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Reporting defects

Maintenance problem?

ToolsTap dripping? Heater on the blink? If you have a maintenance problem in your room or with items in your communal area, you need to report it online.

You can report a defect with our new app.

  1. Get your app from your preferred app store. You are searching for Planon and should look out for:

Plan on logo v3

       2. Enter this URL -

       3. Log in with your university login name and password

       4. Your app is now ready to use

In the app you can scan a QR code (located in rooms) to report a fault, look at progress on incidents you have reported and give feedback on the work done.

Lucia Foster Welsh residents: You are unable to use the Planon system and should contact your residence office directly or email

Once you have completed the request you will be sent an email with confirmation. The maintenance fault will then be logged with the maintenance team. Items are given priority in the order of how urgent the item is. For example somebody with no hot water is given preference over somebody whose lamp has blown a bulb.

By reporting your maintenance fault online or on the app you are giving authorisation for the maintenance officer to enter your room and fix the defect. You will receive confirmation that the work has been completed via email once the maintenance team have closed the job off on the system.

Maintenance standard guide

Emergency repairs - our aim is to investigate and make safe within 2 hours.

Emergency repairs include:

  • Serious flooding and leaks.
  • Loss of water supply.
  • Complete loss of electricity.
  • Unsecure room.
  • Hazard affecting safety of residents.

Urgent repairs - our aim is to investigate and make safe within 12 working hours.

Urgent repairs include:

  • No hot water.
  • No heating.
  • Blocked toilet or drain.

Non urgent repairs - our aim is to investigate, make safe and repair if possible or appoint a specialist contractor within five working days.

Non urgent repairs include:

  • Repairs to doors or windows
  • Partially blocked drains
  • Slow filling toilet
  • Slow leak

Routine repairs - our aim is to investigate, make safe and repair or appoint specialist contractor within 10 working days.

Routine repairs include:

  • Minor repairs to building, furniture and fittings.
  • Minor repairs to door or windows
  • Light out where there is alternative lighting
  • External repairs.

Repairs by agreed date

In agreement with maintenance team and the resident

Page last updated on Wednesday 9 October 2019 at 12.28pm.


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