Reporting an Issue or Repair – Invida Resolve
Staff and students can access Invida Resolve to report an issue or repair to FM.
The Facilities Management team within Edge Hill University have a number of objectives regarding repairs which are to:
- Maintain University buildings and assets in good order
- Maintain a safe environment and ensure that danger to persons and damage to property is minimised through accurate reporting and response
- Provide a repairs service which meets the needs of the University’s students and stakeholders
- Carry out all repairs within agreed response times
Get in touch
FAQs
You can track progress and request updates using your single sign-on via Invida Resolve:
- Invida Resolve (via link top right of this page)
- Invida Resolve (via Google Play) (Customer code = EHU)
- Invida Resolve (via App Store) (Customer code = EHU)
To gain access to Invida Resolve choose to ‘Sign in with Microsoft 365’.
For any queries, please contact FM Reception: [email protected] and 01695 58 (4455).
All emergencies MUST be phoned through to FM Helpdesk 01695 58(4455).
You can monitor the progress of your ticket and request updates via Invida Resolve. Simply go to ‘View Tickets’ to see the current status of your ticket.
By accessing ‘View Tickets’ in Invida Resolve, you can see the assigned team and the scheduled date and time for the visit under the created job. The date will be specific, but please note the timings may change.
You can add a comment or photo within Invida Resolve. Alternatively, if you have any questions, you can call the FM Helpdesk at 01695 584455.
Typically, our internal teams handle most issues initially, assessing and resolving them on the first attempt whenever possible. If the job is complex or requires specialised skills, we may then assign it to our trusted external contractors.
Priority is given to repairs classed as Priority 1’s (Emergencies) and Priority 2’s (Health and Safety issues) and essential Priority 3’s by the FM Helpdesk. EHU reserves the right to complete non-urgent works (P3, P4, P5 and P6 Repairs) at its discretion, and may also choose to package these works together for operational efficiency and to minimise disruption.
We recommend adding a comment or photo to your ticket within Invida Resolve. Go to ‘View Tickets’ and find the ticket you raised to provide the team with additional information for a more accurate response.
When you contact us, we will categorise your ticket as either ‘reactive’ or ‘planned’ maintenance. Reactive repairs or day to day repairs are defined as those repairs which are carried out on a responsive basis as the need arises and are not deferred for inclusion in planned maintenance programmes.
This includes often minor unplanned short-term repairs which are classified by urgency, such as:
- Fixing or replacing broken items
- Heating adjustments
- Fixing leaks and removing blockages
- Specialist cleaning requests
Works which require investment outside of reactive day to day operations are usually described as planned, such as:
- Heating/cooling system servicing
- Fire system safety checks
- Re-decoration & improvement
- Electrical rewiring
If you do report works to us which fall into a category of planned maintenance, we will try our best to advise you of a likely timescale for this work to be completed.
24 hours, 7 days a week. All emergencies MUST be phoned through to FM Helpdesk 01695 58(4455).
Emergency repairs are required when there is a risk to life, a real threat of serious injury or damage to property. When we attend an emergency repair, we will make the situation safe within 4 hours. A further visit may be required for any additional work that is needed, and based on the classification of the emergency, wherever possible, within 24 hours subject to parts availability.
Requests include:
- Faults on Fire systems
- Gas leaks
- Lift entrapment
- Major water bursts
- Faulty or insecure automatic doors, which cause a serious security breech.
- Broken glass which may cause injury or harm.
- Gritting when temperatures are forecast to fall below 0 degrees and gritting company have not responded.
Items within this repair category are those which are a serious Health and Safety Risk or will cause further damage, therefore, preventing the repair from becoming an emergency or lead to further deterioration of the building if the problem persists. These urgent repairs will be made safe or completed within 1 working day and if parts are required then we will arrange a further visit to complete the works (normally on a P4 rating).
Requests include:
- Blocked toilet pans (where no alternatives available)
- Complete loss of lighting to stairways and landings
- Flickering lights
- Major plumbing leaks and bursts, where water cannot be contained
- Major roof leakage, where water cannot be contained
- Complete building failure of essential services for electricity, water or heating
- Rodents or pests inside buildings
These are generally defects that can be undertaken without causing any serious long-term deterioration to the building or discomfort / nuisance to the student / staff or third parties. These jobs will be assessed by the FM Helpdesk and if deemed essential will be completed within 2 working days.
Requests include:
- Sanitary – faulty – drains, sinks, urinals, shower – leaking tap
- Air conditioning not working, too hot / cold / noisy
- Local heating problems
- Local loss of lighting to bedrooms, stairways and landings (partial)
- Faulty external lighting (unless the problem extends to full circuits being affected and pose a health and safety issue, then P2)
- Pest control which is prejudicial to H&S (Rodents)
- Internal cleaning such as bin overflowing or removal of broken glass
- Loose or detached banister or handrails
- Doors or windows not opening or closing or faulty hinges and handles
- Electrical appliances not working in accommodation (such as oven, cooker, fridge, freezer)
- Electrical sockets not working, (medical fridge electrical socket provision should be escalated by contacting the FM Helpdesk)
- Unsafe stair treads
- Replacing toilet seats
- Rodents or pests outside of building areas
These repairs are usually larger content internal work, and they can also be external works. They are not considered to be urgent and may require a pre-inspection. These jobs will be assessed by the FM helpdesk and completed at Edge Hill University’s discretion.
Requests include:
- Replacing baths, wash basin, kitchen sinks, toilet pans and cisterns.
- Repairs to mechanical extractor fan
- Door entry repairs
- TV aerial / reception
- Repairs to external walls, path and fences
- Plaster repairs
- Repairing of gutters and downpipes
- Repair to flooring (that is not a health and safety issue)
- Replacement of skirting boards
- Repair to doors
- Minor plumbing repairs
- Minor joinery repairs
These are repairs that are considered not to have an impact on the building structure or the comfort of the student / staff or third parties. These jobs will be assessed by the FM helpdesk and completed at Edge Hill University’s discretion.
Requests include:
- Repair to plaster of walls
- Additional lighting
- Internal or external cleaning – carpets, windows
- Minor furniture repairs
- Patch paint after repair or leak (Allowing for area to dry out)
- Key cutting
- Signage replacement or repair
- Weeding
- Power washing
- Graffiti removal
- New shelves
- Noticeboards
- Coat hooks
This is typically for staff only, detailing specific dates and times.
Requests include:
- Room Set-ups
- Deliveries
- Portering