Customer Charter

Definition

What we do for you

• Promptly acknowledge receipt of your request
• Respond to your urgent requests immediately.
• Advise you immediately when your request has been completed and within five working days when your request has not been completed

What you can do for us

• Students/External Community - send an email to buildingsmaintenance@ul.ie including relevant information etc….
• Staff - Log a call through the B&E Helpdesk
• Read emails from BE Notices and B&E UL Connect
• Give at least 24 hours’ notice for collection/delivery requests

Definition

What we can do for you

As for maintenance plus: 

• If your request is on hold because we are awaiting information from you, we will send you a reminder after 10 working days
• If you don't receive a quotation within 5 working days, we will advise you of the status of the request

What you can do for us

• Complete a minor works form (available here link)
• Provide a detailed description of the works

What we do for you

• Promptly acknowledge receipt of your request
• Respond to the changing requirements of UL’s teaching and research priorities.
• Allocate space in the best interests of UL
• Provide you with a suitable single or shared office or workstation
• Endeavour to provide each division/department/unit with sufficient office/laboratory/storage space to enable them to carry out their function
• Discuss with you your space requirements or any issue about your office move
• Adhere to UL’s Space Management Protocol

What you can do for us

• Outline your space requirements to your faculty manager or head of department
• Arrange for him/her to send an email to brian.considine@ul.ie
• Make your request as clear as possible
• Ensure your department's existing space is fully utilised before seeking additional space
• Adhere to UL's space allocation protocol and understand that space is a valuable and finite resource
• Relinquish any unused or under-utilised space

What we do for you

• Clean buildings as per SLA with cleaning company, e.g.:
  • Clean communal public areas daily (Mon-Fri)
  • Clean offices twice a week as per schedule
• Collect recycling paper from offices weekly
• Provide janitorial service during normal working hours for toilets and emergency clean-up of spillages
• Carry out deep clean of new buildings/vacant offices
• Clean building glazing once a year
• Provide feminine hygiene service in female toilets

What you can do for us

• Report any floor spillages that could result in an accident
• Segregate paper and general waste
• Dispose of general waste in corridor waste bins
• Report toilets that require servicing (including blockages):  Students/External Community - send an email to buildingsmaintenance@ul.ie. Staff - Log a call through the B&E Helpdesk
• Request special cleaning through the B&E Helpdesk

What we do for you

• Promptly acknowledge receipt of your request
• Provide evidence of UL insurance cover
• Advise on existing UL policies
• Liaise with UL insurance brokers on your behalf
• Update Asset Register with new plant/equipment
• Lodge settlement cheques to your dept. cost code
• Seek additional cover on your behalf (additional charge may apply)
• Submit claims on your behalf
• Assist with incident investigations

What you can do for us

• Send an email to cliona.donnellan@ul.ie
• Make your request as clear as possible
• Advise of incidents/accidents immediately
• Submit claim forms promptly
• Pay additional bespoke premiums promptly
• Provide requested additional details promptly
• Advise B&E of new plant/equipment in your department
• Complete questionnaire/claim forms comprehensively and provide supporting docs
• Provide dept. cost code for settlement
• Advise insurance administrator of planned sabbaticals at least one month in advance of travel
• Ensure your contractors/visiting groups have current public and employers’ liability insurances to levels of €6.5m and €13m respectively

What we do for you

• Manage the maintenance and development of the campus landscape to provide an attractive and pleasing environment for the campus and wider community in support of UL’s mission.
• Manage and maintain the field sports facilities.
• Keep the campus clean

What you can do for us

• Enjoy and respect the parkland facilities and riverside setting
• Report any safety or hazard issues - Students/External Community - send an email to buildingsmaintenance@ul.ie. Staff - Log a call through the B&E Helpdesk

What we do for you

• Promptly acknowledge receipt of your request
• Set up and support special events
• Take responsibility for housekeeping in communal areas and teaching spaces
• Provide security in campus buildings and car parks (in conjunction with Campus Security)
• Provide frontline support for AV equipment in a number of outlying buildings, lecturing spaces and seminar rooms
• Participate in UL emergency response procedures, including fire alarms, major incidences and medical emergency calls
• Provide information about events and seminars to visitors
• Deliver goods inwards material, sort and deliver SDS postal items and sort and deliver general postal packages

What you can do for us

• Log a call through the B&E Helpdesk
• Give adequate notice of events that you host
• Report suspicious activity to B&E or directly to Campus Security
• Give advance notice of the need to relocate material within buildings
• Leave teaching spaces in the correct setup for the next class (leave them as you would like to find them)
• Include your room number on orders that are being delivered to UL

What we do for you

• Provide a safe and secure environment on campus
• Monitor vehicle parking to ensure compliance with UL parking policy
• Be responsible for traffic management
• Be responsible for security of campus building stock
• Respond to incidents/accidents and contact emergency services when required

What you can do for us

• Park in official car park spaces
• Follow instructions issued by security officers
• Report any suspicious behaviour by individuals or vehicle occupants
• Inform campus security of any proposed events taking place on campus

What we do for you

Your feedback is an invaluable resource to us in continual improvement. Feedback is discussed at relevant departmental meetings, and issues arising, corresponding action items and action owners are recorded in our Quality Improvement Plan (QIP). The QIP is monitored at our Quarterly Review Meetings.

What you can do for us

• Respond to our periodic requests for feedback
• Use feedback links provided in Helpdesk related completion confirmation emails
• If providing negative feedback or you are unsatisfied with any of our services, please give as much information as possible so that we can investigate accordingly