Frequently Asked Questions
Find answers to common questions about our services.
Maintenance & Repair
Overview: Report faults early—small issues become expensive quickly. Repairs are prioritised by risk to safety and habitability.
Priority categories & target response times (guideline):
- Emergency (e.g., gas smell, major leak, electrical hazard): attend within 2–4 hours.
- Urgent (e.g., no heating in winter, broken exterior door): within 24–48 hours.
- Routine (e.g., dripping tap, squeaky hinge): within 3–5 working days.
How to report: Use the SEID Portal → ‘Maintenance Request’. Add photos/video, exact location (building, floor, room), and your availability.
Access & permissions: For emergencies, staff may enter without you present. For routine repairs, you’ll receive notice. Keep valuables secure.
Resident responsibilities:
- Keep areas clean and free of obstructions for safe access.
- Replace consumables where specified (e.g., bulbs in private lets).
- Do not attempt DIY electrical/plumbing work—this can void coverage.
If a repair isn’t completed: Reply to the ticket referencing the job number; unresolved emergencies should be escalated by phone to Security/Accommodation.
FAQs:
- Q: Can I book a specific time? → Technicians work in windows; note preferred times and we’ll try to accommodate.
- Q: Will I be charged? → Fair wear‑and‑tear is not charged. Damage/negligence may be billed.
Maintenance & Repair
Overview: Report faults early—small issues become expensive quickly. Repairs are prioritised by risk to safety and habitability.
Priority categories & target response times (guideline):
- Emergency (e.g., gas smell, major leak, electrical hazard): attend within 2–4 hours.
- Urgent (e.g., no heating in winter, broken exterior door): within 24–48 hours.
- Routine (e.g., dripping tap, squeaky hinge): within 3–5 working days.
How to report: Use the SEID Portal → ‘Maintenance Request’. Add photos/video, exact location (building, floor, room), and your availability.
Access & permissions: For emergencies, staff may enter without you present. For routine repairs, you’ll receive notice. Keep valuables secure.
Resident responsibilities:
- Keep areas clean and free of obstructions for safe access.
- Replace consumables where specified (e.g., bulbs in private lets).
- Do not attempt DIY electrical/plumbing work—this can void coverage.
If a repair isn’t completed: Reply to the ticket referencing the job number; unresolved emergencies should be escalated by phone to Security/Accommodation.
FAQs:
- Q: Can I book a specific time? → Technicians work in windows; note preferred times and we’ll try to accommodate.
- Q: Will I be charged? → Fair wear‑and‑tear is not charged. Damage/negligence may be billed.
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