MyGlasgow News

Dear Colleagues, 

Over previous months, the University has been reviewing its operational support procedures to ensure we can provide efficient and timely support for resolving maintenance requests. This email updates on progress against some current maintenance issues and provides information about how to contact our Estates team via the Estates Helpdesk if you need to raise any future maintenance requests. 

The Estate Helpdesk is where colleagues can report any maintenance requests involving facilities and buildings on our campuses. It can be accessed either from the Estates webpages, through the ‘Request or Report something’ tile on the UofG Helpdesk or by calling 0141 330 6000.

Our teams are currently working through a backlog of requests caused by a number of factors including a shortage of labour in the market which has affected our capacity both in-house and through our contractors.

We are confident that we now have the capacity in place to ease these delays, however we do recognise it may have caused frustration if your request has been delayed and we apologise if you have been inconvenienced. We expect that waiting times will be closer to normal in the next Semester.

Please note that we are doing everything in our power to minimise disruptions and prioritise the most urgent requests across the University. 

To help us cope with the backlog of maintenance requests, we are:  

• Working with our contractors and partners to source additional resource 
• Extending the hours of operation by our staff and contractors
• Expanding the University’s team to manage and prioritise jobs
• Co-locating teams to facilitate improved information sharing between the Helpdesk, Contractors, and Facilities staff
• Improving reporting and analytics

You can help us ease the pressures by following our process for raising maintenance requests and for requesting maintenance job updates.

Please continue to be considerate to our frontline colleagues as they are working around the clock to ease the pressures. We thank you for your understanding and patience. 

Barry Morton 

Director of Facilities Services 

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How to raise a request

1. Raising a job

• Please use the webform, accessed from the ‘Request or Report something’ tile on the front of the MyGlasgow Staff webpages.
• Or call the Helpdesk on 0141 330 6000 

2. If you would like to get a progress update on the job you have raised: 

• Please contact us at estates-enquiries@glasgow.ac.uk
• Or call the Helpdesk on 0141 330 6000 

3. If your request is taking longer than expected and you wish to escalate the matter or wish to discuss matters in detail: 

• Please call the Helpdesk on 0141 330 6000 and ask to be put in touch with a Duty Manager 

4. Finally, if the matter is urgent or is a safety concern: 

• Please call the Helpdesk on 0141 330 6000 

First published: 10 December 2021