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Reporting an Issue or Repair – Invida Resolve

Report an issue or repair to FM using Invida Resolve – A new and quicker way to report issues.

The Facilities Management team within Edge Hill University have a number of objectives regarding repairs which are to:

  • Maintain University buildings and assets in good order
  • Maintain a safe environment and ensure that danger to persons and damage to property is minimised through accurate reporting and response
  • Provide a repairs service which meets the needs of the University’s students and stakeholders
  • Carry out all repairs within agreed response times

Reporting an issue or repair has never been easier using Invida Resolve. You may be familiar with using MyJobs previously, and this new system, Invida Resolve, is the new system for allowing staff and students to take ownership of reporting their issues/repairs, keeping track of them from start to resolution.

Getting Started

For any queries please contact FM Reception: [email protected] and 01695 58 (4455).

You can track progress and request updates using your single sign-on via Invida Resolve:

To gain access to Invida Resolve choose to ‘Sign in with Microsoft 365’.

User Guide – How to raise a ticket on Invida Resolve [PDF]

What happens when you report a problem?

When you contact us, we will categorise your ticket as either ‘reactive’ or ‘planned’ maintenance. Reactive repairs or day to day repairs are defined as those repairs which are carried out on a responsive basis as the need arises and are not deferred for inclusion in planned maintenance programmes.

Please note that all emergencies MUST be phoned through to FM Helpdesk 01695 584 455.

Emergency repairs are required when there is a risk to life, a real threat of serious injury or damage to property.

Reactive Maintenance

This includes often minor unplanned short-term repairs which are classified by urgency.

  • Fixing or replacing broken items
  • Heating adjustments
  • Fixing leaks and removing blockages
  • Specialist cleaning requests

Planned Maintenance

Works which require investment outside of reactive day to day operations are usually described as planned.

  • Heating/cooling system servicing
  • Fire system safety checks
  • Re-decoration & improvement
  • Electrical rewiring

If you do report works to us which fall into a category of planned maintenance, we will try our best to advise you of a likely timescale for this work to be completed.

What are the Service Level Agreements (Priorities P1 to P6)?

24 hours, 7 days a week. All emergencies MUST be phoned through to FM Helpdesk 01695 58(4455).

Emergency repairs are required when there is a risk to life, a real threat of serious injury or damage to property. When we attend an emergency repair, we will make the situation safe within 4 hours. A further visit may be required for any additional work that is needed, and based on the classification of the emergency, wherever possible, within 24 hours subject to parts availability.

Requests include:

  • Faults on Fire systems
  • Gas leaks
  • Lift entrapment
  • Major water bursts
  • Faulty or insecure automatic doors, which cause a serious security breech.
  • Broken glass which may cause injury or harm.
  • Gritting when temperatures are forecast to fall below 0 degrees and gritting company have not responded.

Items within this repair category are those which are a serious Health and Safety Risk or will cause further damage, therefore, preventing the repair from becoming an emergency or lead to further deterioration of the building if the problem persists. These urgent repairs will be made safe or completed within 1 working day and if parts are required then we will arrange a further visit to complete the works (normally on a P4 rating).

Requests include:

  • Blocked toilet pans (where no alternatives available)
  • Complete loss of lighting to stairways and landings
  • Flickering lights
  • Major plumbing leaks and bursts, where water cannot be contained
  • Major roof leakage, where water cannot be contained
  • Complete building failure of essential services for electricity, water or heating
  • Rodents or pests inside buildings

These are generally defects that can be undertaken without causing any serious long-term deterioration to the building or discomfort / nuisance to the student / staff or third parties. These jobs will be assessed by the FM Helpdesk and if deemed essential will be completed within 2 working days.

Requests include:

  • Sanitary – faulty – drains, sinks, urinals, shower – leaking tap
  • Air conditioning not working, too hot / cold / noisy
  • Local heating problems
  • Local loss of lighting to bedrooms, stairways and landings (partial)
  • Faulty external lighting (unless the problem extends to full circuits being affected and pose a health and safety issue, then P2)
  • Pest control which is prejudicial to H&S (Rodents)
  • Internal cleaning such as bin overflowing or removal of broken glass
  • Loose or detached banister or handrails
  • Doors or windows not opening or closing or faulty hinges and handles
  • Electrical appliances not working in accommodation (such as oven, cooker, fridge, freezer)
  • Electrical sockets not working, (medical fridge electrical socket provision should be escalated by contacting the FM Helpdesk)
  • Unsafe stair treads
  • Replacing toilet seats
  • Rodents or pests outside of building areas

These repairs are usually larger content internal work, and they can also be external works. They are not considered to be urgent and may require a pre-inspection. These jobs will be assessed by the FM helpdesk and completed at Edge Hill University’s discretion.

Requests include:

  • Replacing baths, wash basin, kitchen sinks, toilet pans and cisterns.
  • Repairs to mechanical extractor fan
  • Door entry repairs
  • TV aerial / reception
  • Repairs to external walls, path and fences
  • Plaster repairs
  • Repairing of gutters and downpipes
  • Repair to flooring (that is not a health and safety issue)
  • Replacement of skirting boards
  • Repair to doors
  • Minor plumbing repairs
  • Minor joinery repairs

These are repairs that are considered not to have an impact on the building structure or the comfort of the student / staff or third parties. These jobs will be assessed by the FM helpdesk and completed at Edge Hill University’s discretion.

Requests include:

  • Repair to plaster of walls
  • Additional lighting
  • Internal or external cleaning – carpets, windows
  • Minor furniture repairs
  • Patch paint after repair or leak (Allowing for area to dry out)
  • Key cutting
  • Signage replacement or repair
  • Weeding
  • Power washing
  • Graffiti removal
  • New shelves
  • Noticeboards
  • Coat hooks

This is typically for staff only, detailing specific dates and times.

Requests include:

  • Room Set-ups
  • Deliveries
  • Portering
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