How to contact us

Use Service Request Form| to report a facilities or maintenance issue.

 

To follow up progress on a job email estates.follow-up-jobs@lse.ac.uk|.

 

Helpdesk Enquiries|:  020 7955 7956

 

Emergencies: Mon-Fri, 8am-5pm

020 7831 8713 or ext 2444 or #6244 if calling from a public access phone.

 

Emergencies: Out of hours

Contact Security on ext 2000

FAQs

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1. What is the best way to submit a request?
2. What is an EMERGENCY and how to report it?
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3. What is an URGENT job and how to report it?
4. What if my job has to be completed by a specific time?
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5. What if I want to be in attendance when the job is done?|
6. What does a Service Level Agreement (SLA) mean? |
7. How do I know that my request has been accepted?|
8. What communication can I expect from Estates regarding my job request?|
9. What if my request cannot be done in-house or my request is outside the standard provision?|
10. Why do I sometimes receive a confirmation of an acceptance of a job request with delays? |
11. Why do I sometimes receive a confirmation of an acceptance of a job request with delays? |
12. Would I speed up things if I call Help Desk, the supervisors or the management directly?|
13. What if the estimated completion date has passed and the job is still outstanding?|
14. How do I know that my request has been completed? |
15. What if I want to comment on the job completion?
16. Will I be informed when the job is going to be carried out?
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17. Why do I sometimes receive a confirmation that a job is completed when it is not?|
18. What I can do to help the Help Desk and Maintenance teams? |

1. What is the best way to submit a request?
For requests that are not an emergency or urgent (please check the description below), it is best to submit them using the relevant link in the Helpdesk Section|. By logging your request this way, it can be traced, managed and monitored. This is the easiest way to ensure that your request will be dealt with quickly and efficiently.

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2. What is an EMERGENCY and how to report it? 
Emergencies include power cuts, fire, floods and leaks, blocked toilets/sinks/drains that are overflowing, H&S issues with immediate risk of injury, passengers trapped in a lift, etc. Please use the emergency hotline to report those, ext 2444 or #62444 if calling from a public access phone.

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3. What is an URGENT job and how to report it?
Urgent jobs include lock problems that require a quick fix such as being locked in/out; H&S issues that do not have an immediate risk of injury but need to be attended ASAP, lifts out of service, etc. Please use the emergency hotline to report these, ext 2444 or #62444 if calling from a public access phone.

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4. What if my job has to be completed by a specific time?
If your request requires completion by a specific time, please state this clearly on the original Web Service Request Form. We will endeavour to meet your deadline or will contact you if we anticipate any issues. Please only do this if you have a deadline. Our technicians are extremely busy dealing with the hundreds of requests we receive daily and they will really appreciate it if there is no unnecessary pressure or interruptions put on them.

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5. What if I want to be in attendance when the job is done?
Please state this explicitly on your original request and we will try and accommodate it. It is not our normal practice to inform customers of the exact time the job will be attended to or to request their presence. With the current labour provision we have it is not possible to manage an appointment diary. We leave ‘Sorry we’ve missed you cards’ to advise that we have been to attend the job or to advise on a follow up action required.

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6. What does a Service Level Agreement (SLA) mean? 
This is the maximum time that we anticipate the job will take for its completion in normal circumstances. Please check the SLAs and place your requests in plenty of time. We will of course attempt to complete the job as soon as practically possible and before the stated deadline. However, please note that this time may be affected by emergencies, workload issues or staff absences and therefore, delays may be observed. We try to keep delays to a minimum.

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7. How do I know that my request has been accepted?
When you have placed your request on the web we will assess it for feasibility and if it is accepted we will input it on the Facilities Management system. This will trigger an automatic email to be sent within 24 hours to confirm a reference number for the job, an expected completion date and will list a number of contacts for you to use should you need to follow up on the job.

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8. What communication can I expect from Estates regarding my job request? 
The standard communication includes two points of contact – these are the automated emails on acceptance and completion of the job. Only in specific instances on a need to do basis, e.g. where more information or access is required, we may contact you either by phone or email. You may receive verbal or written communication from the technician, the supervisor or Help Desk if the job warrants this, incl. Sorry we’ve missed you cards.

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9. What if my request cannot be done in-house or my request is outside the standard provision?
You will be contacted and informed of a way forward and the available alternatives. This may involve an external contractor becoming involved and depending on the nature of the request a budget code may be required, to be supplied by the customer.

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10. Why do I sometimes receive a confirmation of an acceptance of a job request with delays? 
The Facility Management system sends the automated emails at certain times of the day, therefore, depending on the time of submission it may take several hours before you are sent an email (up to 24 hours). For emergencies this may be after the job is completed.

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11. How can I speed up the completion of my request?
All requests are scheduled to be completed in line with our Service Level Agreement, this takes into account their priority, our workload vs. staff availability, etc. Please show understanding and do not attempt to jump the queue if the job is not urgent, you will be delaying someone else's job. Thanks for your co-operation.

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12. Would I speed up things if I call Help Desk, the supervisors or the management directly?
Only if the job is an emergency or an urgent job. Calling non-urgent jobs over the phone in fact slows down the system and also risks the job to be lost or delayed. The best way for a standard job request to be reported is via the web.

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13. What if the estimated completion date has passed and the job is still outstanding?
Please contact Help Desk or the Customer Services Manager and we will chase up progress of the job for you. However, let me use this opportunity to apologise in advance if your job has been delayed. This is usually due to other priorities, such as dealing with emergencies taking over and diverting our manpower.

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14. How do I know that my request has been completed? 
Once the job is completed by the technician it will be returned to Help Desk for closure and an automated email is sent to the requestor confirming the job is done. It will also request feedback. We do appreciate if you take the time to complete it, the information is invaluable to us. Please note that the jobs are administratively completed several days after the job is technically completed, therefore the date of receipt of the completion email is NOT the date of the actual completion of the job.

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15. What if I want to comment on the job completion?
The best way to do so is to use the feedback link sent by the auto email or by visiting the Help Desk website and using the form there. If you are experiencing problems with the form or feel that your comment is not suited to it, please do contact the Customer Services Manager and she will deal with it as a priority. All feedback is analysed and used for continuous improvement of our services.

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16. Will I be informed when the job is going to be carried out? 
Due to the manpower we have, we can only inform you of the period within which the job will be completed (SLA). We cannot commit to specific times for when the job will be carried out due to the vast volumes of jobs we attend to as well as any emergencies that might upset the schedule. Should you need to be informed specifically, please put this on your original request form and we will endeavour to accommodate it.

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17. Why do I sometimes receive a confirmation that a job is completed when it is not? 
One instance where this might be the case is when the job cannot be done in-house and has been passed on to a contractor or back to the requestor. We still need to close the job ticket on the system for the time the in-house technician has spent investigating the issue. The completion of this stage triggers the automated response. We aim to follow this up with another email to explain the circumstances, however this may not always be possible. Please feel free to contact us if you are in any doubt or if you think the job ticket was closed in error. If the latter is the reason for the job completion then we will rectify the mistake as soon as possible.

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18. What I can do to help the Help Desk and Maintenance teams? 
Place your request with plenty of notice, check the Service Level Agreement for how long the job is anticipated to take depending on its nature, and log it through the correct channels. The maintenance team is predominantly reactive in nature and therefore, the technicians are always stretched and under pressure, they will really appreciate that the customers show understanding and do not provide undue pressure. Also, please stay in touch and let us know if there are any deviations from the expected practices so that we can correct them.

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