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Report a Fault
Find out how to report faults and damages in your student accommodation.
Repairs
We understand the importance of a comfortable and functional living environment. If you have any faults or damages in your accommodation, let us know as soon as possible. We have a dedicated maintenance team and a network of approved contractors ready to fix the problem quickly.
Reporting a fault
Our goal is to handle your repair request quickly, prioritising the most critical issues first.
If you wish to report a fault in your accommodation, please do one of the following.
- visit your accommodation’s reception during operating hours
- contact security on 0191 208 6817 or via the help points located at each residence out of hours
- send an email to your reception
- submit a repair request form for your specific residence, including:
- Bowsden Court
- Castle Leazes
- Grand Hotel
- Kensington and Park Terraces
- Marris House
- Park View
- Windsor Terrace Area (including Jesmond Road)
Response times
|
Category |
Target response |
|
Emergency |
Immediate response |
|
Urgent |
Response within one working day |
|
Normal engineering defects |
Response within three working days |
|
Normal building defects |
Response within five working days |
|
Low priority |
Response within 15 working days |
|
Lifts |
Response next working day |
To help you identify what we would classify as an emergency or urgent repair, there are some examples below. Please note that these are guidelines only, and the list is not exhaustive.
Immediate Response Examples:
- Flat door/lock broken so is accessible to anyone
- Serious leak/ingress of water (especially if coming through ceiling)
- Issue with fire alarm
- Pest control issues – infestation
- No mains lighting (if poses a health and safety concern)
- Electrical faults (if poses a health and safety concern)
- Anything where security is compromised (i.e a broken window)
Respond within 1 Working Day Examples:
- power failures that are not resolved by resetting the trip switch (if over the weekend)
- no heating (when no alternative source can be supplied)
- electrics not working in room (if over a weekend)
- cooking facilities not working (if over a weekend)
- hot water off (if over a weekend)
- no water at all
Internet connection
In today's world, staying connected is more important than ever, which is why we provide high-speed internet and Wi-Fi in all our accommodation. Read on for further information on connecting to Wi-Fi and how to report any issues.
University-owned accommodation
Your first step in connecting your device is to follow the instructions on the University’s IT Service’s website. They have information specifically for University accommodation.
If you're still having problems connecting, you can book an appointment and bring your laptop, mobile device, or tablet to our free Connection Clinic located at the Old Library Cluster between the hours of 0900 - 1700 Monday to Friday.
You can also book an appointment for a Network advisor to attend and ensure there are no issues with our Wi-Fi, servers or electronic equipment by completing this form.
You can connect your computer, game console, smart TV and other devices to the internet through our Student Network Access. Refer to our Connect to WiFi Network to help you get connected.
If you have any questions, please contact the IT Service Desk at 0191 208 5999 or email it.servicedesk@ncl.ac.uk. Don't forget to let us know where you're trying to connect from and what device you're using.
Managed partnership accommodation
If you live in one of our managed partnership residences and are experiencing connection issues, chat with your receptionist, who will be able to point you in the right direction. You can find reception opening times and contact details on the contact us page.
You can report a fault or damage in your student accommodation by visiting your accommodation's Reception during operating hours, sending an email to your Reception, or submitting a repair request form for your specific residence. Please see the information provided above.
You can request a visit from a Network Advisor to verify that your Wi-Fi, servers, and electronic equipment are functioning properly by submitting a form.