Maintenance + Cleaning on Campus

Maintenance Response + Completion Standards

Maintenance response times are guided by a complex evaluation system that prioritizes emergency and high-risk issues in order to keep our campuses safe, accessible, and welcoming for the entire community.

We appreciate your trust in our maintenance services and wish to provide you context about the challenges with managing our ongoing maintenance backlog.

Under the constraints of our APPA level 5: Crisis Response (Appendix C of the Facility Maintenance Plan) funding, our teams continue to optimize our service delivery to minimize the impact to our faculty, staff and students.

Last modified October 2023

Priority 1 Response Standards

Priority 2 Response Standards

Priority 3 Response Standards

Priority 4 Response Standards

Priority 5 Response Standards

If you submitted a maintenance request, you can check the status of your request using the Process tab (top left).

U of A response times are measured from when a maintenance fault is reported to when a worker attends the site to inspect, make initial repairs, isolate services, and minimize hazards as required.

Note: Edmonton Residences (Campus Services) and Enterprise Square Campus use separate maintenance systems. For more information, visit Maintenance Requests for Residence and clikfix for Enterprise Square.

Performance highlights over the last three months

View highlights and details on maintenance backlog and completion for the last quarter. Note, target completion is linked to current level of funding.

The trades team remains committed to maintaining this progress and further optimizing workflows to drive continuous improvement.

Performance over the last fiscal quarter

The completion information shown below includes all work orders that our team received and was or was not able to complete in this time period, with the resources available.

View the backlog of work orders and Q2 (FY25) breakdown by priority

View information on the previous quarters:
Q1(FY25), Q3(FY24), Q2(FY24), Q1(FY24), Q4(FY23), Q3(FY23), Q2(FY23) and Q1(FY23).

Priority 1

Response standards for priority 1 (target 85%)
Within two hours of notification

Burst water pipes
Major energy outages (e.g. reset the circuit breaker, loss of power)
Issues with essential air-conditioning (e.g. animal houses, main computer room)
Issues with essential ventilation
Failure of low-temperature freezers/fridges
Gas leaks
Passengers trapped in lifts
Fires
Broken glass (constituting a safety issue)
Blocked sewerage
Building heating systems (winter)
Toilets (where there are accessibility constraints or a limited number of facilities in a building)
Soil lines
Electrical faults (identified as potentially dangerous)
Cold room failures
Life safety systems that are in trouble mode
Accessibility points/entrances/exits
FMNet failure, scheduled event access failure, or critical door left in an unsecure state due to system failure

Completion standards for priority 1 (target 75%)
Upon responding to initial call, completion within five (5) working days given availability of parts, otherwise within five (5) working days of availability of parts.

Priority 2

Response standards for priority 2 (target 75%)
Within one working day of notification

Blocked stormwater drains
Broken doors (external)
Major roof leaks
Broken glass (internal/external)
Broken locks (external), broken door handles, or jammed doors
Air-conditioning failures (in buildings with inoperable windows or lecture theatres)
Fume hood failures
Water leaks
Reverse osmosis equipment/de-ionisers
Flooring issues that cause tripping hazards
Malfunctioning whiteboards/blackboards
Running taps (hot water)
No water
Non operating fixtures in areas which present a safety concern (e.g. stairwells, emergency lighting, exit lighting)
Elevator intercom failure
Card access issues
Intrusion system issues
Emergency notification issues
Video surveillance issues

Completion standards for priority 2 (target 75%)
Upon responding to initial call, completion within five (5) working days given availability of parts, otherwise within five (5) working days of availability of parts.

Priority 3

Response standard for priority 3 (target 65%)
Within three working days of notification

Flickering fluorescent lamps (open areas)
Minor roof leaks
External lighting (external)
Faulty toilet cisterns toilets running constantly, or broken toilet seats
Signage requests through the repair shop
Non-essential air conditioning
Card access and intrusion user processing

Completion standards for priority 3 (target 50%)
Upon responding to initial call, completion within ten (10) working days given availability of parts, otherwise within ten (10) working days of availability of parts.

Priority 4

Response standards for priority 4 (target 65%)
Within two weeks of notification

Dripping taps
Failed lamps
Flooring issues that do not present a safety concern
Pipework insulation
Broken door closer
Electrical faults (non-dangerous)
Redundant lighting outages (e.g. areas where one fixture outage does not impact workable lighting)
Rusted box gutters
Leaking (external downpipes)
Building security system estimates

Completion standards for priority 4 (target 50%)
Upon responding to initial call, completion within ten (10) working days given availability of parts, otherwise within ten (10) working days of availability of parts.

Priority 5

Priority 5 requests are scheduled after assessment.

Resurfacing benchtops
Repairs to caulking
Internal painting
External painting
Non-safety related road resurfacing
Non-safety related curb and channeling repairs
Painting repairs
BSS battery replacements
Internal painting (essential)
External painting (essential)
Domestic hot water systems
Building heating systems (summer)

Completion for priority 5
Completion time varies based on when work is scheduled.

Events