially affect residents’ comfort or convenience.
Non Urgent Repairs: These will be completed within 28 days of notification. For example, repairs not falling within the above categories.
Maintenance Staff Access: Unite Students representatives and contractors will carry identification and/or documentary evidence of the need for any repair (which you are entitled and are encouraged to ask to see).
Advance notice of when repairs will take place cannot be given but will be within the above response times. The maintenance team will knock first, however, if they receive no answer, they will use a key to gain access to the accommodation. For health and safety reasons, you may be required to wait outside your room whilst any repair is being carried out. If the repair is likely to cause a disruption, you will be given a minimum of 24 hours of when the work will be carried out.
If repairs have not been made within the timescales detailed above, please contact St. Vincent's Place reception or ACS Customer Services, quoting the job reference number (if available). Unite Students representatives and contractors will ring or knock to check before entering.