Campus Maintenance Response Standards

Maintenance response times are guided by a complex evaluation system that prioritizes emergency and high-risk issues in order to keep our campuses safe, accessible, and welcoming for the entire community.

Response times are measured from when a maintenance fault is reported to when a worker attends the site to inspect, make initial repairs, isolate services, and minimize hazards as required.

If you submitted a maintenance request, you can check the status of your request using the Process tab (top left).


Performance highlights over the last three months

The last quarter of the fiscal year was both exciting and onerous as the majority of the community made their way back to campus for the semester. Staff for U of A facilities and operations remained committed to ensuring requests were completed in a timely manner — even as requests increased — keeping U of A campuses safe and accessible for everyone. View highlights and details on maintenance response and completion for the last quarter. Note, target completion is linked to current level of funding.

Successfully completed nearly 2,300 requests while exceeding targets for high-priority (1, 2 and 3) work orders.


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Priority 1

Response standards for priority 1 (target 85%)
Within two hours of notification

  • Burst water pipes
  • Major energy outages (e.g. reset the circuit breaker, loss of power)
  • Issues with essential air-conditioning (e.g. animal houses, main computer room)
  • Issues with essential ventilation
  • Failure of low-temperature freezers/fridges
  • Gas leaks
  • Passengers trapped in lifts
  • Fires
  • Broken glass (constituting a safety issue)
  • Blocked sewerage
  • Building heating systems (winter)
  • Toilets (where there are accessibility constraints or a limited number of facilities in a building)
  • Soil lines
  • Electrical faults (identified as potentially dangerous)
  • Cold room failures
  • Life safety systems that are in trouble mode
  • Accessibility points/entrances/exits
  • FMNet failure, scheduled event access failure, or critical door left in an unsecure state due to system failure

Completion standards for priority 1 (target 75%)
Upon responding to initial call, completion within five (5) working days given availability of parts, otherwise within five (5) working days of availability of parts.

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Priority 2

Response standards for priority 2 (target 75%)
Within one working day of notification

  • Blocked stormwater drains
  • Broken doors (external)
  • Major roof leaks
  • Broken glass (internal/external)
  • Broken locks (external), broken door handles, or jammed doors
  • Air-conditioning failures (in buildings with inoperable windows or lecture theatres)
  • Fume hood failures
  • Water leaks
  • Reverse osmosis equipment/de-ionisers
  • Flooring issues that cause tripping hazards
  • Malfunctioning whiteboards/blackboards
  • Running taps (hot water)
  • No water
  • Non operating fixtures in areas which present a safety concern (e.g. stairwells, emergency lighting, exit lighting)
  • Elevator intercom failure
  • Card access issues
  • Intrusion system issues
  • Emergency notification issues
  • Video surveillance issues

Completion standards for priority 2 (target 75%)
Upon responding to initial call, completion within five (5) working days given availability of parts, otherwise within five (5) working days of availability of parts.

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Priority 3

Response standard for priority 3 (target 65%)
Within three working days of notification

  • Flickering fluorescent lamps (open areas)
  • Minor roof leaks
  • External lighting (external)
  • Faulty toilet cisterns toilets running constantly, or broken toilet seats
  • Signage requests through the repair shop
  • Non-essential air conditioning
  • Card access and intrusion user processing

Completion standards for priority 3 (target 50%)
Upon responding to initial call, completion within ten (10) working days given availability of parts, otherwise within ten (10) working days of availability of parts.

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Priority 4

Response standards for priority 4 (target 65%)
Within two weeks of notification

  • Dripping taps
  • Failed lamps
  • Flooring issues that do not present a safety concern
  • Pipework insulation
  • Broken door closer
  • Electrical faults (non-dangerous)
  • Redundant lighting outages (e.g. areas where one fixture outage does not impact workable lighting)
  • Rusted box gutters
  • Leaking (external downpipes)
  • Building security system estimates

Completion standards for priority 4 (target 50%)
Upon responding to initial call, completion within ten (10) working days given availability of parts, otherwise within ten (10) working days of availability of parts.

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Priority 5

Priority 5 requests are scheduled after assessment.

  • Resurfacing benchtops
  • Repairs to caulking
  • Internal painting
  • External painting
  • Non-safety related road resurfacing
  • Non-safety related curb and channeling repairs
  • Painting repairs
  • BSS battery replacements
  • Internal painting (essential)
  • External painting (essential)
  • Domestic hot water systems
  • Building heating systems (summer)

Completion for priority 5
Completion time varies based on when work is scheduled.