Business Support

Business Support is made up of the Administration and the Helpdesk Teams.

Estates Admin Team 

Located in Atkinson Holt (adjacent to the Sainsbury's superstore - off the Shorehead roundabout). The Estates Administration Team are responsible for the administration of purchase orders, invoices, energy payments, sickness and absence management and other general clerical duties for the Estates Office. 

Estates Helpdesk

The Estates Helpdesk is your first point of contact when reporting a building fault or requesting a service.

Staff can log jobs and place a request using Estates-Online:

Go to: https://estatesonline.hud.ac.uk

Once logged in to the main homepage, additional online help and guidance on how to log a job can be accessed.

To contact the Helpdesk and for general enquiries:

Email: estates@hud.ac.uk

Tel: 01484 472550

The Helpdesk operates Monday to Thursday 08.00 to 17:00, Friday 08:00 to 16:00

In the event of an emergency outside of normal opening times, please contact the Security Hub on 01484 472222 choosing option 5.

Reporting a fault/request a service:

Reports and requests can be submitted to the Helpdesk via the Estates Online app (please see below for further details on using Estates Online).  Once you have logged in you will be presented with a variety of templates for you to complete, please ensure to use the template most appropriate to your request.  If you are unsure, please contact the Helpdesk on the number above.

Please see below guidance on information to include when reporting a fault or requesting a service:

  • Full name and contact details
  • Nature of fault / works to be carried
  • Location of fault / works to be carried out
  • If the request is time-sensitive (e.g. room set up) please included the start date and time and the finish date and time
  • Any access issues to the location i.e. door locked at certain times, not available during day as used for lectures

Once a job has been logged, you will receive an automated confirmation with a job number, please quote this job number if contacting the Helpdesk. 

If your request is urgent, please contact the Helpdesk on 01484 472550 in the first instance.

All jobs logged onto Planon (the Estates & Facilities management software) are automatically prioritised.  Anything which poses a Health & Safety risk will be responded to within 2 hours.  Time scales on other requests vary according to the nature of the work required unless something is time-sensitive (e.g. room sets ups) in which case we will be led by the requestor.

Some examples of requests which can go through the Helpdesk include:

  • Furniture removals
  • Room set ups
  • Cleaning
  • Waste disposal
  • Pest control
  • Room temperature issues
  • Washroom/toilet problems
  • Window/door problems
  • Lighting/electrical issues
  • Reporting a fault
  • Ad hoc requests including putting up shelves, etc.

Once a job/request has been completed, you will receive another automated email confirming this.  If for any reason you have any issues regarding the works carried out or have any further questions, please contact the Helpdesk in the first instance.

Our commitment to our customers:

The quality of service we provide to our customers is very important to us, our goal is to:

  • Present a professional and courteous manner at all times.
  • Progress Estates Online requests within a 2-hour window during normal working hours.
  • Progress jobs received via email within a 2-hour window during normal working hours.
  • Respond to general email enquiries within a 24-hour timeframe.
  • Keep our customers informed of unexpected delays which may affect their request.
  • Provide a first-class service with a clear customer focus.
  • Provide value for money services.

To view our Customer Charter, please click here Helpdesk Customer Charter

Stats for 2022:

In 2022, the Helpdesk team actioned 5980 jobs/requests.  This is an average of 23.8 jobs per working day. 

February, June and October were the busiest months for the team, making up 29% of all jobs/requests received.

 

55.7% of the jobs were processed by the Helpdesk Team (phone/email).  

31.7% were processed by Self-Service.

12.6% Other

Helpdesk Feedback Results (updates January 2023):

97% of respondents agreed that the Helpdesk team were prompt and efficient.

70% of those questioned said they found Estates Online straightforward and easy to use.

70% said they were kept informed of any delays.

85% agreed that their job/request was completed in a satisfactory timeframe and 92% said jobs/tasks were completed to a satisfactory level.

*figures above include those who selected Strongly Agree and Agree on the questionnaires.

 

As a result of the feedback collated and comments received, we are committed to the following actions for 2023:

  • Ensuring varied channels for contacting the Helpdesk remain open.  Whilst Estates Online is the preferred option, we understand that sometimes an email or phone call is necessary.
  • As a busy team, logging many jobs and requests, it would be difficult to provide an update on all jobs that are outstanding at any one time on the Planon system.  Our standard practice is therefore to only provide updates when we are requested to do so. 

If you do require any update on any job/request that you have logged, please email the Helpdesk who will liaise with the relevant team/external contractor to provide a response in a timely manner.  

  • Produce guidance for using Estates Online, which will cover some of the more common queries raised from the feedback and also highlight the most appropriate templates to use for your job/request.

If you do receive a link to provide feedback, please do.  It is only by engaging with our customers that we are able to review and improve our service.

Thank you