Priority Levels & Response Times
We efficiently manage a high volume of requests by prioritizing each based on urgency.
Level 1 | Emergency
An immediate health, safety, or security problem or ongoing property damage.
Response time: Same day
Level 2 | Urgent
This is a serious or widespread issue that could escalate without prompt action.
Response time: Same day
Level 3 | Prompt Attention
This is important but not urgent; it requires attention within a reasonable timeframe.
Response time: Within a few days
Level 4 | Routine
Regular maintenance or non-urgent requests.
Response time: Within a week
Response Times for Routine Services
Routine requests are given to our shops at the start of the next work day. These become part of the workload each section is assigned. Our section supervisors prioritize work daily so that residents receive the best, most timely services as resources permit. At the start of each semester, repairs frequently take longer when more residents choose to report problems. Toward the end of each semester most routine problems receive a response within 3 to 15 days.
Here's an idea of frequent response times during most of the year, after the rush of check-in has passed, including services provided by staff outside Residential Facilities.
A matter of a few days up to a week
- clogged sink/toilet
- pipe dripping water
- windows stuck/jammed
- lock core changes
- low heat
- clogged shower/tub
- mailbox repairs
- garbage disposal
- insects in rooms
A week to several weeks or longer
- missing insect screens
- replace broken mirror
- loose toilet partition
- site lighting
- toilet paper holders
- closet problems
Delayed until semester breaks, summer, longer
- room or area painting
- sidewalk repairs
- carpet replacement
- exterior painting
You've Called. What's Next?
We complete 95% of the requests (and over 35,000 work orders a year) we receive and refer the rest to other staff outside Residential Facilities. You'll find a copy of our work order in your room, indicating whether the repair was completed or referred for further follow-up.
If we can't find or reproduce the problem as described, we'll return your request to our Service Center staff, who will then contact you. If you still want us to check it out, just let us know.
- We couldn't find or reproduce the problem.
- No work will be performed at this time.
- We do not provide the service you requested.
- Services We Don't Provide:
- Certain services, like supplying orthopedic backboards prescribed by physicians, aren't provided (though we can offer a piece of plywood for under your mattress). We also don't repair personal property.
Sometimes we run out of spare parts or experience shipment delays. Generally, we keep spares on hand to avoid such issues. Work may also need to be coordinated between crews or scheduled later to minimize disruptions. When delays affect common areas, we'll use an F.Y.I. card to keep residents informed.
Some repairs are deferred for better timing (e.g., replacing carpeting during summer when the building is empty) or due to resident preference (e.g., not painting while the room is occupied). Minor furniture damage may wait until we can schedule a large-scale refinishing or replacement. Persistent issues, like repeated damage to ceiling tiles, may be deferred indefinitely.