Reporting an Issue or Repair – Invida Resolve
Staff and students can use Invida Resolve to quickly raise tickets for maintenance problems, repairs and site service requests. This system ensures that issues are logged accurately and directed to the right team for prompt action.
The Facilities Management team within Edge Hill University have a number of objectives regarding repairs which are to:
- Maintain buildings and assets in good condition to support teaching, learning and campus life
- Provide a safe environment, minimising risks to people and property through timely reporting and response
- Deliver a responsive repairs service that meets the needs of students, staff and stakeholders
- Complete repairs within agreed timescales, ensuring reliability and accountability
Get in touch
FAQs
You can access Invida Resolve via single sign-on:
- 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.
When you submit a ticket, it will first be triaged by the FM Helpdesk Team. If the issue or repair is deemed feasible and within the team’s capabilities, the ticket will then be assigned to the appropriate team for resolution.
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.
All tickets are at first triaged by the FM Helpdesk Team. To see where your ticket is up to, go to ‘View Tickets’ in Invida Resolve. From here, once it has been triaged, 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.
To request an update about your ticket, you can add a comment or photo within Invida Resolve. Go to ‘View Tickets’, (Monday to Friday), between the hours 8am and 6pm. Outside of these hours. please contact Campus Support Security who are available 24/7 on 01695 650427.
Usually, our internal teams are the first to address most issues, aiming to evaluate and resolve them right away whenever they can. Should a task be particularly complex or demand specialised expertise, we then delegate it to reliable 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.
Reactive repairs or day to day repairs are defined as those repairs which are carried out on a responsive basis as the need arises 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:
- Broken glass which may cause injury or harm
- Faults on Fire systems
- Faulty or insecure automatic doors, which cause a serious security breech.
- Gas leaks
- Gritting when temperatures are forecast to fall below 0 degrees and gritting company have not responded.
- Lift entrapment
- Major water bursts
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 building failure of essential services for electricity, water or heating
- 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
- 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:
- Faulty sanitary fixtures: drains, sinks, urinals, showers, and leaking taps
- Accommodation appliances not working (oven, cooker, fridge, freezer)
- Doors or windows not operating properly; faulty hinges or handles
- External lighting faults (except when full circuits are affected and pose safety risks; escalate to P2)
- Faulty electrical sockets (escalate medical fridge socket issues to FM Helpdesk)
- Local heating failures
- Loose or detached banisters or handrails
- Non-functional or uncomfortable air conditioning (too hot, cold, or noisy)
- Overflowing bins or broken glass needing removal
- Partial lighting loss in bedrooms, stairways, or landings
- Pest control issues affecting health and safety (e.g., rodents)
- Rodents or pests outside building areas
- Toilet seat replacement
- Unsafe stair treads
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:
- Door entry repairs
- Minor joinery repairs
- Minor plumbing repairs
- Plaster repairs
- Repair to doors
- Repair to flooring (that is not a health and safety issue)
- Repairing of gutters and downpipes
- Repairs to external walls, path and fences
- Repairs to mechanical extractor fan
- Replacement of skirting boards
- Replacing baths, wash basin, kitchen sinks, toilet pans and cisterns
- TV aerial / reception
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 information is generally intended for staff and provides specific dates and times.
Requests include:
- Room Set-ups
- Deliveries
- Portering