If something in your accommodation breaks or needs repairing just let us know. We have a team of maintenance staff and approved contractors who will aim to fix the problem quickly.
How to report a fault
You should report any faults or damage as soon as possible. You can do this by:
We will aim to deal with your repair as quickly as possible. We prioritise repairs to ensure that the most urgent are dealt with first.
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 class as an emergency or urgent repair, there are some examples below. Please note that these are guidelines only and the list is not exhaustive:
Category
Examples
Emergency
Serious risk to life or property e.g. fire, flood or person stuck in lift
Immediate Response
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)
Urgent
Considerable disruption to business or damage to property e.g. electrical failure in widespread area or flooding in large area
Respond within 1 working day
Power failures which are not resolved by resetting trip switch (if over a 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)
We appreciate the importance of internet connection at this time, which allows you to partake in online study as well as many other recreational activities.
Your first step to connect your device(s) is to follow the instructions on the University’s IT Service’s website. They have information specifically for University accommodation.
If you are having problems connecting
If after following the above instructions, you're still having problems connecting, you can book an appointment and take your laptop, mobile or tablet to our free Connection Clinic located at the Old Library Cluster 1.57 between the hours of 0900 - 1700 Monday to Friday.
Connect your game console, smart TV and other devices to the Internet
Through our Student Network Access, you can connect your computer, game console, smart TV and other devices to the internet. Refer to our Connect to WiFi Network (PDF: 72KB) to help you get connected.
If you have any questions please contact the IT Service Desk on 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.
If you live in one of our Managed Partnership residences and are experiencing connection issues, chat to your reception who will be able to point you in the right direction. You can find reception opening times and contact details in the "Reception" tab on your residence's page.
