Responding to customer queries

We have set standards for responding to customer queries, which apply to all staff across Estates Services. These are the minimum standards you can expect when contacting any of our teams:

  • We will answer all calls to our helpdesks within 10 seconds.
  • We aim to answer all telephone enquiries straight away. When this is not possible due to staff absence, voicemail will be enabled and we will respond to your message within two working days of the staff member returning.
  • We will respond to all letters and faxes requiring a response within five working days of receipt. If this is not possible we will keep you updated regarding the progress of your enquiry.
  • We will respond to all emails requiring a response within seven working days of receipt. If we are not able to provide a full response within this timescale, we will acknowledge receipt of your email and advise you when a response can be expected.
  • We will enable out-of-office automatic responses whenever staff members are absent, detailing when they are expected to return and who to contact in the meantime.
  • All emails sent from Estates Services will contain an email signature with full contact details.
  • We will ensure you are greeted by an appropriate member of staff within ten minutes of your scheduled meeting time. We ask that when visiting our offices at a pre-arranged time you let us know if you are running late.

Service delivery and quality

Individual teams within Estates Services are working on service delivery and quality standards.  These will be published as soon as they have been finalised.

Facilities Management Delivery and Quality Standards - August 2017 (403kb)
Environmental Sustainability Delivery and Quality Standards (282kb)  
Capital Projects Customer Service Performance Dashboard (33kb)
Business Administration Performance 2017 (237kb)
Finance Customer Service Report 2017 (300kb)
Security Services Performance Report 2017 (1,322kb)
Repairs and Maintenance Performance Report 2017-18 (529kb)
Residential Accommodation Performance Report 2017-18 (396kb)
Graduate Accommodation Performance Report 2017-18 (2,732kb)
Asset and Space Management Performance Report 2017-18 (321kb)
University Parks Performance Report 2017-18 (414kb)
Wytham Woods Performance Report 2017-18 (362kb)

Data Privacy and Confidentiality

We respect that where information is provided to us we have a responsibility to ensure confidentiality and all staff have completed information security training. The University policy on information security can be found here.

We are required to process the personal data of staff and students in order to carry out our work for the University, including things like engagement, maintenance, projects and accommodation services. With the introduction of the General Data Protection Regulation (GDPR) the University has updated the privacy policies for staff and students. We would like to draw your attention to these policies, which can be found here.

As well as our assurances that data and information will be protected at all times, we also guarantee your privacy in face to face meetings. We have a number of private meeting rooms available across our office locations to ensure privacy when you meet with us.

Fair treatment

We are committed to treating customers fairly at all times and we work within all University policies relating to equality, diversity and equal opportunities. Further information about University policies can be found here.