campus services department service level … support facilities management health, safety and...
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Business Support Facilities Management
Health, Safety and Environment Security
Campus Services Department
Service Level Agreement
Campus Services Operations
Reviewed: 21June2012
Reviewer: Steve Anstee
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Contents
Executive Summary
Operations within Campus Services
Overview
Departmental Organisational Structure
1.1 Facilities Management
1.1.1 Maintenance
1.1.2 Planning and Development
1.1.3 Cleaning
1.2 Health, Safety and Environment
1.2.1 Health and Safety
1.2.2 Environmental Sustainability
1.3 Security
1.4 Business Support
1.4.1 Mail
1.4.2 Transport
1.4.3 Reception
1.4.4 Switchboard/Help Desk
2. Customer Service Information
3. School/Service Department - Specific Requirements
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Executive Summary Steve Anstee, Assistant Director (Operations) Campus Services
The purpose of these Service Level Agreements (SLA) is to set out the services
provided by the Campus Services (Operations) Teams. The Teams are Facilities
Management, Health & Safety, Security and Business Support. The services
provided by each Team are described in the SLA along with the frequencies,
key performance indicators and key contacts. The Campus Services Operations
Customer Care Statement details the Team’s approach to providing service
excellence and methods for customers to access our services. The Feedback
Procedure details the value we place on continual improvement and the staged
process for customers to provide feedback on services received.
The SLA has both generic and specific elements. The specific elements are
developed and agreed with individual Schools and Service Departments
reflecting specific needs. The SLA will be reviewed annually in conjunction with
the ADP/SDP process ensuring Operations Teams continue to revise and
provide services to meet the University’s requirements.
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Mission
Campus Services will deliver a range of high quality, customer-focused services
that positively enhance the experience at Northumbria University, as a place to
study, work and live.
Campus Services Commitments
To achieve our mission we will:
Focus On Our Customers
We will deliver a consistently high standard of customer service from the first
point of contact.
We will strive to provide services that are individual, innovative and which
reflect the diversity of our customers.
Communicate Successfully
We will use a range of communication methods to regularly connect with
customers and our colleagues within Campus Services and the wider
University community.
We will proactively engage with our customers and colleagues, encouraging
feedback to inform the continuous development of our service.
Work As One Team
We will share our skills, knowledge and experience for the benefit of our
customers, colleagues and Northumbria University.
We will take collective ownership to ensure that Northumbria University
continues to be a well-maintained, healthy, safe and secure environment.
Operate Sustainably
We will make sustainable use of our human, physical, technological and
financial resources, ensuring value for money for Northumbria University.
We will take positive action to support Northumbria University’s
environmental and sustainability initiatives.
Continually Review And Adapt Our Service
We will measure and evaluate all that we do and will use this information to
develop our service.
We will respond positively to feedback and have a culture of embracing and
implementing suitable change.
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Objectives
Operations within Campus Services will work in partnership with
stakeholders and users to:
Develop an appropriate Asset Management Plan for the period 2012 – 2017
(An Asset Management Plan is an operational document detailing how we,
provide, maintain, clean and service our buildings) reflecting; the University’s
aspirations for the development and management of the Estate as detailed in
the Estates Development Plan.
Reduce to a minimum, potential disruption and inconvenience to the
University’s core business activities, resulting from development,
refurbishment and maintenance activities.
Operate within and deliver best value across all areas of the Department’s
service delivery and utilisation of directly employed staff and external
consultants and contractors.
Continue to take the lead in progressing relevant University environmental
initiatives, carbon reduction, including energy management, recycling; green
travel and environmental management knowledge transfer.
Ensure that the University is not exposed to the risk of prosecution as a result
of the Department’s operational activities or delegated requirement to ensure
statutory compliance in relevant areas of the operation and management of
the University’s Estate and services, including appropriate leadership on Health
and Safety.
Ensure the safety of staff, students and other users of the University’s
Campus’.
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Operations within Campus Services
Overview
The Operations team within Campus Services Department currently employ
staff to deliver the following services:
Corporate and Departmental Health and Safety advice
Environmental and energy management expertise
Planning and Development service
Refurbishments and minor works of our facilities
Reactive and planned building maintenance
Grounds and playing field maintenance
Facilities Support services
Cleaning services
Helpdesk, Reception and Switchboard services
Mail and Transport
Security
Car Parking
Departmental Organisational Structure
The Hierarchy of the Operations department falls under the Director of Campus
Services as follows:
Assistant Director
(Operations)
Steve Anstee
Head of Health, Safety
and Environment
Lesley Salkeld
Head of Security
John Anderson
Head of Business
Support
Karen Crozier
Head of Facilities
Management
Andrew Short
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Key contacts for the team are:
Head of Facilities Management Andrew Short 0191 227 4237
Planning and Development
Manager
Vacant 0191 227 4237
See Andrew Short
Maintenance and Support
Manager
Ernie Garner 0191 227 4249
Cleaning Manager Kathryn McDonald 0191 227 4879
1.1 Facilities Management
Facilities management is managed by Andrew Short and the breakdown
organisation of the department is as follows:
1.1.1 Maintenance
The following are the key areas of service delivery to which service level
statements will be attached and for which Key Performance Indicator’s (KPIs)
will be produced.
To provide a safe, professional and friendly service.
All staff to be courteous, friendly and helpful at all times.
Provision of an efficient maintenance service to remedy – building fabric,
mechanical and electrical infrastructure, soft furnishings and hard/soft
landscaping.
Head of Facilities
Management
Andrew Short
Maintenance and
Support Manager
Ernie Garner
Cleaning Manager
Kathryn McDonald
Planning and
Development Manager
Vacant
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Provision of an efficient facilities support service to all buildings within set
core times.
To ensure compliance with mandatory/regulatory legislation.
To ensure that appropriate maintenance/facility contracts are procured and
managed to maintain the University’s built estate, services and equipment in
a fit for purpose condition.
To develop maintenance investment programme to meet the strategic and
operational needs of the University, its occupants and users.
Customer Responsibilities
Report any defect hazards that could affect the health and safety of the
University’s staff students external contractors and visitors.
Give a contact name and telephone number or email address.
You should allow access at any reasonable time to carry out work.
Be courteous, friendly and helpful at all times.
To be given reasonable notice (minimum of 48hrs) for any room set ups,
furniture removals and time scaled associated works.
All requests should be logged through Campus Services Reception/Helpdesk
0191 227 4070 or directly to the badger building management system.
Key contacts for the team are:
Maintenance and Support Manager Ernie Garner 0191 227 4249
Maintenance/ Support Team Leaders
Facilities Dennis Hutchinson 0191 227 4244
Maintenance Keith Morpeth 0191 227 4245
Maintenance Billy Porter 0191 227 3506
Grounds Melanie McElderry 0191 227 4243
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Work Requests
Response Times Our Mission:
We will respond to all immediate/emergency calls 100% of response times.
We will respond to urgent calls 90% of the response times.
We will respond to routine calls 85% of response times.
We will endeavour to meet the identified target responses given.
When parts and equipments need to be purchased or hired lead in times can
elongate response.
When lead in time known this will be communicated to client with an up
dated completion date.
To Monitor Quality of Service We Will:
Measure analyse performance and compare with service levels and KPIs.
React to dissatisfied response’s from automated job complete Email
proactively and in a timely manner.
Ensure staff will be courteous, friendly and helpful at all times.
Works will be prioritised using the following scoring matrix:
WHO IS IMPACTED SCORE
Students 5
External Paying Customers 4
Academic Staff 3
Support Staff 2
Other 1
WHAT IS IMPACTED SCORE
Total loss of service in location 5
Major Disruption to service 4
Minor Disruption to service 3
Inconvenience 2
None 1
TIME FOR IMPACT TO OCCUR SCORE
Immediately 5
Within 2 hours 4
Within 4 hours 3
Within 5 days 2
Longer than 5 days 1
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Category Elements Included Response
Time Score
Immediate Lift Entrapment/Lift Breakdown
First aid
Fire/Burglar alarms
30 minutes to
respond and
make safe or
attend
casualty.
14 days to
complete
works element
N/A
Emergency A work request that represents a threat to
life or limb, has an urgent Health and Safety
impact or if not attended to will cause major
disruption to the core business of the
University (e.g. no power in a building, gas
leak or major flood). To provide room access
on request.
2 hours to
respond and
make safe.
Complete
within
14 days.
13 - 15
Urgent
A work request that has no immediate
operational or Health and Safety impact but
which may develop into a problem if not
addressed within a reasonable timescale (e.g.
blocked toilet, security alarm, sounder on
constantly, replenishment of household
goods, on request build up of litter).
24 hours to
respond and
make safe.
Complete
within
14 days.
10 - 12
Routine Non critical work requests that can be
aggregated and scheduled with other like
works to benefit from economies of scale
(e.g. single lights out, requests for additional
keys, door closer adjustments room changes/
adjustments on request removals general
FSA duties).
Within 14 days. 6 - 9
1 - 5
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REACTIVE MAINTENANCE / FACILITIES SUPPORT
Service Provided Undertaking customer request for repairs and general
house-keeping/ porter duties, not included in the maintenance
plan.
Level of Service Works will be completed in line with the categories and response
times listed above.
PROGRAMMED MAINTENANCE (works undertaken to a predetermined plan)
Service Provided Routine Maintenance
Non-critical work requests that can be aggregated and scheduled
with other like works to enable the University to benefit from
‘economies of scale’. For example a single light out, requests for
additional keys, adjusting door closers.
Level of Services Target completion within 16 days.
MINOR WORK REQUESTS (equipments)
Service Provided Undertaking to provide minor works delivery of pre set standard
equipments to request (keys and signs).
Level of Service Target completion within 16 days.
MINOR WORK PROJECTS
Service Provided Undertaking to provide minor works/refurbishments that require
limited design in a efficient and timely manner. These works are
generally budgeted to £50k.
Level of Service Contact you within 10 working days to arrange to discuss the
proposed works and provide an estimated cost for your
consideration within 28 calendar days.
Match the proposed project against the Estates Strategy and
any Development Plans and advise of any conflict and to
discuss possible revised proposals.
Prepare an agreed client brief and provide budget costs.
Ensure you are satisfied with the works carried out prior to
their payment/charge.
WASTE COLLECTION AND DISPOSAL
Service Provided Removal of rubbish from Buildings to the waste compound.
Note Daily or on request.
TOILETS
Service Provided Replenish paper towels and toilet tissue.
Note Daily or on request.
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PARCELS
Service Provided Delivery of parcels to named recipient when delivered to a
reception desk.
Note All other deliveries will be handled by mail/transport couriers.
TEACHING ROOM PREPARATION
Service Provided Set out classrooms as per planned timetabled requirements or
meeting bookings.
Note Please plan and book special requests via 4070 giving 48 hrs
notice.
Timetabling provide copies of the weekly timetable each Friday
to plan the following week’s changes.
DE-ICING/CLEARING WALKWAYS
Service Provided Clear snow and grit.
Note The majority of the gritting is provided by an external contract.
The entrance environs where not contracted will be cleared by
own staff see Snow and Ice Strategic Policy.
EXTERNAL CLEANING
Service Provided Sweeping/cleaning around the immediate boundary of the
buildings.
Note Main litter picking and clearing is the responsibility of the
Grounds Team. environs of building will be cleared by SFAs.
BUILDING INSPECTIONS
Service Provided Check for any minor repairs which may be required, arrange for
works to be completed.
Check clocks are in working order in teaching and meeting rooms
and arrange for replacement batteries if required.
Note Referral of larger works to the Maintenance Team
ENVIRONMENTAL SUPPORT
Service Provided Turn lights off when they are left on in unoccupied areas.
Inform managers when PCs and equipment have been left on
overnight or at weekends.
Support Building recycling schemes as agreed with the
Environmental Adviser.
Note The Environmental Adviser can be contacted on 7068 and
further information is on the department’s web site:
http://www.northumbria.ac.uk/sd/central/estates/waste/
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WEEKLY ROUTINE TASKS
TWICE YEARLY TASKS
EMERGENCIES
HEALTH AND SAFETY
Service Provided Carry out Fire Alarm Tests and check Fire Extinguishers, hoses,
blankets and emergency lighting.
Note To see timings please consult Campus Services Web Site.
CLOCK ADJUSTMENTS
Service Provided Amend clocks in the teaching and meeting rooms to BST or GMT.
Note This service requires no request submitted as FSA will under take
on inspection and cyclical job card.
FIRST AID
Service Provided Attend, comfort, report and administer to person affected.
Note When required escalate to security for transport or ambulance.
FIRE ALARMS
Service Provided In the event of a fire alarm activation we will bring down the
lifts in the building when required and remain at the building
entrance to prevent access to the building.
Note FSA Fire Response Team will attend all activations and will
respond to any Evacuation Chair requirement.
SECURITY ALARMS
Service Provided Respond and escalate if required.
Note Building opening times can be found on Campus Services Web.
Site.
FLOODS
Service Provided Job logged with x4070 (help desk) FSA will respond to report,
assess requirement to minimise damage and if required escalate
to maintenance team.
Note Will contact maintenance team if required to attend to any
repairs.
KEYS / UNABLE TO GAIN ACCESS
Service Provided Job logged with x4070 (help desk) FSA will respond on report of
incident and escalate if further assistance required.
Note Will contact maintenance team if required for further assistance.
UNBLOCKING SINKS
Service Provided Job logged with x4070 (help desk) FSA respond and try to
unblock.
Note Will contact maintenance team if required.
ROOM CHANGES
Service Provided Job logged with x4070 (help desk) as per customer requirement
and time scale.
Note Prior notice and design required (48hrs Notice required).
OFFICE MOVES AND REMOVALS
Service Provided Job logged with x4070 (help desk) as per customer requirement
and time scale.
Note Prior notice and design required (48hrs notice).
DISPOSAL OF OLD FURNITURE
Service Provided We will disposed of and certificate under Waste Transfer Note
or Hazardous Transfer Note regulations (these will be confirmed
and interrogated by environmental officer), all disposable soft
furnishing waste.
Note As per customer requirement and time scale. Prior notice
required (48hrs).
MINOR MAINTENANCE TASKS
Service Provided Will be assessed and allocated on competent basis.
Note Escalated to maintenance team if required.
BUILDING USER GROUP
Service Provided Organise, Chair and Administer bimonthly (every 2 months).
Building User Group with representatives from each resident
School and Service Department to promoting cross buildings
collaboration, implement building related University policies,
providing updates and receiving feedback on service provision.
Level of Service Facilitate meeting bimonthly basis
Circulate agenda, updated action list and papers a week in
advance of meeting
Circulate minutes and action list a week after the meeting
Develop and disseminate building specific fire evacuation
plans
Key Indicators Log dates of meetings, recording dates paperwork circulated.
Target rate 90%
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Track your Jobs
You can track all your work requests on BADGER by logging onto the Facilities
web site http://www.northumbria.ac.uk/sd/central/estates/jobtracker/?
view=Standard
Feedback
Via automatic emails on BADGER and formal post Project Reviews.
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1.1.2 Planning and Development
The Planning and Development team are responsible for:
Space Utilization Surveys
Surveys/Audit of Land and Buildings
Space Planning
Project Feasibility Studies
Arrangement of Leases
Advice on Statutory Requirements (Planning/Building Control)
Procurement and delivery of Capital Projects
Production and Retention of Record Drawings of the university Estate
Development of Maintenance/Compliance Plans and Programme
Key contacts for the teams are:
Planning and Development Manager Vacant 0191 227 4230
See Andrew Short
Project Officer Philip Kennerly 0191 227 7526
Improvement Officer Gary Wilson 0191 224 4235
Accommodation Planner Mark Baldwin 0191 227 4227
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CAPITAL PROJECTS (Works generally having a value in excess of £50k)
Service Provided To deliver capital projects within agreed timescales and
budget and with the minimum of unnecessary disruption to
students, staff and University visitors.
Level of Service To meet with the client to establish the brief for the works.
To establish a single point of contact as Campus Services
Lead Officer.
To provide sketch design and budget costs.
To prepare detailed proposals for client approval, ensuring
that they are designed according to industry good practice
and current legislation.
To procure and manage external consultants as appropriate.
To inspect the works on-site and ensure conformity to
specification, programme and costs within the parameters of
the contract.
To agree programme and completion date with client.
To carry out a project audit on completion.
To ensure adequate handover and training is provided to
client and users.
To ensure value for money is achieved throughout the project
life cycle.
User Responsibilities To outline user requirements at the briefing meeting.
To establish single point of contact for the end user with
relevant authorisation level.
To agree preliminary design proposals and budget cost.
To confirm acceptance of detailed design proposals.
To provide financial authorization where applicable, in writing,
on receipt of actual costs.
To agree acceptance of completed works prior to client
occupation.
To report any defects to the Project Officer following
completion.
Key indicators Customer Satisfaction Survey
Project Audit (Sample)
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MAJOR DEVELOPMENTS (Works generally having a value in excess of £1 million)
Service Provided To deliver major development projects; within agreed
timescales a budget and with the minimum of disruption to the
students, staff and University visitors.
To deliver major development projects which contribute
towards the attainment of business objectives contained
within University strategic planning documents to enhance
the learning, teaching, research a working experience of users
of the estate.
Level of Service Develop a project specific professional team and delivery
package to meet the needs of individual development
initiatives, from inception to post occupation review and
project appraisal, in order to deliver major development
projects of the highest standard within agreed parameters of
quality, cost and time.
Ensure that Project Implementation Groups are established
with relevant key stakeholders to facilitate the decision
making process.
Key indicators Post Occupancy Review.
Performance review of contract operations.
Monitoring of contract expenditure.
SPACE MANAGEMENT
Service Provided To assess space utilisation and space need in order to
objectively consider accommodation requirements and
highlight the extent to which the accommodation is being
effectively utilised.
Level of Service To explore space options for Schools/Departments in
accordance to changing academic and service needs.
Provision of Space data (Drawing/Utilisation) to University/
Schools/Departments.
Produce Bi-annual Space Utilisation Survey for the University.
Advise on space management issues including potential
disposals/acquisitions for the estate.
User Responsibilities Timely notification of future academic needs and
development.
To ensure effective utilisation of allocated space and to notify
any underused or surplus space.
Key indicators Strategy’s consistent with HEFCE guidelines and good practice.
Assessed space needs using HEFCE guidelines and good
practice.
Performance using Estates Management Statistics assessed in
line HEFCE.
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1.1.3 Cleaning
The following are the key areas of service delivery to which service level
agreement will be attached and for which Key Performance Indicator’s (KPIs)
will be produced.
To provide a safe, professional and friendly service.
All staff to be courteous, friendly and helpful at all times.
Provision of an efficient cleaning service within buildings within set core
times.
To ensure compliance with mandatory/regulatory legislation.
To ensure that appropriate cleaning contracts are procured and managed to
clean the University’s built estate.
Customer Responsibilities
Provide a contact name and telephone number or Email address.
Reciprocate, courtesies (being friendly and helpful) at all times as extended
by the Department.
To give reasonable notice (minimum of 48hrs) for any additional cleaning
requests associated with School/Service Department activities.
All requests should be logged through Campus Services Reception / Helpdesk
on 0191 227 4070 or directly to the Computer Aided Facilities Management
(CAFM) system.
Key contacts for the team are;
Cleaning Manager Kathryn McDonald 0191 227 4879
Cleaning Team Leader Craig Harold 0191 227 3504
Cleaning Team Leader Rachel Knott 0191 227 3422
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Description of Service
The University Cleaning Team provides a good common standard of cleaning
support across all University Academic and Residential buildings. Internally,
this common standard includes; vertical & horizontal surfaces, a range of
fixtures & fittings, entrances, common areas, offices, classrooms, labs, sports
facilities, halls of residence and specialist areas, (testing labs etc).
External cleaning includes; glazing and specialised building facades. Sanitary
services include servicing of feminine hygiene units & clinical waste bins,
sanitary dispensers and air sterilisation units. The frequencies of cleaning
service support are related to operational need related to building use and the
expectation of surface soiling related to building opening hours and footfall.
City Campus
The core cleaning time windows for pre-planned tasking in Academic Buildings
are; 06:30 - 09:30 Monday - Friday with the exception of Ellison Place, Ellison
Terrace and CCE1 where pre-determined areas are cleaned Monday - Friday
16:30 - 19:30.
The core cleaning time window for pre-planned tasking in Halls of Residence
are; 09:00 - 13:00 Monday - Friday.
The core cleaning time windows for Sport Central are; 06:30 - 18:00 Monday -
Friday and 07:30 - 12:30 Saturday - Sunday.
The core cleaning time windows for weekend cleaning in the Library (semester
periods only) are; 08:00 - 12:00 and 13:00 - 17:00.
A reactive service, (supported by elements of the above teams), is available via
the Cleaning Response Team 06:30 - 19:00 Monday - Friday and 07:30 - 12:30
Saturday and Sunday to attend to emergencies.
Coach Lane
The core cleaning time windows for pre-planned tasking in Academic Buildings
are; 07:00 - 09:30 Monday - Friday.
The core cleaning time windows for weekend cleaning in the Library (semester
periods only) are; 06:00hrs - 09:30hrs.
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The core cleaning time windows for CLC Sport Centre; 07:00- 15:00
Monday - Friday and 06:00 - 09:30 Saturday - Sunday.
A reactive service, (supported by elements of the above teams), is available via
the CLC Cleaning Response Team, 07:00 - 17:30 Monday - Friday and
06:00 -19:30 Saturday and Sunday to attend to emergencies.
WITHIN 1 HOUR OF REPORT DURING CORE CLEANING HOURS
DAILY
ALL AREAS
Service Provided Emergency response, (flood, spillage, body fluids etc), is
available via the duty Security Team during the core hours
given above within 1hr, (by the on duty cleaners), and Out of
Hours via contracted service providers.
Level of Service Emergency response; as example the removal of excess water
or other liquid from internal surface.
Key Indicators BADGER job satisfaction e-mail.
Target rate 90%
BUILDING ENTRANCES/RECEPTIONS
Service Provided A daily clean of hard and soft surfaces.
Level of Service Damp dusting surfaces, cleaning both sides of glazed doors,
door handles/push plates, vacuuming, tidying, emptying and
cleaning recycling and waste bins, replacing recycling sack and
positioning
internal collection point.
Key Indicators Cleaning Supervisor visual check of entrances Ellison Building
(Northumberland Road), Sport Central, Law and NBS, Coach Lane
West, on a daily basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
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TEACHING ROOMS, HUBS AND MEETING ROOMS
Service Provided A daily clean of hard and soft surfaces.
Level of Service Damp dusting teaching surfaces, cleaning glazed inserts in doors,
door handles/push plates, vacuuming, emptying and cleaning
recycling and waste bins, replacing recycling sack and
positioning in internal collection point.
Key Indicators Cleaning Supervisor visual check of random classroom in
Northumberland, Ellison, Sport Central, Law and NBS, Sutherland,
Coach Lane East, on a daily basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
LABS
Service Provided A daily clean of floor surface.
Level of Service Mop floor.
Key Indicators Cleaning Supervisor visual check of a lab Ellison building an a
daily basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
WORKSHOPS
Service Provided A twice daily clean of hard surfaces.
Level of Service Vacuuming work benches, cleaning glazed inserts in doors, door
handles/push plates, vacuuming floor, emptying waste sawdust
from extractor, emptying and cleaning recycling and waste bins,
replacing recycling sack and positioning in internal collection
Key Indicators Cleaning Supervisor visual check of Workshops in Squires and
CCE2 on a daily basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
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WEEKLY
TOILETS, SHOWERS AND CHANGING AREAS
Service Provided A daily clean to of hard surfaces and ad hoc replenishment of
janitorial supplies (routine replenishment provided by Facilities
Support).
Level of Service Cleaning of toilets, urinals, sinks, floors, walls (below 2 meters),
fittings, showers and changing areas. Ad hoc replenishing of
janitorial supplies: soap and toilet tissue. Emptying and cleaning
waste bin and positioning in internal collection point.
Key Indicators Cleaning Supervisor visual check of ground floor toilets, showers
and changing areas in Ellison Building (Ellison Place entrance),
City and Coach Lane Libraries, Sport Central, Coach Lane Sports
Centre, Law and NBS, on a daily basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
OFFICES
Service Provided A daily removal of refuse and recycling.
Level of Service Emptying and cleaning recycling and waste bins, replacing
recycling sack and positioning in internal collection point.
Key Indicators Number of requests for refuse removal following routine
Cleaning recorded on BADGER
Target rate 20 per month
CORRIDORS
Service Provided A three times a week clean of hard and soft surfaces.
Level of Service Damp dusting, glass cleaning, vacuuming, tidying, emptying and
cleaning recycling and waste bins, replacing recycling sack and
positioning in internal collection point.
Key Indicators Cleaning Supervisor visual check of corridors in Ellison Building
(Northumberland Road), Sport Central, Law and NBS, Coach Lane
West, on a weekly basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
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PERIODIC AND REACTIONARY
TEACHING ROOMS AND HUBS
Service Provided A week clean of hard surfaces.
Level of Service Damp dusting skirting boards, windowsills.
Key Indicators Cleaning Supervisor visual check of random classroom in
Northumberland, Ellison, Sport Central, Law and NBS,
Sutherland, Coach Lane East, on a weekly basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
OFFICES
Service Provided A three times a week clean of hard and soft surfaces.
Level of Service Damp dust work surfaces, vacuum floor.
Key Indicators Cleaning Supervisor checks in CCE1, Sutherland, Ellison Terrace,
Ellison Building, North Street and Squires on a weekly basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
TEACHING ROOMS, CORRIDORS, HUBS, BUILDING ENTRANCES, RECEPTIONS AND
OFFICES
Service Provided A periodic clean of hard and soft surfaces out of semester time
and within 10 working days of request.
Level of Service Carpet cleaning, strip and polish vinyl floor, vacuum blinds, clean
walls, upholstered seating, clean white boards, cleaning chair
and table legs as requested.
Key Indicators BADGER job satisfaction e-mail.
Target rate 95%
Annual customer satisfaction survey 90%
WORKSHOPS
Service Provided A periodic clean of hard and soft surfaces out of semester time
and within 10 working days of request.
Level of Service Vacuuming behind work benches, vacuuming blinds, deep
cleaning floor.
Key Indicators BADGER job satisfaction e-mail.
Target rate 95%
Annual customer satisfaction survey 90%
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TOILETS, SHOWERS AND CHANGING AREAS
Service Provided A periodic clean of hard surfaces out of semester time.
Level of Service Clean walls (below 2 meters), cubicles, doors and deep clean
floor.
Key Indicators Cleaning Supervisor visual check of ground floor toilets, showers
and changing areas in Ellison Building (Ellison Place entrance),
City and Coach Lane Libraries, Sport Central, Coach Lane Sports
Centre, Law and NBS, on a quarterly basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
OFFICES
Service Provided A periodic clean of hard and soft surfaces out of semester time.
Level of Service Skirting boards, windowsills, upholstered seating, cleaning chair
and office furniture legs.
Key Indicators Cleaning Supervisor checks in CCE1, Sutherland, Ellison Terrace,
Ellison Building, North Street and Squires on a weekly basis.
Target rate Cleaning Supervisor checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
24
WINDOWS / GLAZING
Service Provided Internal and external glazing, external specialist facade
cleaning.
Level of Service Fortnightly
External glazing to ground floor and 1st floor to receptions,
entrances and cafes.
Bi-monthly
Internal glazing
Climbing wall
Quarterly
External glazing, king span, reglit, kallwall, anodized
aluminium, primary cladding, composite cladding, translucent
wall-lite cladding, aluminium louvres to ground, 1st floors
(excluding reception, cafe and entrances) and upper floors.
Above 2 meters in changing rooms, toilets, shower rooms and
baby changing areas in Sports facilities only.
Bi-annually
Internal and external windows
Removal, clean and re-fit retro fitted double glazed units
Annually
Internal light well
Aluminium tubes
Stainless steel mesh
Suspended lights
Measure Visual inspection of Sport Central, Coach Lane Sports Centre,
Pandon, Knoll Court, Law/NBS, Drill Hall, sample of cleaning by
Team Leader on monthly basis.
Target rate Team Leader checks 90%
Building User Group resolution that members accept reported
service standard are acceptable 75%
Annual customer satisfaction survey 90%
25
SANITARY WASTE
Service Provided Provide sanitary/clinical waste bins and sanitary dispensers.
Level of Service Provide and replace sanitary bins in each ladies and disabled
toilet cubicle on a monthly basis
Provide and replace clinical waste bin in one accessible toilet
ground floor of each building weekly
Annual replacement of bulbs in existing air sanitizers and
replacement of existing air fresheners in toilets every 6
weeks
Re-fill sanitary dispensers every 6 weeks
Measure Monthly reconciling collection certificates by Cleaning Team
Leaders.
Target rate 90%
Annual customer satisfaction survey 90%
26
1.2 Health Safety and Environment
The responsibility for Health, Safety and Environment ultimately lies with the
Director of Campus Services.
Health and Safety
The University’s Head of Health Safety and Environment, with support from the
Health & Safety Adviser and Fire Safety Adviser is responsible for ensuring
appropriate policies, practices and procedures are in place to assist staff in
ensuring risks associated with the University’s activities are properly
controlled, minimised, or removed.
Details of specific policies can be found on our web pages at www.northumbria.ac.uk/sd/central/estates/
healthandsafety/?view=Standard or by contacting:
Environmental Sustainability
The Head of Health, Safety & Environment, with support from the
Environmental Adviser and Energy Officer, is responsible for managing,
administering and promoting all aspects of environmental sustainability,
including carbon management, water, waste and recycling, biodiversity and
sustainable travel.
The office can give practical advice on managing waste at School, Department/
Service level and will ensure the University fully complies with environmental
legislation.
Advice and information on recycling and sustainable commuting to and from the University can be found
on our web pages at http://www.northumbria.ac.uk/sdcentral/estates/waste/?view=Standard
Key contacts for the team are:
Head of Health Safety & Environment
Lesley Salkeld 0191 243 7318
Environmental Adviser Tim Hall 0191 243 7068
27
Head of Health, Safety
and Environment
Lesley Salkeld
Environment Advisor
Tim Hall
Energy Officer
Chris Stewart
Health & Safety Advisor
Fire Safety
Derek O’Donnel
Health & Safety Advisor
Susan Harrison
1.2.1 Health & Safety
Reporting to the Pro Vice-Chancellor (Region, Engagement and Partnerships)
and the University’s Health and Safety Management Group, the objectives of
the Health and Safety section are:
ACCIDENT REPORTING AND INVESTIGATION
Service Provided To meet the requirements for the reporting of injuries,
diseases and dangerous occurrences under Reporting of
Injuries, Diseases and Dangerous Occurrences Regulations
(RIDDOR) 1995.
To provide the Board of Governors and Health and Safety
Management Group and with information on individual
accidents or trends in order to identify areas or poor risk
control and initiate remedial action.
Level of Service Maintain a system for reporting and recording accidents,
dangerous occurrences and to ensure that statutory reports
are made, where necessary under RIDDOR, to the appropriate
enforcing authority.
Investigate significant accidents/dangerous occurrences
within 24 hours, informing managers where any remedial
action is required.
TRAINING
Service Provided To provide a range of training courses for staff at all levels
which will assist them in complying with the requirements of
Health and Safety Law.
Level of Service Develop and update appropriate short courses to meet the
training needs arising from health and safety monitoring.
Advise local managers on Health and Safety training needs of
their staff and deliver Health and Safety training to meet the
identified needs.
Source and ensure competence of external training providers
when necessary.
Develop and update the mandatory on line Fire Safety
Programme for all staff and deliver the classroom based
sessions on an annual basis.
28
INSPECTIONS
Service Provided To monitor proactively, the health and safety risks arising
across the University, the precautions employed to protect
people against these risks and the effectiveness of safety
management in relation to its duties under health and safety
law.
To inform local managers of health and safety risks in their
areas of responsibility and advise them on the precautions
they should have in place and secure improvements in their
safety management performance.
To keep the University’s Health and Safety Management
Group informed on its position in relation to its Safety
Management Plan and advise the Group accordingly.
Level of Service Ensure arrangements are in place for a Health & Safety Audit
of Schools and Services in accordance with the following
programme:
- Each high risk School or Service every 2 years
- Each medium risk School or Service every 3 years
- Each low risk School or Service every 4 years
Produce a written report on the findings of the audit and
agree with local management a plan to implement any
remedial action.
Monitor progress against the action plan and provide the
Health and Safety Management Group with regular progress
reports.
PROVISION OF ADVICE
Service Provided The Health Safety & Environment Office is the first point of
contact for Schools, Service Departments and External
Enforcement Agencies for advice and assistance with health
and safety, fire safety and environmental matters. The Head of
Health, Safety & Environment ill prioritise requests according to
risk.
Level of Service To respond to call outs presenting serious and imminent danger
to staff, students or visitors within 24 hours – advice will be
given by telephone immediately.
To fully investigate safety critical failings and report formally to
the School or Service Department involved within 5 working
days.
Service Provided To develop and monitor the effectiveness of the University Fire
Policy and to organise and analyse results from Fire Drills each
semester.
Level of Service Report progress to the Health & Safety Management Group
twice a year.
Service Provided Carry out or review Fire Risk Assessments for every University
owned or managed premise and ensure control measures are
implemented.
Level of Service Carried out annually
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1.2.2 Environmental Sustainability
The Environmental Sustainability service area is responsible for advising on
and promoting all aspects of University environmental sustainability to ensure
the University complies with legislation and minimises its impact on the
environment.
The University is committed to progressing sustainability across all areas, in
particular, carbon reduction; energy management; recycling; green travel and
environmental sustainability knowledge transfer. Reporting via the
Sustainability Management Group the objectives of the Environmental Adviser
is to ensure the following items are managed effectively.
WASTE MANAGEMENT AND RECYCLING
WASTE COLLECTIONS
Service Provided Removal of compound waste bins for general waste including
waste for recycling.
Level of Service Bins are emptied by the appointed contractor between the
hours of 0630 and 0900 Monday to Saturday.
HAZARDOUS WASTE
Service Provided To coordinate the safe removal of identified hazardous waste.
Requests should be made through Campus Services Helpdesk
on ext 4070.
Level of Service Collections are made within 25 working days of the request
subject to the level of the hazard.
RECYCLING
Service Provided To provide general internal recycling bins for all staff. Requests
should be made through Campus Services Helpdesk on ext 4070.
Level of Service Requests for internal recycling bins will be met within 10
working days.
SKIPS
Service Provided To approve and provide skips when requested (subject to
approval of the location and contents) Requests should be
made by calling Campus Services Helpdesk on ext 4070.
Level of Service Skips delivered to location (subject to approval) within 48 hours
of request. Collection made and paperwork checked within 48
hours of request.
30
FURNITURE
Service Provided Requests can be made to obtain replacement furniture from the
recycling store, by contacting the Environmental Adviser.
Level of Service Confirmation of a furniture request will be met within 3 working
days and be delivered within 10 working days of confirmation.
TRAVEL PLANNING AND SUPPORT
Service Provided To manage all requirements of the Corporate Public Transport
Scheme.
Level of Service Annual public transport pass issued within 2 days of the start
date of the pass.
Lost/theft replacement pass processed within 7 working days of
report – subject to the Operating Company’s own procedures.
Complaints re public transport reported in writing to operator
within 5 working days of complaint.
BICYCLE ORDERS
Service Provided To manage all requirements of the Cycle to Work Scheme.
Level of Service Orders processed and voucher issued within 21 days of all
paperwork being completed by staff member.
CAR SHARING
Service Provided To provide a dedicated car parking space for two current car
parking permit holders reducing down to one car sharing parking
permit.
Level of Service Arrange a pre-meeting of prospective sharers within a week of
request.
Arrange a dedicated car parking space within 48 hours of a
successful car share agreement and permit exchange.
Offer a taxi journey home if car sharer can not get a lift home
due to unforeseen circumstances.
CAR CLUB
Service Provided To provide information and access to Schools and Services to
join Common Wheels car club.
Level of Service Deal with any issues or complaints resulting in use of the car
club and respond in writing within 72 hours.
31
CARBON MANAGEMENT
CLIMATE CHANGE
Service Provided Website sections updated monthly, an annual all staff leaflet
and/or PDF on climate change and University carbon emissions
will be issued, general ongoing promotion of carbon
management undertaken throughout the year.
Overseeing and monitoring the targeted reductions in phases 1
and 2 of the Carbon Management Plan 2010-2020.
Working with external organisations to ensure the latest best
practice toward carbon management is understood and
undertaken
GENERAL
Service Provided Requests for staff, student or external customers sustainability
presentations will be confirmed within 72 hours.
Note
SUPPORT
Service Provided Support local Sustainability Management Groups offering advice
and management data on carbon emissions, recycling and
sustainable travel.
Note
BIODIVERSITY
Service Provided Prepare and/or review annually, Biodiversity Action Plan to
meet the requirements of the University’s Biodiversity Policy.
Note
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1.3 Security
The overall responsibility for Security of the Estate lies with the Director of
Campus Services. The Head of Security reports directly to the Assistant
Director (Operations)
The Security Service is committed to provide assistance and to offer support to
students, staff and visitors to the University. The University of Northumbria
Security Service, part of Campus Services, aims to work with students, staff
and visitors to provide a safe and secure residential and working environment.
The Security Service will manage University Car parking.
The Security Team provide cover for the entire University campus including the
residential blocks. Supported by a team of Full Time staff, they provide 24
hour cover 365 days a year and have a dedicated team to support the Closed
Circuit TV (CCTV) surveillance. There is an Operational Support Team who carry
out covert and overt targeted response to crimes and incidents. The Ops team
also offer specialist support to high profile major events including annual
congregations and VIP Visits.
Emergency Security Number 0191 227 3200
Key contacts for the teams are:
Head of Security John Anderson 0191 227 4670
Campus Security Manager CCW Dave Furness 0191 243 7182
Campus Security Manager CCE Rob Cutting 019 2434939
Campus Security Manager CLC Peter Cowling 019 227 3998
33
Head of Security
John Anderson
Campus Security
Manager CLC
Dave Furness
Campus Security
Manager CLC
Rob Cutting
Campus Security
Manager CLC
Peter Cowling
Customer Responsibilities
To secure all personal and University property in your charge or possession.
To make a note of our numbers in case of emergency.
Carry out lone worker Risk Assessment and implement appropriate action
plans.
Carry out Risk Assessment and implement action plans for out of hours
access for staff and PGR Students.
Help us maintain a safe and secure environment by reporting all suspicious
persons.
Safeguard your personal and the University’s property by keeping unoccupied
rooms locked.
Display University parking permits whilst on University property.
Park your vehicle in authorised areas only.
Secure and not allow anyone else to use your University Smart Card.
Service Provision and Standards
SECURITY COVER
Service Provided A full security service 24 hours per day at City Campus West,
City Campus East and Coach Lane Campus.
One dedicated Security Officer 24/7 supported by a Campus
Security Manager Monday – Friday 0700 – 1800.
One Control Room Officer 24/7.
On call Security Manager 24/7 for Major Incident and Crisis
Action Team support.
Minimum 9 staff on duty for FRT and incident response
during core times 0800 – 1800 Mon – Fri.
Minimum 6 staff on duty for out of hours FRT and incident
response .
KPI Staffing rota available for monthly to confirm staffing levels
Target 100 %.
Additional
Information
Staffing levels may vary during University closure and vacation
periods.
34
LIAISON WITH EMERGENCY SERVICES
Service Provided Single Point of Contact (SPoc) for Police and specialist Police
Teams.
Daily liaison with neighbourhood Policing team.
Promote partnership working including Information Sharing
Agreements.
Liaison at senior level with Safe Newcastle.
Maintain networks and working relationships with Newcastle
City Council Resilience Panning officers.
Co-ordinate response of Fire and Ambulance service.
Additional
Information
OUT OF HOURS SUPPORT
Service Provided Provide 24/7 out of hour support and access to academic
buildings for all University Staff and Post Graduate Research
Students.
Provide a Safe and Secure Environment.
KPI Customer Satisfaction Survey
Target 95%
Additional
Information
Some buildings may be locked and inaccessible for security or
maintenance issues.
CAR PARK MANAGEMENT
Service Provided Control and Administer Parking provision for Staff and
Students.
Car parking enforcement - twice daily patrols.
Provide only sufficient parking which compliments the
University travel and environmental strategy.
KPI Customer Satisfaction Survey
Target 90 %
Additional
Information
Customers to Display Parking Permit
VISITOR ACCESS
Service Provided Core University opening times.
Additional
Information
Customer to Advise Security of Visitor information 24 hours
prior to arrival.
35
CAMPUS PATROLS
Service Provided 24/7 Hi Visual foot and mobile patrols of all campus areas.
Internal patrols of all buildings to be carried out twice per day.
Carry out 3 visits to University Owned or Managed.
KPI KPI’s recorded on Security Database. Measured by Annual
Statistical report submitted to Senior management.
Target 95 %
Additional
Information
Annual Statistical report submitted to Senior management.
FIRE ALARM ACTIVATIONS
Service Provided 24/7 fire alarm monitoring of all Academic and owned or
Managed Halls of Residence.
Provide sufficient staffing to support and coordinate trained
Fire Response Teams.
Provided Statistical Data for Health and Safety.
KPI Target 100 % Measurable via Security Stats
Additional
SECURITY ALARM ACTIVIATIONS
Service Provided Respond to all Intruder Alarm Activations and deploy Facilities
Support Staff and or Security Staff as appropriate within 5
minutes of activation.
Respond and be on site to all Panic alarm activation within 4
minutes of receipt of call and coordination of emergency
services ads and when required.
KPI Target 100 %
Additional All Security tasks recorded on Support Works
FIRST AID
Service Provided Coordinate and deploy University HSE trained First Aiders.
Provide 24/7 Security HSE qualified First Aiders.
Ensure completion of Accident Forms.
KPI Target 100 %
Additional
Information
Customer service feedback required.
All first aid incidents to be reported to Security Control.
36
LOST PROPERTY
Service Provided Secure record and log all found property on security database.
Maintain a record for audit purposes.
Property retained for one full calendar month. If not
recovered taken to local charity shop. Every item of property
will be signed for and stamped by receiver for audit purposes.
Items of high value taken to Police station, receipt retained
for audit purposes.
Additional
Information
Property not claimed after 32 days will be taken to a local
charity shop. Receipt for property retained for audit purposes.
CRIME REPORTING
Service Provided Safe and Secure Environment
Record all reported crimes on database.
Investigate and follow up all reported crimes and make
suitable crime prevention recommendations and advice.
Committed to reducing reported crimes figures year on year.
KPI Customer Service Feedback Target 95%
Additional
Information
Accurate recording of annual stats.
Compare Regional crime statistics for victim of crimes states per
head against victim per head on Campus.
ADDITIONAL MEETINGS
Service Provided Representation at Multi Agency Meetings in Regards to Student
Safety and Student Anti Social Attend Safe Neighbourhood
Action and Problem Solving groups (SNAPS).
Additional
Information
37
OPENING BUILDINGS
Service Provided Building normal opening times during Semester
Library: As posted by Academics Services 24/7 access including
undergrads via smart card.
Pandon Open Access Area (OAA): 24/7 for all including
undergrads via smart card.
Drill Hall 24/7 to ground floor via smart card (Staff and
St George’s students only).
Clinical Skills CLC: During core opening times and Saturdays/
Sundays for undergrads via smart card.
All other Building opening times are:
Semester Time
0700 – 2130 Monday to Thursday
0900 – 2100 Saturday
1030 – 1700 Sunday
KPI Customer Satisfaction Survey Target 95%
Production of Statistics is from Support Works Target 100%
Additional
Information
Staff and authorised PGR students are permitted 24/7 access
including public holidays. provided risk assessment has been
carried out by School or Department
Statistics from Support Works
38
SERVICE DELIVERABLES
1.4 Business Support
The responsibility for the Business Support team lies with Karen Crozier, Head
of Business Support, reporting to the Assistant Director (Operations). The area
is responsible for:
Mail and Transport Services
Helpdesk
Reception and Switchboard
Financial Administration
Administration to support Off Site Archiving, Car parking Administration
Key contacts for the teams are:
Head of Business Support Karen Crozier 0191 227 3397
Mail and Transport Team Leader Les Turner 0191 227 4365
Reception Team Leader
Carol McElwee 0191 227 3871
Switchboard/Helpdesk Team Leader Sandra Storey 0191 227 4801
Senior Administrator (Resources)
Lisa Blackie 0191 227 3997
Administrator Heather Bradner 0191 227 3396
Systems and IT Specialist Oliver Davy 0191 227 7896
39
Mail and
Transport Team
Leader
Les Turner
Reception Team
Leader
Carol McElwee
Switchboard /
Helpdesk Team
Leader
Sandra Storey
Senior
Administrator
(Resources)
Lisa Blackie
Administrator
Heather Bradner
Systems and IT
Specialist
Oliver Davy
Head of
Business
Support
Karen Crozier
1.4.1 Mail Room
The University Mail Service is responsible for all University mailing activities
which includes sorting and delivering mail, collecting mail for external despatch
or internal redistribution.
Key contacts for the teams are:
Mail Room Supervisor Stephen White 0191 227 3861
For proof of delivery 0191 227 3862
SORTING OF INCOMING AND INTERNAL MAIL
Service Provided City Campus
Deliveries of incoming mail will be sorted for delivery by 10:30.
Internal mail will be sorted and ready for delivery the same day
it arrives in the mail room.
Coach Lane
Deliveries of incoming mail will be sorted for delivery by 09:30.
Internal mail will be sorted and ready for delivery up to 14:00 on
the same day it in the mail room.
Note
DELIVERY OF INCOMING AND INTERNAL MAIL
Service Provided All mail will be delivered across the University as highlighted in
the delivery and collection schedule below.
Note
40
DESPATCH OF MAIL
Service Provided We aim to despatch the same day, all mail which is collected in
the timed rounds.
All letters are sent by 2nd class post unless authorised.
Note Mail collected on the final round is not guaranteed if received in
the following quantities:
More than 500 Letters
More than 10 Parcels
More than 5 Airmail Express
More than 10 Recorded Mail
CLEAN MAIL
Service Provided Royal Mail offer services which allow the University to gain dis-
counts on the mail we send out. The discount is only available
on the normal size letters (C5 and DL). The benefits of clean
mail are that the mail is processed quicker and that it is machine
sorted and has less manual handling.
Note Clean mail is processed first resulting in speedier delivery
Mail is quicker and easier to process
The University receives a discount starting at 12%
Use a normal size envelope where possible
Ensure the address is at the left centre of the envelope
Use fonts Arial 10-12, Courier 10-15 or Courier New 10-15
PRIVATE POST
Service Provided The mail room also offer a service to staff and students for
sending private post at cost price.
Note
MONITORING
Service Provided Service standards are monitored through test mail and customer
feedback. Operations will be reviewed and improvements in
service implemented within the constraints of the budget.
Note
41
Help us Reduce Costs
Mail is priced according to the size of the envelope, pricing in proportion. Using
the correct size envelope can greatly reduce the cost of University mail. You
can send up to 5 sheets of A4 paper folded in an A5 envelope for half the cost
of using A4.
Customer Responsibilities
To notify us of any heavy, large or awkward items you need collected.
Not to overfill mail sacks or boxes of mail.
Keep areas where staff are required to carry items clear of any obstacles.
That you notify us of any large mailing requirements.
That you notify us of any change to your name, location of work.
That you address mail correctly and as fully as possible.
Not to send hazardous goods through the mail.
NON DELIVERABLE MAIL
Service Provided In the event of staff not being able to deliver mail, we will
deliver again prior to the next programmed delivery, or inform
you that we have left your mail for collection nearby.
Note
TRACEABLE MAIL
Service Provided Where there is a possibility of tracing your item, we will do so to
allow tracking of the place, time and name of recipient and email
you back with the information. We do this for all next day
delivery services.
Note
MANAGEMENT INFORMATION
Service Provided Information can be provided on the quantities of mail
despatched for each school and service, contact Stephen White
if you require any detailed information.
Note
HEALTH AND SAFETY
Service Provided Duties will be carried out in a safe and responsible manner. All
fire doors will be kept closed and clear of any mail, vehicles or
equipment. Vehicles will be driven safely across campuses. Mail
sacks will not be supplied over filled.
Note
42
Delivery/Collection Schedule
Times are approximate as a guide - allow up to a 10 minute variation, any
amendments will be notified in advance.
Building am pm
Burt Hall 11:30 14:50
Claude Gibb 14:40 15:40
City Campus East 10:40 - 11:25 14:25 - 15:00
Drill Hall 11:35 14:55
Ellison Building
(VCO and Secretary’s Office)
10:25 - 10:50
10:45
13:55 - 14:15
14:00 - 15:30
Ellison Place 21/22 10:25 - 12:30 13:55 - 15:27
Ellison Terrace 09:30 13:00 - 15:25
Glenamara House 15:15
Library & Learning Resources 09:45 13:20
Gallery 09:55 13:35
Lipman Building 09:30 13:00 - 15:20
Marleen Court 15:00
Newcastle University 14:50
North Street 4&6 11:25 14:50
Northumberland Building 11:05 14:30
Pandon Building 08:00/10:40 15:10
Squires Building 09:40 13:10
Sports Central 10:20 13:40
Stephenson Hall 15:05
Student Union 10:35 13:30
Sutherland Building
Trinity 09:40 13:45 - 15:10
Wynne Jones 10:25 14:00 - 15:25
Coach Lane Campus East 10:15 – 10:30 14:00 - 14.15
Coach Lane Campus West 09:30 – 10:15 13:15 - 14:00
The CLC mail room is manned between the hours of: 10:30 - 11:15 and
14:30 - 14:45
Coach Lane Campus Final Sweep 15:00 - 15:30
The postman will leave from Coach Lane Campus West Mailroom at 15:30 and
mail can be left there up until that time.
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FINAL CITY COLLECTION
Arts & Social 15:20
NBS 15:25
School of Law 15:30
VCO 15:40
Human Resources/ACC Reception 15:25
Finance/Registrars Reception 15:25
International 15:30
WJC 15:35
Mail can be accepted in the City Campus Mailroom in small quantities up
until 16:30
44
1.4.2 Transport
The University Transport service holds a Public Service Operator licence valid
for national journeys.
To book transport please contact ea [email protected] or
for more information please contact Les Turner (Mail and Transport Team
Leader) on 0191 227 4365.
FREE SHUTTLE BUS SERVICES
Service Provided A 37 seat University owned bus operates between Coach Lane
and City Campuses. This is a finite service, with standing room
the capacity of the bus is 62 persons.
Service Level The timetable is available on the web with printed versions
available from University Reception areas.
During peak traffic times the service may encounter delays
beyond our control.
Where possible during peak periods the shuttle will be
supported by the use of an additional University mini bus.
MINI BUS HIRE
Service Provided Minibuses and coach transport can be organised for groups, field
visits, conference excursions, sports travel etc in the UK, Europe
or Republic of Ireland.
Service Level Due to demand, we will sometimes have to use external
companies to provide the transport service this will be charged
to the customer.
PRESTIGE PERSONAL TRANSPORT
Service Provided We can provide chauffeured transport for conveyance of
distinguished visitors using a combination of hired vehicles and
uniformed University drivers.
Service Level Please make your request to the Mail and Transport Team
Leader.
VAN DELIVERY SERVICES
Service Provided Scheduled van services carry mail, library books and other goods
between the campuses on a daily basis (Monday to Friday).
Services can also be booked to deliver Specialist equipment,
Exhibitions and Artwork throughout the UK utilising goods
vehicles up to 7.5 tonne.
A dedicated Reprographics delivery service is operated
throughout the University Campus.
A van operates to serve Northumbria’s catering outlets and
Buffet deliveries.
45
1.4.3 Reception
There are 6 main University Receptions provided a key points throughout the
campus.
RECEPTION AREAS AND HOURS OF OPERATION
Service Provided Provision of receptionist support in designated University build-
ings:
Coach Lane
City Campus East
Ellison B Block
Ellison A Block (Switchboard)
Sutherland
Squires
Service Level Reception areas are staffed:
Monday - Thursday 08:30 - 17:00
Friday 08:30 - 16:30
Reception Services can be provided outside of these hours by
contacting the Team Leader Carol McElwee - this would be
charged to the customer.
CUSTOMER SERVICE
Service Provided The reception team provide first line contact with customers
arriving at the University.
Service Level To deal with all customers to resolve their query.
We need to know of any events your school/service may be
operating to allow us to deal with queries efficiently.
JOB LOGGING
Service Provided The reception team will take any calls or reports made directly
to a reception desk for maintenance or caretaking requests.
Service Level All routine jobs will be processed the same day with the job
numbers being advised to the customer.
We would ask that any emergency or urgent work requests are
made by telephone, to prevent any delay. Out of hours you will
be directed to Security in the event of an emergency,
alternatively please email [email protected] and
your request will be dealt with the following morning.
46
PARCELS
Service Provided Reception staff will take delivery of parcels and arrange for
delivery to the relevant desk top.
Service Level Reception staff will not accept parcels if staff cannot be traced
via the online directory.
We would ask that you ensure your on line records are as up to
date as possible.
AD HOC WORK REQUESTS
Service Provided During quiet periods (vacations etc) the reception staff are
happy to help schools and services with general administrative
work such as mail shots or scroll rolling for graduation.
Service Level Please contact the team leader directly - this service cannot
always be guaranteed.
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1.4.4 Switchboard/Helpdesk
The switchboard service provides front line support to all external calls being
directed to the number. It also provides an internal support requirement to
redirect callers and connect for internationals calls. The switchboard handle
400 calls per day on average.
External Number 0191 232 6002
Internal Number 0
SWITCHBOARD OPERATION
Service Provided Provision of switchboard services for external and internal calls
to the University.
Service Level The switchboard is a 24 hour operation:
Monday to Thursday 07:30 - 17:30
Friday 07:30 - 16:30
The switchboard is staffed by Campus Services
Out of hours the switchboard is staffed by the IT Services
helpdesk
CALL ANSWERING
Service Provided External calls are flagged on the system to take priority over
any internal calls.
Service Level Calls will be answered within 7 seconds and completed within
25 seconds.
To allow us to deal with calls effectively, we require the online
telephone directory to be accurately maintained by schools and
services.
CALL REDIRECTING
Service Provided Handling internal calls being presented to the switchboard for
redirection.
Service Level Calls will be answered within 10 seconds and completed
successfully within 25 seconds.
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CONNECTING TO INTERNATIONAL NUMBERS
Service Provided The switchboard can contacted to make connections for internal
calls by dialling 0.
Service Level Calls will be connected promptly.
Colleagues should have full dialling and contact information
available when making the call.
49
2. Customer Service Information
Feedback Procedure
Campus Services recognises the importance of its customers' needs and aims to
provide a high level of customer care at all times.
We undertake to:
Meet the needs of all our service users
Value all comments and suggestions for improving our services
Always treat customers comments in confidence
Respond to comments promptly and fairly
We are continually looking for ways to improve our services and welcome any recommendations or commendations you wish to make.
We also recognise that sometimes things go wrong. You may not be happy with how a service has been delivered, in which case we need to hear from you.
To guide you through this process our complaints procedure is set out below:
Stage 1
Please speak (or write) to either the member of staff who delivered the service
or his/her line manager. You should, ideally, do this within 28 days of the event
that caused your dissatisfaction. They will seek to reach an amicable resolution
with you in a spirit of co-operation and collaboration. This will normally be
within five working days, or otherwise a timescale that is acceptable to you.
Stage 2
If such a resolution is not possible and you feel the complaint has not been
resolved to your satisfaction then please write to the relevant Head of Service
with full details of your complaint.
The relevant Head of Service will endeavour to acknowledge your complaint
within 3 working days. A senior member of staff will then investigate your
complaint, with further reference to you, and prepare a written report within
28 days.
The senior member of staff will consider the report and write to inform you of
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their conclusions and any proposed course of action. Of course, if you believe
that your complaint has not been dealt with in a satisfactory manner then you
have the right to put your concerns directly to the Assistant Director of Campus
Services (Operations) [email protected].
Customer Care Statement
This Customer Care Statement is the minimum standard across Campus Services
(Operations) team.
We intend:
To be fair, responsive and courteous in the delivery of quality services.
To be professional and have well informed employees who take pride in what
they do.
To be positive and provide services which meet our customers'
requirements.
To specify, within resources, what we will provide and to inform our customers
what they can expect to receive.
To get things right first time.
To enable customers to tell us when we fail.
To respond effectively to customers' complaints and use customer feedback to
secure continuous improvement.
Our staff will display or carry some form of identification appropriate for their role
and workplace, for example:
Name badge
University logo, Campus Services or service area badge on work
clothing
Contractors working on University premises on our behalf will wear and show
identity badges and work to the same standards as our own staff.
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Customer Contact – in writing
We will try to acknowledge within 2 working days requests for information/
action/advice, whether by letter, fax or email, and will include a provisional
response. Emails to individual employees may take longer if they are out of the
office.
We expect to give a more detailed response within 10 working days. Complex
matters may take longer to resolve but an estimate will be given and
communication will be maintained.
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3 Specific School/Service Department
Requirements
Note
This area will be populated in conjunction with the Specific School or Service
Department and will not be distributed outside of the specific School/Service
Department.
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Notes