Maintenance Response + Completion 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.

We appreciate your trust in our maintenance services and wish to provide you context about the challenges with managing our ongoing maintenance backlog.

Under the constraints of our APPA level 5: Crisis Response (Appendix C of the Facility Maintenance Plan) funding, our teams continue to optimize our service delivery to minimize the impact to our faculty, staff and students.

Last modified October 2023

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

U of A 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.

Note: Edmonton Residences (Campus Services) and Enterprise Square Campus use separate maintenance systems. For more information, visit Maintenance Requests for Residence and clikfix for Enterprise Square.

Performance highlights over the last QUARTER

View highlights and details on maintenance response and completion for the last quarter. Note, target completion is linked to current level of funding.

View [chart name]

Performance highlights over the last three months

View highlights and details on maintenance backlog and completion for the last quarter. Note, target completion is linked to current level of funding.

In Fiscal Year Quarter 2, we had reached the peak of our work order backlog. However, we're pleased to report that since then, Trades teams have made some progress in gradually reducing this backlog.

We will continue to focus on sustaining this momentum and optimizing our workflow for continued improvements.

Performance over the last fiscal quarter

The completion information shown below includes all work orders that our team received and was or was not able to complete in this time period, with the resources available.

View the backlog of work orders and Q3 (FY24) breakdown by priority

View information on the previous quarters: 
Q2(FY24), Q1(FY24), Q4(FY23)Q3(FY23)Q2(FY23) and Q1(FY23).


maintenance-appa-priority-1.svg

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.

maintenance-appa-priority-2.svg

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.

maintenance-appa-priority-3.svg

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.

maintenance-appa-priority-4.svg

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.

maintenance-appa-priority-5.svg

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.