Estates Helpdesk
The Estates Helpdesk is available 24/7, all year round.
To raise a task request or a general enquiry, or to provide feedback, you can contact the helpdesk via e-mail at estateshelpdesk@sussex.ac.uk or scan your nearest Estates QR code.
In case of urgent requests, please call us at 01273 87 7777.
Outside of working hours (8am to 6pm on weekdays), your call will be forwarded to the off-campus central helpdesk who will be able to help.
The Estates Helpdesk is the first point of contact for any general issues on campus related to estates and facilities. This includes:
- Maintenance and repairs
- Ad-hoc cleaning and janitorial
- Office moves, mail delivery, and other portering requests
- Requesting or replacing an access card
- Groundskeeping and pest control
- Booking an event on campus
- Requesting a discretionary project
If you are experiencing an emergency, please call Security immediately on 01273 87 3333.
If you are a resident on campus, please contact your local reception or scan the QR code in your flat.
If you are booking an event, please consult the events booking process as you may need to provide some details around Health & Safety, e.g. for larger events with a lot of attendees.
You can raise a task directly by scanning your nearest Estates QR code, which are available in all areas. This will direct you to a reporting form which will ask for details of the problem and/or your request, your contact details (i.e. an e-mail address), and any other information you can provide to support the team in resolving your request.
Raising a task request
After you submit a request via e-mail, phone or QR code, the team will raise a Task Number which will be e-mailed to you automatically. Your request will then be assigned to the appropriate Estates colleague or contractor to assist.
The team will also contact you directly with any updates or to request more information as needed. This may include more details on where the issue is located or its impact, or information on any access times and requirements (e.g. in student flats or lab spaces).
Your task will be assigned a Priority Code, as follows:
| Priority 1 - Emergency | All requests for emergency repairs or other activities where there is a risk to health, safety or security or significant damage to the building fabric, M&E or infrastructure or which causes teaching, research, residential or commercial activities to cease |
Respond within 20 minutes, resolve within 24 hours |
| Priority 2 - Urgent | All requests for urgent repairs or other activities where the material comfort or convenience of University users or visitors to the University are adversely impacted or where normal operations of the University are disrupted |
Respond within 3 hours, resolve within 72 hours |
| Priority 3 - Routine | All requests for repairs or other activities other than emergency or urgent repairs |
Respond within 72 hours, resolve within 14 days |
| Priority 4 - Reporting | All requests which do not relate to a fault or require a specific action to be taken. | No action needed |
For Priority 1 tasks issued outside of normal operational hours, the out-of-hours service will ensure that on-call engineers (including any approved subcontractors) are contacted. All Priority 1 tasks must be submitted via phone, including out-of-hours.
Requesting an update
The Estates Helpdesk will be your main point of contact throughout the process, and will liaise with you and Estates colleagues to ensure the task is completed.
During this time, you may request progress updates by e-mailing the helpdesk and providing your Task Number.
All updates are logged automatically, and your task will be updated with any changes as they occur.
Once your task is complete, you will receive an automated confirmation e-mail and an opportunity to provide feedback. You can also submit feedback at any time by contacting us via QR code or e-mail.