Report a Fault

How to Report

We have a dedicated maintenance team, as well as trusted contractors, to ensure that we can make repairs quickly. It's important that you tell us straight away if you notice a fault or damage in your accommodation. You can do this by following the instructions below:

1. Use the Report a Default form.

2. The Planon login window will appear, please select the 'Auto log in' button.

3. Microsoft Login Page

After tapping the Auto log in button, you'll be redirected to the Microsoft login page
If your details are auto-filled, simply click Next to continue

4. Enter your credentials (if not auto-filled):

Username: Your student email (e.g., c9999999@newcastle.ac.uk)
Password: Use your usual student login password
You may also need to go through the Authnticator app process

5. Defect Form

Complete the form with as much detail as possible

Alternatively, you can report repairs to reception in person. If you have an urgent request outside of reception opening hours, please contact Security on 0191 208 6817.

Response Times

We provide you with a home, and it's important to us that we maintain this to a high standard. To help us do this, we operate using the below target response times. This means that someone will come out to assess the repair within the stated times. We endeavour to complete repairs as soon as we can but this may take us longer, especially where we require specialist parts or contractors.

Emergency

We'll respond to an emergency repair on the same day. We classify anything that poses a health and safety risk to people or to our buildings as an 'emergency'. Examples of an emergency repair include boarding up a smashed window, or isolating the water supply following a burst pipe. When responding to an emergency repair, we'll make the area safe. It's likely that we'll need to return at a later date to complete any remedial work.

Urgent

We'll respond to an urgent repair within three days. We classify anything that has a significant impact on your accommodation as 'urgent'. Examples of an urgent repair include restoring access to power or the water supply. It may also include replacing a defective appliance - for example the only cooker or light source. In some instances, we may need to provide you with temporary facilities until a full repair is completed.

Routine

We'll respond to a routine repair within seven days. We classify routine repairs as anything that has an impact on your enjoyment of the accommodation. Routine repairs are important but they do not pose a risk or have a significant impact on your use of the accommodation. Examples of routine repairs include fixing a dripping tap or replacing non-essential furniture.

Carrying Out the Repair

We understand that waiting for a repair can sometimes be frustrating. We're keen to minimise any stress and disruption to you. To achieve this, we will:

respond to your repair promptly
endeavour to carry out the repair as soon as possible
provide access to alternative facilities when repairs are delayed
complete repairs to a high standard
use approved and appropriately trained contractors
always carry appropriate identification

We will not give notice when attending to an emergency or urgent repair, or before coming to complete a repair that you've requested.

We need your help to make sure that things run smoothly. We expect you to:

report maintenance, repair, or replacement requests promptly
not to alter any part of the building
not to interfere with the building's pipes, cables, wires, or sensors
allow access so repairs and maintenance can be completed
show courtesy to staff when attending to a repair
comply with staff requests to ensure that they have a safe space to work in