A full estates help desk service is available to all colleagues.
Helpdesk operating hours are 8:00 – 16:00 with emergency service available outside of these times.
All enquiries received to the helpdesk before midday will be assigned and allocated a priority by the end of the day.
All requests will be prioritised as per the service level categories below:
|
Priority |
Category Name |
Description |
Resolution Time |
|
1 |
Immediate Action Required |
Where there is a risk to life or physical injury. Priority 1 issues should be communicated verbally in the first instance to ensure prompt response. |
2-4 Hours These issues should be eliminated or reduced to a lower risk priority level by the start of the next school day |
|
2 |
Risk of Injury or disruption to Teaching and Learning |
This may include issues from category 1 that have since been made temporarily safe. Where issues affect the delivery of teaching and learning the |
<7 days |
|
3 |
Low Risk of Injury or minimal disruption |
Issues where there is limited risk of injury or disruption. |
<28 days |
|
4 |
Low or no risk of injury or disruption |
Scheduled works for the next school break. |
<90 days |
|
5 |
Long Term Projects |
Works that require longer term projects or investment that are managed as part of the condition improvement programme. |
Project Specific Timescales |
