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.

Due to current ticket volumes, Estates and Facilities are prioritising reactive maintenance requests to ensure that critical issues are addressed promptly. Priority will be given to Priority 1 (Emergency) and Priority 2 (Health & Safety) repairs, along with essential Priority 3 works, as assessed by the FM Helpdesk. Non-urgent repairs classified as Priority 3, 4, 5 and 6 may be scheduled at the University’s discretion, and where appropriate, works may be grouped together to improve operational efficiency and minimise disruption to building users.

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

Phone

01695 58 (4455)

[email protected]

FAQs

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

Invida Accessibility Statement [PDF]

Service status Running Normally