1. business and industrial
2. hospitality industry

DIRECTORATE OF ESTATES AND FACILITIES MANAGEMENT
Service Level
Statement
Headington Hill site | Headington, Oxford, OX3 0BP
01865 484 848
www.brookes.ac.uk
Quality in everything we do
Contents
Foreword
4
1
Hospitality Division
6
1.1
1.2
1.3
1.4
1.5
Overview
Student Halls of Residence
Accommodation Office
Conference Services
Catering Services
8
9
14
18
23
2
Property Division
30
2.1
2.2
2.3
2.4
Overview
List of Services
Staff Structure
Priorities
32
33
35
36
3
Campus Division
38
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
3.11
Overview
Caretaking
Security
Waste Disposal and Recycling
Cleaning
Car Parking
Miscellaneous
Pooled Teaching Rooms
Postal Services
Brookes Bus
Audio Visual Services
40
41
44
46
48
50
52
54
55
56
58
4
Sports Division
60
4.1
4.2
4.3
Overview
Structure
List of Services
62
63
64
5
EFM Strategy
66
5.1
5.2
5.3
5.4
5.5
5.6
Overview
Financial Information
Administrative Activities
Space Planning
Estate Help Desk
Sustainability Team
68
69
70
71
72
73
6
Capital Projects
74
6.1
6.2
Overview
Aims
76
77
FOREWORD
EFM DIRECTOR
IAN KING
THE CENTRE FOR SPORTS
HOSPITALITY SERVICES
CAMPUS SERVICES
EFM STRATEGY
CAPITAL PROJECTS
PROPERTY SERVICES
KEITH KELLY
GILLIAN ALMOND
STEPHEN CLARK
PAUL CROSS
YANNIS ROUSSOS
STEVE SIMPKINS
ERNEST GRAINGER
Quality Officer
ROB LOVESEY
Campus Manager Gipsy Lane
JANNE DAWSON
Estates Information Officers
ANDREW MOORE
Capital Projects Manager
GEOFF BAILEY
Health & Safety Officer
MILES BEAUMONT
Finance & IT Administrator
NIGEL SATCHELL
Campus Manager Wheatley
GEOFF HANDLEY
Head of Business & Finance
LUIGI SCALERA
Capital Projects Manager
MALCOLM BENNETT
O & M Manager
PETE TOOMER
Student Accommodation Manager
SUE JOHNSON
Campus Manager Harcourt Hill
CLARE COLWELL
Help Desk Manager
PAUL AUSTIN
Capital Projects Manager
BRIAN WARREN
Projects Manager
JENNIFER BARNES
Senior Accommodation Manager
(Shared Housing)
HEATHER PUGHSLEY
Space Allocations
& Postal Services Manager
HARRIET WATERS
Sustainability Manager
DAVID GREEN
Clerk of Works
CHRIS WILCOX
Sports Amenities
& Facilities Manager
RICHARD COLE
Climbing & Outdoor
Pursuits Manager
IAN KING
DIRECTOR, ESTATES AND FACILITIES MANAGEMENT
We in Estates and Facilities Management provide the full range of support services
to the whole University. In one way or another our services are provided 24 hours a day,
7 days a week for the full 52 weeks of the year. As a consequence of this, EFM staff
have more day-to-day contact with other staff, students and visitors than most of the
University and as such we are very well placed to deliver a truly customer-centred
service, customers being staff, students and visitors alike.
In this Service Level Statement we aim to tell you what you can expect from us
and our teams. We are setting out the details of what we do and what we provide
to you, our customers. This statement will be updated every year so that you can
always be sure of our determination to focus on our goal of achieving quality in
everything we do.
STEVEN SMITH
Bar Operations Manager
MATT PHILLIPS
Asst Bar Manager
CAROLINE FRANCIS
Sports Finance Officer
CLIVE BOOTH HALL
GARY CARTER
Senior Hall Manager
DEBRA GURDEN
Sports Finance Clerk
SUE SOSVILLE
Hall Manager Cotuit Hall
SARAH QUERALT
Sports & TASS Administrator
RICHARD SUMMERS
Hall Manager Warneford Hall
CLIVE WILLIAMS
Sports Amenities Supervisor
JULIETTE ASHTON
Hall Manager Paul Kent Hall
STUART MCCARROLL
Duty Officer
CHRISSY KNIGHT
Hall Manager Crescent Hall
TOM GRENSHAW
Duty Officer
CALUM BEATT
Hall Manager Lady Spencer
Churchill Hall
LINDA PARKE
Senior Receptionist
JACKIE PAIGNTON
Senior Receptionist
ANN CHASE
Hall Manager Harcourt Hall
DAVID TANNER
UPP Business Manager Cheney
Student Village
PHILLIPA FLETCHER
Conference & Commercial
Services Manager
BEATRIZ PEREZ-LOPEZ
Senior Conference & Marketing
Co-ordinator
GIDEON SMITH
General Catering Manager
LINDA HARRIS
Catering Manager Harcourt
CATHERINE RILEY
Catering Manager Wheatley
JASON CARTER
Catering Manager Headington
MAIREAD O’NEILL
Hospitality Director/Chef
SUSAN OUSLEY
Food Production Manager
GARY WARWICK
Hospitality Services Manager
ANTHONY WRIGHT
Business Support Manager
JUSTIN CULE
Duty Catering Manager
4 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
5
1
HOSPITALITY
DIVISION
Directorate of Estates and Facilities Management | Service Level Statement |
7
1:1 Hospitality | Overview
1:1
Hospitality | Student Halls of Residence 1:2
OVERVIEW
Hospitality Services’ purpose is to provide professional and customer-focused
hospitality services to the University community and to promote integration with other
EFM support services to encourage a positive perception of the University by staff,
students and visitors.
Hospitality Services’ mission is to provide outstanding customer-focused hospitality
services. To achieve our mission we are committed to being sustainable, ethical,
legitimate, environmentally aware, commercially-focused and responsive to change.
The Hospitality Services Division provides a wide range of services in support of the
University’s overall objectives through the operation and management of services
in the following areas:
● Student Accommodation Services
● Catering Services
● Conference Services
1:2
STUDENT HALLS
OF RESIDENCE
Purpose
To provide cost effective, high standard residential accommodation to students
and vacation guests in University Managed Halls of Residence.
To include:
● A Student Welfare Support System (including a disciplinary procedure)
● Management and Administration (including a staff management, training
and development programme)
● A Planned Replacement/Renewal Programme for Furniture and Fittings
● Provision of a student laundry service
● A Minor Maintenance and Maintenance Request Service
● A Security Service (at present provided by a contractor)
It does this through:
Providing a safe, secure and appropriate learning environment for students in
Halls of Residence and Oxford Brookes University-managed accommodation
● Providing a service of high quality and value for money catering to the University
community, including cash sales, hospitality services, catered halls of residence
and conference events and functions
● Raising income through selling services and facilities to external clients and assisting
Schools and Directorates in organising events and conferences through offering
specialist knowledge and expertise
●
The Division manages 2656 rooms directly and a further 750 through its PFI partner,
a total of 3406 student bedrooms in Halls of Residence. In addition Accommodation
Services has nomination rights to 200 purpose built en-suite rooms for continuing
students with Dominion Housing on their Southfield Road development. The Division also
manages rooms through its full and part-managed property schemes. Accommodation
Services allocates rooms to over 4000 students each year and assists many others to
find non-University managed accommodation.
Through its Conference Services unit the Division is responsible for the booking and
administration of over 150,000 bed nights and 750 non-residential events annually.
to provide professional
and customerfocused hospitality
services to the
University community
The Division continues to work to improve the service in terms of efficiency,
effectiveness and quality and will always seek to:
● achieve, and where possible surpass, budget targets
● achieve excellent customer service and customer satisfaction
● improve levels of recycling and focus on environmental issues
● foster excellent communication both within the Division and between the Division,
service providers and customers
● value and invest in our workforce to ensure they have the skills and capabilities
to meet the high expectations of the University
● be aware of market and industry developments and to ensure services remain valid
8 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
9
1:2 Hospitality | Student Halls of Residence
Hospitality | Student Halls of Residence 1:2
Service Provision and Standards
STUDENT WELFARE SUPPORT SYSTEM
Service provision and standard
CLEANING SERVICE
A team of trained Hall Wardens is available to give a comprehensive and uniform
service across the Department.
Service provision and standard
Wardens are available for incident management, pastoral care for students, enforce
discipline and to be responsible for the good order of the Hall when on duty.
1
Students – a service to assist the students in maintaining an acceptable standard in
the flats. This will be documented in a service level statement available to all students.
The students rooms are spring cleaned when the students move out.
2
Vacation Guests. The service offered to vacation guests varies dependent on the tariff
paid. The Conference Offices are responsible for ensuring the Hall Managers know
the standard of service required.
1
On average the common areas of a flat will be cleaned 2 times a week.
Student study bedrooms are cleaned after the student has vacated the room.
2
Normally daily, the extent of the service provided is dependent on the tariff paid.
1
The students are responsible for cleaning their own study bedrooms and en-suite
showers and for ensuring they keep communal areas in an acceptable state.
2
Extra casual staff are employed during the vacation period to assist in the increased
levels of service offered. These casuals receive training on the standards required.
A telephone number will be provided in each Hall for those seeking assistance
from their Warden.
Frequency
Hall Wardens working to a rota are available during Semester time when the office
is not open.
Note
Hall Wardens provide a first response for incidents, they are not able to provide ongoing
care to residents with regard to illness or distress. They will provide advice as to where
professional advice can be sought.
Frequency
Note
MANAGEMENT AND ADMINISTRATION
Service provision and standard
Frequency
Note
1
Hall Managers and Hall Supervisors provide an administrative service enabling Halls
to run in a cost effective and methodical manner, ensuring the student records are
kept up to date and all legal procedures are adhered to.
Service provision and standard
During vacation periods bed linen (and towels if included in rate) will be provided
and laundered.
Office hours are 8.00am to 6.00pm Monday to Friday. Administration and
Management functions are carried out on a daily basis. Issues arising are
dealt with on a priority basis.
Frequency
Changed depending on rate paid and contract.
2
Liaison take place on an ongoing basis as required.
PORTERING SERVICE
1
At certain times the Hall Office may be covered by a Hall Assistant who may
not be able to answer a full range of queries.
Service provision and standard
2
Procedures dealing with student allocation are the responsibility of the
Student Accommodation Manager and are set by the University Policy.
2
The Managers are required to work in liaison with the Accommodation Office Staff.
1
PLANNED REFURBISHMENT AND RENEWALS PROGRAMMES
Service provision and standard
Frequency
Note
LAUNDRY SERVICE
Note
Frequency
A program of refurbishment will be developed in conjunction with Property Services
and budget restraints.
The long term plans are worked out and updated on an annual basis (March).
Replacement and Renewals are carried out as and when business allows, ensuring
as little disruption to the client base as possible.
Note
Each Hall is allocated to a budget to work to for furniture and renewals. The Budget
is closely monitored both by the Hall Managers and Finance and IT Administrator.
1
Collection of rubbish from student flats and removal to the bin areas.
2
Cleaning of some common areas i.e. staircases and entrance ways.
3
The removal and replacement of any large items e.g. fridge freezers, cookers, etc.
1
Normally 2 items per week.
2
As and when required by the Management Team.
3
As and when required by needs.
1
Students are responsible for recycling, facilities will be provided.
2
Trolleys and sack trucks are provided to assist the staff with these heavy items.
3
Items will be recycled as applicable, legislation will be complied with, e.g. WEEE.
ASSESSING FEEDBACK FROM CLIENTS
Service provision and standard
Feedback will be sought from all customer groups, through questionnaires,
feedback forms and surgeries.
Frequency
Throughout the year.
Note
10 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
11
1:2 Hospitality | Student Halls of Residence
Services Available for an additional charge
Hospitality | Student Halls of Residence 1:2
Services Not Provided
●
STUDENT LAUNDRY FACILITIES
Service Available
Self service facilities in the form of washing machines and tumble dryers available
for use by any resident.
Fee/Charge
Laundries normally open 7.00am to 11.00pm
(may vary depending site and operations restrictions).
Note
The machines for this service are provided by a contract company (Circuit Laundrette).
●
●
Customer Responsibilities
●
●
PRIVATE TELEPHONE POINTS
Service Available
●
A private telephone point is provided in some student study bedroom.
●
●
Fee/Charge
Note
The service is currently provided by Brookes IT. No line rental is charged,
a charge is made for calls made.
PRIVATE COMPUTER POINTS
Service Available
●
Contact Points
A private computer point is provided in each Student Study Bedroom, giving the user
access to the University network as well as to the internet.
Fee/Charge
Note
●
We do not provide the students with a cleaning service in their study bedrooms.
The rooms are spring cleaned before they move in and are spring cleaned when
they move out ready for the next occupant
We do not provide insurance cover for personal belongings of any resident
– they must take out their own insurance cover
Medical care for students with serious health concerns
To read information made available in welcome packs, hall booklets etc.
To abide by Hall regulations
To support health and safety regimes e.g. fire evacuation procedures
To make management aware of concerns so they can be addressed
To respect other Hall residents and staff
To follow reasonable instructions given by Hall staff in the interest of
good order of the Hall
To make Hall Management aware of any special needs or requirements and to
co-operate with any policies or procedures introduced to assist with needs
FOR HALLS OPERATIONAL ISSUES AND POLICIES
Gary Carter Senior Hall Manager
Clive Booth Hall
t (48) 5011
e [email protected]
FOR DAY TO DAY HALLS ISSUES/HALLS ENQUIRIES
Provided by the University’s Computer Services Department. Annual payment made
to this department before the service is set up.
Additional Services Provided
NURSERY CLEANING SERVICE
David Tanner Hall Manager
Cheney Student Village
t 76001
e [email protected]
Sue Sosville Hall Manager
Cotuit Hall
t 767134
e [email protected]
Chrissy Knight Hall Manager
Crescent Hall
t (48) 2852
e [email protected]
A member of staff is provided; the service is monitored by the Nursery Manager.
Ann Chase Hall Manager
Harcourt Hill Hall
t (48) 8285
e [email protected]
The cleaning service is normally provided from 5.30pm-7.00pm. Monday to Friday.
The Nursery is invoiced for this service.
Calum Beatt Hall Manager
Lady Spencer Churchill Hall
t (48) 5861
e [email protected]
Service Available
A cleaning service is provided by Clive Booth Hall Staff to the University’s nursery
which is on the Clive Booth Site.
Fee/Charge
Note
12 | Directorate of Estates and Facilities Management | Service Level Statement
Gary Carter Senior Hall Manager
Clive Booth Halls
t (48) 5011
e [email protected]
Juliette Ashton Hall Manager
Paul Kent Hall
t (48) 2998
e [email protected]
Richard Summers Hall Manager
Warneford Hall
t (48) 5301
e [email protected]
Directorate of Estates and Facilities Management | Service Level Statement |
13
1:3 Hospitality | Accommodation Office
1:3
Hospitality | Accommodation Office 1:3
ACCOMMODATION
OFFICE
Purpose
The Accommodation Services unit is responsible for housing students in support
of University Strategy and in accordance with University Policy.
To include:
● allocations of hall places according to University policy to minimize void levels
● offering advice and support to hall residents on matters relating to
their accommodation
● management and operation of the full and part managed housing scheme
including third party provided halls
● managing University lodgings list
● marketing of services through maintenance of its web pages, publications
and attendance at University Visit Days and other marketing events
● management and Administration (including a staff management, training
and development programme)
● liaising with Schools over accommodation needs to students
Service Provision and Standards
MANAGING HALLS’ APPLICATION PROCESS
Indicative Standard
All hall places have been taken. Students cease to make enquiries about
alternative accommodation.
Frequency
Throughout the summer and at the start of the academic year.
Note
Hall Accommodation is offered to students in accordance with University policy.
Support and guidance is offered to applicants who cannot be offered the
accommodation of their choice. Schools and recruits can assist by ensuring adherence
to procedures and accurate information on recruitment strategy. Assistance with
Schools with associated difficult situations can help ensure customer satisfaction.
ALLOCATION OF STUDENT BEDROOMS
Indicative Standard
All students new to the University to be housed in accordance with University policy,
subject to room availability.
Frequency
Predominately throughout the summer and at the start of each academic year.
Also at other entry points throughout the year as required.
Note
We seek to offer students new to the University a room of their choice wherever
possible. To help us to do this we require clear information on expected student
numbers and course dates from schools and international recruiters.
MANAGING HALL WAITING LISTS
Indicative Standard
Waiting list will be exhausted.
Frequency
Daily.
Note
Support is provided to students new to Brookes at the start of the academic year.
ASSIST IN COLLECTION OF OUTSTANDING RENTS
Indicative Standard
Support as required by Finance Department.
Frequency
As required throughout the year.
Note
The unit works closely with finance to maximise collection of rent arrears.
DEALING WITH ENQUIRIES RELATING TO TENANCIES AND LICENCES
14 | Directorate of Estates and Facilities Management | Service Level Statement
Indicative Standard
Deal with all enquiries made to the satisfaction of the student.
Frequency
Ongoing throughout the year.
Note
The unit provides information to students and their parents, including referral to
other sources of legal assistance. These sources include the Students’ Union
Welfare Office. The unit will refer to the University Legal Services for clarification
and advice as necessary.
Directorate of Estates and Facilities Management | Service Level Statement |
15
1:3 Hospitality | Accommodation Office
HOUSING STUDENTS
Hospitality | Accommodation Office 1:3
SHARED HOUSES
Indicative Standard
All students requiring accommodation will have been housed.
Indicative Standard
Frequency
Ongoing as required throughout the year although primarily throughout the summer
and the start of the academic year.
All rooms are taken. Promotion of best practice in the private sector reduces levels
of dissatisfaction among students in that sector.
Frequency
Ongoing with the majority of rooms secured for the start of the academic year.
Note
A number of off-campus houses are secured in order to assist non-Freshers in
securing suitable affordable housing. The unit helps to promote best practice in
the private rented sector in Oxford. This accommodation benefits many students
seeking accommodation for couples or small families.
Note
A variety of on- and off-campus accommodation is offered to Oxford Brookes
University’s diverse student population. Accurate and timely information on
changes to recruitment policies are essential to ensure that appropriate types
of accommodation can be offered.
OPERATE A ROOM SWAP SERVICE
ASSESSING FEEDBACK FROM CLIENTS
Indicative Standard
Manage all transfer requests in a prompt and customer friendly way.
Frequency
Ongoing.
Note
Students are offered the flexibility to alter their accommodation subject to availability
and financial applications. It is important, however, to remember that students have
entered into a legal agreement that cannot be broken subject to the terms of that
agreement. Room swap appointments are not normally made at the beginning of
each semester until all those waiting accommodation have been housed.
Indicative Standard
Feedback will be sought from all customer groups, through questionnaires,
feedback forms and surgeries.
Frequency
Throughout the year.
Note
Services Not Provided
●
●
MARKETING OXFORD BROOKES ACCOMMODATION
Indicative Standard
Meetings have taken place and calendar of dates is completed.
Frequency
Ongoing and in accordance with University Visit Day dates.
Note
Marketing is via attendance at Visit Days and other promotional events and through
individual meetings with Schools and Departments. In order to be able to achieve
this effectively we need to be aware of significant changes in rooms stock and
changes to recruitment patterns.
●
Customer Responsibilities
●
●
●
●
●
●
MONITORING STUDENT VOID RATES
Indicative Standard
Monthly occupancy figures are circulated (Oct-Jul). Regular liaison with Finance.
Frequency
Ongoing/monthly.
Note
Support for the University in provision of high occupancy levels and promotion
of halls of residence to new students in order to maximise student numbers.
●
Contact Points
The unit cannot currently guarantee rooms to all first year students
The unit cannot guarantee that students will be allocated their first choice of rooms
We do not check or recommend properties offered by private landlords who are
not in the part/full managed scheme
Please help us to help you by ensuring forms etc. are returned by stated deadlines
Students should read all communications, these explain clearly procedures and details
Students should ensure that they read relevant regulations
Students should read and comply with relevant emergency evacuation procedures
It is essential that marketers and recruiters offer only facilities that can realistically
be offered in line with University Accommodation Allocation Policies
The unit requires timely and accurate information relating to changes in number
of rooms available, changes to University policy, changes to recruitment patterns
and expected student numbers
Please help us to help students by informing us as soon as possible if any courses
start earlier than week 1 and finish later than the standard semester date
STUDENT ACCOMMODATION MANAGER
Pete Toomer
PRODUCING HALL MARKETING MATERIAL
Indicative Standard
Accommodation Handbooks have been sent to prospective students. Publication and
production deadlines are met for other publications and material.
Frequency
The Accommodation Handbook is produced annually ready for each spring.
Other information is updated as required on an ongoing basis.
Note
The Accommodation Handbook is produced both as hard copy and online. Other
information includes entries to the Prospectus and International Office publications.
Accurate and timely information relating to policy changes helps to ensure that
prospective students receive useful and relevant information. Good quality materials
and realistic time frames are also essential.
t (48) 4661
e [email protected]
Sandra Ward Barber
t (48) 4665
e [email protected]
Emma Rosentall
t (48) 4666
e [email protected]
Jenn Barnes
t (48) 4664
e [email protected]
Karen Smith
t (48) 4668
e [email protected]
Julian Banville
t (48) 4617
e [email protected]
t (48) 4660
e [email protected]
HALLS TEAM
SHARED HOUSING TEAM
RECEPTION
Melanie Threadgold
16 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
17
1:4 Hospitality | Conference Services
1:4
Hospitality | Conference Services 1:4
CONFERENCE
SERVICES
Purpose
The Conference Services unit is responsible for marketing University facilities in order
to maximise income generation opportunities through the use of facilities when not in
use for teaching purposes or University-run events.
To include
● Residential Summer Schools
● Accommodation for Brookes pre-sessional courses
● Residential and non-residential conferences
● Weddings
● Residential accommodation for visitors to Brookes graduation ceremonies
● Residential accommodation for Brookes students staying over the summer
vacation period
● Corporate events, meetings, book fairs and teaching space for external clients
● Supporting internal Brookes departments with the organisation of internal
conferences and events
● Management and Administration (including a staff management, training
and development programme)
Service Provision and Standards
TO MANAGE EXTERNAL BOOKINGS FROM ENQUIRY TO FINAL INVOICE
Indicative Standard
All bookings handled in a professional and efficient way.
Frequency
As required.
Note
TO MARKET FACILITIES
Indicative Standard
Professional marketing material available on web and in hard copy.
Frequency
Ongoing.
Note
Marketing plan being developed dependant on facilities to be available under
new building development.
TO ORGANISE EXTERNAL EVENTS
providing advice with regard to facilities, menus and audio visual and to book facilities on behalf of clients
Indicative Standard
All bookings organised to client satisfaction.
Frequency
As required.
Note
TO MANAGE BOOKINGS FOR WEDDINGS
and to provide a wedding co-ordinator in line with registrar requirements
Indicative Standard
All bookings managed to client satisfaction.
All Civil Ceremonies attended by relevant person.
Frequency
As required.
Note
TO NEGOTIATE BEST RATES WITH ALL CLIENTS
to maximise revenue whilst ensuring services are perceived as good value.
Indicative Standard
Budget targets met and repeat business retained.
Frequency
Ongoing.
Note
TO BOOK OCCASIONAL ACCOMMODATION
e.g. graduation, early students arrivals etc.
18 | Directorate of Estates and Facilities Management | Service Level Statement
Indicative Standard
All requests accommodated.
Frequency
Mostly September and October.
Note
Graduations are being extended to further dates in the year, accommodation will
be dependent on availability.
Directorate of Estates and Facilities Management | Service Level Statement |
19
1:4 Hospitality | Conference Services
TO PROVIDE SUPPORT AS REQUIRED DURING LARGE EVENTS
to ensure they run smoothly
Feedback will be sought from all customer groups, through questionnaires,
feedback forms and meetings.
Mostly during summer months but can be throughout the year.
Frequency
Throughout the year.
Subject to restraints of small conference team, may be an additional charge
for this service.
Note
Conference presence as required for large events.
Frequency
Note
TO PROVIDE SUPPORT AND ADVICE TO UNIVERSITY DEPARTMENTS
with regard to internal conferences
Indicative Standard
Internal departments have confidence that they have covered all aspects of event
they wish to manage.
Frequency
As required.
Note
Conference team can not manage internal bookings, if conference is profit-making
then rooms will be charged for and conference team will manage as an external
booking on behalf of an internal client.
Management of licensed premises in accordance with licensing rules.
Licence checked and renewed/altered as necessary.
Frequency
As required.
Note
Responsible for Licence for all public entertainments and performances in the
Theatre at Harcourt Hill. All such performances should be organised in conjunction
with Conference Services to ensure adherence to the law at all times.
CHAIR EVENTS FORUM
to ensure all interested parties are aware of conference developments
Frequency
Additional Services Available
TO BOOK EXTERNAL ACCOMMODATION REQUIRED FOR CONFERENCE BOOKINGS
Indicative Standard
Supplied via local venues to level requested.
Frequency
Charges will be those passed to the unit from the relevant venue plus an
administrative fee to cover unit costs.
Note
Service will be provided at the discretion of the conference team based on
staff availability.
TO PROVIDE EQUIPMENT AND SERVICES NOT AVAILABLE WITHIN BROOKES
to support the smooth running of events
PUBLIC ENTERTAINMENTS LICENCE
Indicative Standard
ASSESSING FEEDBACK FROM CLIENTS
Indicative Standard
Indicative Standard
Indicative Standard
Hospitality | Conference Services 1:4
Indicative Standard
Supplied via local companies to level requested.
Frequency
Charges will be those passed to the unit from the relevant venue plus an
administrative fee to cover unit costs.
Note
Service will be provided at the discretion of the conference team based on
staff availability.
Services Not Available
●
●
Forum meetings to include all those who organise events and/or responsible for
their success, anybody interested in attending should contact Conference and
Commercial Services Manager.
●
●
Twice a year.
●
Academic and teaching content for courses and summer schools
A booking service for conferences and meetings that are purely internal.
We can offer free advice if required.
The unit is not responsible for internal room bookings; these should be directed
to the Resources Office
Individual vacation accommodation lets – all bookings must be students, staff
or educational and cultural groups
Delegate management services
Note
Customer Responsibility
COMMUNICATE TO UNIVERSITY
with regard to summer business
Indicative Standard
●
●
A program of communication will be developed each year to ensure the University
community is aware of summer business.
Frequency
June and July.
Note
Program will be dependant on requirements but will normally include an open meeting,
information on Onstream and meetings with key personnel.
20 | Directorate of Estates and Facilities Management | Service Level Statement
●
●
●
●
Forms and booking data must be returned by stated deadlines
Clients must ensure they read all communications, these explain clearly
procedures and details
Clients should ensure that they read relevant regulations and booking conditions
Clients must comply with relevant emergency evacuation procedures
Where facilities are sold on (e.g. summer schools) agencies will describe facilities
accurately and not misrepresent facilities or services
Information relating to changes in number of rooms or facilities booked must be
provided in a timely way according to booking conditions
Directorate of Estates and Facilities Management | Service Level Statement |
21
1:4 Hospitality | Conference Services
Hospitality | Catering Services 1:5
1:5
Contact points
Purpose
THE CONFERENCE SERVICES TEAM
For all bookings and enquiries
Phillipa Fletcher
t (48) 4619
e [email protected]
Beatriz Perez-Lopez
t (48) 4612
e [email protected]
Hayley Gomm
t (48) 4615
e [email protected]
FINANCIAL QUERIES
relating to an invoice, invoice payment or purchase order
Miles Beaumont
t (48) 4611
CATERING
SERVICES
e [email protected]
To provide a broad range of high quality, value-for-money food and hospitality facilities
across the University for students, staff and visitors. Catering outlets are spread across
all three main campuses and range from traditional refectories and modern food halls to
small shop outlets for sandwiches and soft drinks. In addition, there are a number of
vending machines located in key areas.
To include:
● catering for students in catered halls of residence in semester time
● catering for conference guests, summer schools, weddings and events
● providing catering to internal meetings
● providing catering to University events e.g. graduation
● providing cash sale catering to all campuses
● providing vending machines
● management and administration (including a staff management, training
and development programme)
The day-to-day operational management of the Catering Service is contracted out
to Scholarest UK Ltd, part of the Compass Group which is one of the world’s largest
commercial catering companies. The majority of the catering staff is employed directly
by the University.
22 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
23
1:5 Hospitality | Catering Services
Hospitality | Catering Services 1:5
Service Provision and Standards
CATERING FOR STUDENTS IN CATERED HALLS OF RESIDENCE
PROVIDING VENDING MACHINES FOR HOT AND COLD DRINKS AND SNACKS
Indicative Standard
Wholesome and healthy meals provided at the times and frequency as stated
in hall booklet.
Indicative Standard
Vending machines will be stocked and available for use.
Frequency
As required.
Frequency
During Semester time.
Note
Hot food vending is not currently available.
Note
Students who are unable to attend a meal due to academic restrictions should contact
the catering manager who will arrange for the meal to be taken on another site.
CATERING FOR EXTERNAL EVENTS, INTERNAL MEETINGS AND UNIVERSITY EVENTS
Indicative Standard
Advice given as to the suitable menu choice for an event. Special menus developed
as required. Meals provided as advertised and as agreed with client.
Frequency
As required.
Note
1
Set menus are available but special menus, whether for dietary requirements
or preference can be agreed.
2
External clients should contact Conference team to discuss requirements.
3
Internal clients should complete a catering booking form if catering required is known,
for larger bookings and advice contact the General Catering Manger.
4
Adequate notice must be given for catering according to the size and complexity of event.
5
It is not normally permitted to use external caterers. If it is felt necessary to use external
caterers then this must be discussed with the Deputy Director of Hospitality Services
who will provide advice on liability and due diligence processes that must be followed.
ASSESSING FEEDBACK FROM CLIENTS
Indicative Standard
Feedback will be sought from all customer groups, through questionnaires,
feedback forms and catering surgeries.
Frequency
Throughout the year.
Note
PROVIDING A RANGE OF MARKETING MATERIAL
Indicative Standard
Professional material will be available to explain what catering is available.
Frequency
As required.
Note
Outlets for Cash Sales
GIPSY LANE | MAIN REFECTORY
1
Madisons range of hot meals throughout the day.
2
Upper Crust range of freshly baked baguettes.
PROVIDING CASH SALES TO ALL CAMPUSES
3
Goodness Me salad and fruit bar.
Indicative Standard
4
Go Potato Jacket Potatoes with hot and cold fillings.
5
Bakehouse Hot and cold savouries and home made sandwiches.
6
Latina A range of hot Mexican dishes.
6
Food Offerings
It is not possible to offer a full range of catering to all buildings.
Offering high quality and value for money food as advertised.
Overview of opening hours and menu choices given below.
Frequency
Note
1
Menu choices are subject to change as food offerings are developed.
2
Opening hours will vary in semester and vacation time.
3
Any School or Department who wishes to have extended opening hours for an event
should contact the General Catering Manager to discuss options and charges.
All the above also offer beverages.
Opening Hours
PROMOTION OF HEALTHY EATING AND ETHICAL CATERING
Indicative Standard
Frequency
A range of healthy options will be available at all campuses and identified on menus.
Fair trade, organic and local sourcing will be used where applicable. Meat will be
sourced from farms with high levels of animal care and fish will be sourced from
sustainable fisheries.
Ongoing.
Note
1
8.00am – 7.00pm (6.30 on a Friday)
2
9.30am to 3.00pm
3
8.30am to 3.00pm
4
12.00pm to 2.30pm
5
7.30am to 5.30pm
6
11.30am to 2.00pm
Opening hours are Monday to Friday during semester time.
Vacation opening hours will depend on demand and will be advertised as applicable.
Note
24 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
25
1:5 Hospitality | Catering Services
Hospitality | Catering Services 1:5
GIPSY LANE | GALAXY LOUNGE
WHEATLEY | MAIN REFECTORY
Food Offerings
Range of sandwiches, snacks and hot and cold drinks.
Opening Hours
Note
Food Offerings
1
NY-CD range of hot meals throughout the day.
9.00am to 4.00pm
2
Goodness Me salad and fruit bar.
Opening hours are Monday to Friday Semester time.
3
Spice Bar Cooked to order stir fry.
Vacation opening hours will depend on demand and will be advertised as applicable.
4
Choice Selection of sandwiches and snacks.
All the above offer beverages.
GIPSY LANE | JBS
Food Offerings
Range of sandwiches, snacks and hot and cold drinks.
Opening Hours
8.30am to 6.30pm
Note
Opening hours are Monday to Friday Semester time.
Opening Hours
Vacation opening hours will depend on demand and will be advertised as applicable.
Note
GIPSY LANE | LLOYDS STAFF COMMON ROOM
Food Offerings
7.30am to 7.00pm
2
11.30am to 2.00pm
3
12.00pm to 2.00pm
4
7.30am to 7.00pm
Also caters for residential students who live on the Wheatley Campus.
Open 8.00am to 10.00am Saturday and Sunday and 12.00pm to 1.30pm Sunday.
Range of hot and cold options from ‘grab and go’ snacks to full cooked meal.
WHEATLEY | EIGHTS COFFEE LOUNGE
Opening Hours
Note
1
This facility is currently available to staff only. The location and food offering is
subject to change.
Food Offerings
Sandwiches and Snacks, hot and cold drinks.
Opening Hours
8.30am to 7.00pm
Note
GIPSY LANE | CABIN ONE
Food Offerings
Take-away sandwiches, beverages and snacks.
WHEATLEY | CAFÉ DIRECT
Opening Hours
8.00am to 7.30pm (7.00pm Friday)
Food Offerings
Sandwiches and Snacks, hot and cold drinks.
Note
Open Saturday in Semester time 10.00am to 2.00pm.
Opening Hours
8.00am to 4.00pm
Note
GIPSY LANE | CABIN TWO
Food Offerings
Take-away sandwiches, beverages and snacks.
COTUIT | MAIN DINING ROOM
Opening Hours
9.30am to 4.30pm
Food Offerings
Range of hot and cold meals for students resident in the hall.
Opening Hours
Cash sales not normally available.
Note
Caters only for residential students who live at Cotuit.
Note
HELENA KENNEDY STUDENT CENTRE | HK DELI
Food Offerings
Made to order sandwiches and salads hot and cold drinks.
MARSDEN ROAD | CAFÉ
Opening Hours
8.00am to 4.00pm
Food Offerings
Range of hot and cold options from ‘grab and go’ snacks to full cooked meal.
Opening Hours
8.00am to 4.00pm
Note
Note
HARCOURT HILL | MAIN REFECTORY
Food Offerings
Range of hot and cold options from ‘grab and go’ snacks to full cooked meal.
Opening Hours
7.00am to 7.00pm
Note
Also caters for residential students who live on the Harcourt Campus.
Open 8.00am to 10.00am Saturday and Sunday and 12.00pm to 1.30pm Sunday.
26 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
27
1:5 Hospitality | Catering Services
Services Not Included
●
It is not normally possible to cater for events off University premises
Customer Responsibilities
●
Complete feedback forms and questionnaires to enable service monitoring
and improvement
To give adequate notice of all bookings and changes
Where catering is being sold on (e.g. as part of a conference) to accurately
represent what has been booked
To bring concerns to the attention of the duty catering manager as they occur
so they can be addressed
●
●
●
Contact Points
GIPSY LANE
t 3103 / 3102 / 3597
HARCOURT HILL
t 8245 / 8247
WHEATLEY
t 5868 / 5867
28 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
29
2
PROPERTY
DIVISION
Directorate of Estates and Facilities Management | Service Level Statement |
31
2:1 Property | Overview
2:1
Property | List of Services 2:2
OVERVIEW
The Property Services Division underpins the University operation by providing
a multi-discipline facilities function to ensure the teaching and operational environment
is maintained and developed to its full potential. Ensuring statutory compliance,
safe operation and peace of mind for staff, students and all stakeholders, whilst
upholding the serviceability of the Estate infrastructure and buildings.
2:2
LIST OF
SERVICES
ENGINEERING SERVICES
Mechanical
●
●
●
SERVICE AND PROVISION
With a staff compliment of 57 including seasonal appointments and a contractor
base of 390 varied and specialist companies, the department offers a works service
which encompasses:
Management
A team of professionally qualified managers and engineers which ensure all work
is procured in compliance with the financial regulations and delivered to specification.
With staff development and career progression used to ensure we are training and
planning to provide a structure to achieve efficient operation now and for the future.
Engineering
A full compliment of service engineers covering all the major disciplines ensure safe
operation and maintenance of the diverse and ageing service infrastructure within
the University, including adaptation and development to facilitate the ever-changing
operational needs of a multi national educational establishment.
Project Management
The in-house project team undertook in the region of 85 projects from feasibility
to practical completion, 3 million in 2007. This entails the control and allocation
of both contractor and in-house resources to achieve a seamless transition from
inception and community liaison to hand over and life cycle maintenance.
Estate Management
The development and maintenance of an estate which encompasses a diverse
portfolio of over 180 academic, administrative and residential buildings and over
190 acres of grounds, in and around the City of Oxford. Ensuring our use and
development integrate with the local community and authority with particular
attention paid to stakeholders and any environmental impact.
Energy and Environment Control
Dedicated team oversees the purchase, use and control of 4 million pounds of
energy and utility resource, to achieve an optimum operating environment whilst
ensuring both national and European benchmarks for efficiency and environmental
impact are achieved.
a diverse portfolio
of over 180 academic,
administrative and
residential buildings
and over 190 acres
of grounds, in and
around the City
of Oxford.
Health and Safety
Property Services’ Health and Safety officer offers advice and training to all Estates
and Facilities Management Directorate staff, ensuring compliance to current legislation
and regulation to create a safety culture of best working practice and benchmarking
against other similar institutions
32 | Directorate of Estates and Facilities Management | Service Level Statement
●
●
●
●
●
Electrical
●
●
●
●
●
●
Energy Conservation
●
●
●
●
●
●
Confined spaces and pressure vessels – inspection and written schemes
Fitting plumbing
Gas safety and landlord responsibilities
Legionella water quality
Mechanical engineering
Ventilation design, installation and maintenance
Water control and distribution local bylaw compliance
Water hygiene compliance L8 LEGIONELLA CONTROL
Electrical engineering
Emergency lighting – testing and certification BS 5266
Installation testing certification adaptation and maintenance BS 7671
Portable appliance testing
Public Entertainment Licence applications
Security lighting
CCTV operation and maintenance
Energy use conservation and performance control of the work environment
Fire alarm testing and certification BS 5839
Fire certification and brigade liaison
Lifts testing insurance inspection operations
Utility use and procurement
BUILDING/GROUNDS
●
●
●
●
●
Building handover and standard checks
Drainage and flood relief
Adaptation and design of sports functions (cricket, football, rowing,
golf courses, swimming pool, and hockey).
Maintenance of 1 golf course, 7 football pitches, 1 American football pitch,
1 rugby pitch, 1 Lacrosse pitch and 1 cricket square
Maintenance of footpaths boundary leases, trees, roads and woodland
STAFF
●
●
●
●
Adaptable working patterns (i.e. early starts and summer peak)
Career grading and training
Staff and contractor supervision and control
Student placement and work shadowing
Directorate of Estates and Facilities Management | Service Level Statement |
33
2:2 Property | List of Services
Property | Staff Structure 2:3
2:3
STAFF
STRUCTURE
GENERAL SERVICES
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Alterations and Improvement Works
Asbestos Inspections
Asbestos Removal Programme
Autocad operation and database
Building Handover
Building Surveys
Building Services Design
Building Services Projects Upgrade
and Adaptations
Capital bids – feasibility and
Clerk of Works, integration
Clerk of works function for the University
Condition Surveys
Continued professional development
and legislational updates
Contract drawing specification
negotiations and type
Contractors Lists
CDM Coordinator
D.D.A
(Disability Audits and remedial works)
Dilapidations
Emergency Callout Cover
– 24hr, 365 days a year emergency
callout out and duty officer service,
covering all emergencies
Energy Conservation
Environmental impact and evaluation
Financial control and compliance
Fire Precautions Inspections
Fire Precautions Works Programme
Fire Reinstatement
FMR (Forward Maintenance Register)
Graduations and Open Days
Grounds and Estates Works
Health and safety compliance
– risk assessment, method statement,
COSHH. Safe access roofs ducts
34 | Directorate of Estates and Facilities Management | Service Level Statement
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Insurance Reinstatement Works
Landlord/Tenants Agreements
Legionella Inspections
Lifting equipment PUWER, LOLER etc
Local authority liaison
and planning applications
Maintenance Help Desk
– handling and timely completion of
in excess of 16000 job tickets
Over 100 contractors on site
at any one time
PPM (Preventative Planned Maintenance)
– as above. Currently comprises 6000
assets (work in progress)
Party Wall Issues
Periodic Visits and Building Audit
Periodic tests of plant and equipment
Procurement and purchase strategy
to ensure best value
Product selection and best fit analysis
Responsive Maintenance
Safety Glazing Inspections
Safety Glazing Works Programme
School and Directorate surveys
and feasibility studies
Specialist functions support
– to include BMS, Sports
Statutory Tests and Insurance
Inspections
Strategic alignment of expenditure
and service
Structural condition surveys and reports
Synergy and operation to minimise
disruption
Technical Advice and Application Audit
Tenders, Design and Specification
Transportable Buildings
Deputy Director Property Services
PA/Administrator
Steve Simpkins
Paula Lyne
PS Health & Safety Officer
O & M Manager
Projects Manager
Geoff Bailey
Malcolm Bennett
Brian Warren
Projects Engineer
Vacancy
Projects Surveyor
Jonathan Clements
Small works Surveyor
Bob Afford
Building
Manager
Grounds
Manager
Mechanical
Services Manager
Electrical
Services Manager
Systems
Manager
Jim Nicholson
Tom Williams
Ray Blackford
Steve Holtom
Carl Stubbs
Headington
Supervisor
Mechanical
Supervisor
Electrical
Systems
Engineer
Steve Polley
Martin Lyne
Steve Purcell
Supervisor
Building
Adrian Moroney
Carpenter
Phil Smart
James Lucey
Lee Czarnetzki
Kirk Adams
Frank Maloney
Don Cronshaw
Wheatley
Heating
Services Engineers
Geoff Wise
Mick Rogers (p/t)
Handypersons
Julian French
Michael Harrison
Gary Hutt
Gerry Lewis
Terence Trinder
Alan Jones
Pipe Fitters
Harcourt Hill
Mike Ballard
Albert Green
Shaun Talbot
Matthew Prior
Andy Brandram
John Tolley
Plumbers
Painters
Rick Fathers
Eddie Murphy
Keith Robinson
Roger Burns
Graham Morgan
Dennis Richens
Mike Shufflebotham
Mick Hickman
Electricians
Mike Deverall
John Hayden
Steve Skelton
Jeremy Bray
Systems
Technician
Andy Jordan
Electrical
Handyperson
Brian Watkins
Handyperson
Directorate of Estates and Facilities Management | Service Level Statement |
35
2:4 Property | Proirites
Property | Proirites 2:4
2:4
PRIORITIES
PRIORITY A
Immediate Response
Emergency repairs to critical core services or accommodation (teaching, offices,
residential) including the meeting of legal safety obligations, where any delay would
have a major impact on University activities.
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Grounds
Major electrical failures (corridors, stairwells and complete floors or buildings)
Total lighting failure to individual study bedrooms
Fire alarm and detector faults
Emergency lighting system failures (total loss to corridors, stairwells, floors or buildings)
Gas leak
Mains water failure
Leaking pipes (not dripping external overflows)
Major water leaks externally
Lift breakdowns
Roof Leaks
Overflowing toilet, urinal or other sanitary ware
Individual blocked toilet or wash basin – residential only
No heating – entire floor or building
Broken window or external door glass
Security problems (i.e. make secure external doors, windows, lock etc)
Fire and flood damage
Examples
● Reports of broken glass on campus
● Investigation of potentially dangerous trees
● Fallen branches/trees blocking paths or roads
● Ice on roads/paths
PRIORITY C
7 Working Day Response
Essential repairs which, if not carried out promptly, will result in a lowering of teaching
standards, quality of accommodation and availability of facilities.
●
●
●
●
●
●
●
●
●
●
●
●
Grounds
Examples
● Non urgent tree work
PRIORITY D
30 Working Day Response
Routine repairs and minor improvements to non-critical services, facilities and building
elements which are necessary to maintain University standards.
●
●
●
●
PRIORITY B
End of Next Working Day
●
●
●
●
●
Grounds
●
●
Urgent repairs which, if not carried out, will lead to significant disruption to core
University activities or lead to serious degradation of the structure and services
resulting in additional repair expenditure.
●
Local electrical failures (individual rooms)
Total loss of external lighting to an area
Air Conditioning breakdowns*
Major overflow pipe leak
Non-working shower (alternatives not available)
Repair or make safe trip hazard to floors, stairs, pavements and paths
Individual external lamp failures
Individual heating complaints/faults (i.e. room too hot or cold)
Minor pipe leaks (i.e. weeping joints)
Non working shower (alternatives available)
Defective handrail to stairs
Blocked rainwater pipe or gutter
Cracked glass
Individual blocked toilet, urinal or other sanitary ware (non-residential)
Faulty door closer
Internal door repair (including ironmongery)
CCTV failures
Dripping taps and overflow pipes
●
●
●
●
Grounds
Individual lamp failure (internal)
Condensation/mould growth problem
Damp staining to internal finishes
Defective mastic sealant around sinks, baths, basins etc.
Ceramic tiling repairs
Repair of kitchen cupboards and worktops
Repair of notice boards and shelving
Repairs to retaining walls (non-structural)
Repairs to fencing and gates
Blocked road gully
Examples
● Overhanging shrubs/bushes not causing an obstruction
Examples
● Overhanging shrubs/bushes blocking a main entrance, walkways or fire escapes
*
Emergency rescue on separate direct dial 24 hour call out contract
36 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
37
3
CAMPUS
DIVISION
Directorate of Estates and Facilities Management | Service Level Statement |
39
3:1 Campus | Overview
3:1
Campus | Caretaking 3:2
OVERVIEW
3:2
Role
The Campus Services mission is to provide the University with seamless integrated
services, using a team of 90 delivering a wide range of front line support services to
all Schools and Directorates within the University. The principal service areas provided
are as follows:
●
●
●
●
●
●
●
●
●
AV Services
Brookes Bus
Caretaking Duties
Cleaning
Car Park Management
Security (including 24 hour emergency management)
Waste Disposal
Timetabling and Allocation of Pooled Teaching Space
Post and Transport
Where required, Campus Services are provided 365 days a year to meet
the requirements of the University, across all three main campuses and also
Marston Road and Ferndale Campus Swindon.
Most of the services are provided directly by University employed staff,
supplemented by some contractor delivered services ie, out of hours security
and cleaning of specific building at Gipsy Lane. Cleaning at Harcourt Hill and
at Wheatley is currently provided by an external contract cleaning company.
The Campus Services office, shift control and Campus Manager (Rob Lovesey)
for Gipsy Lane is situated adjacent to the main entrance at Gipsy Lane Clerici Building.
The office of the Harcourt Hill Campus Manager (Sue Johnson) is situated at Harcourt
Hill at the rear of the reception lodge in D2 and the office of the Campus Manager,
Wheatley Campus (Nigel Satchell) is situated in the Entrance lodge at Wheatley
adjacent to the main reception desk.
The Campus Services Audio Visual, Brookes Bus (Julia Taylor), Timetabling, Post
and Transport (Heather Pughsley) Departments are located on the second floor of
Clerici Building at the top of the main stairway.
CARETAKING
To provide front-line support services provision as laid out below for Schools
and Directorates throughout the University.
Service Provision and Standards
POST AND PRINT DELIVERY
Indicative Standard
To and from agreed points on each Campus.
Frequency
At least one collection and delivery per day on each Campus.
Two in some areas at Headington Campus.
Note
Ferndale only once a week.
POSTAL FRANKING SERVICE
Indicative Standard
All post received and collected by the agreed time will be despatched daily.
Frequency
Once per day.
Note
Wheatley and Gipsy Lane only.
OPENING AND CLOSING OF BUILDINGS
Indicative Standard
Building opening times are
07.00am – 9.30pm Monday to Friday
08.00am – 12.00pm Saturday | Closed Sunday
Frequency
Note
Closed Bank Holidays.
WASTE COLLECTION AND DISPOSAL
Indicative Standard
Bags / waste removed to external collection points including co-mingled waste
for recycling.
Frequency
At least once per day.
Note
Bags must not be overloaded.
EMERGENCY RESPONSE
a wide range of frontline support services
to all Schools and
Directorates within
the University.
40 | Directorate of Estates and Facilities Management | Service Level Statement
Indicative Standard
Immediate to fire alarms.
Co-ordination of lift evacuation response via Headington Shift Control Office.
Frequency
As required.
Note
Contact First-Aider for medical emergencies and accidents.
TEACHING ROOM PREPARATION
Indicative Standard
To specification agreed by Campus Manager and Time tabling Manager.
Frequency
Once per day.
Note
Directorate of Estates and Facilities Management | Service Level Statement |
41
3:2 Campus | Caretaking
Campus | Caretaking 3:2
Contact Points
DE-ICING / CLEARING WALKWAYS
Indicative Standard
In accordance with risk assessment priorities.
Frequency
As required.
Note
Priority routes apply.
HEAD OF CAMPUS SERVICES
Stephen Clark
based in Gibbs
t 3059
e [email protected]
CAMPUS MANAGERS
Rob Lovesey Gipsy Lane/Headington Hill Hall
t 3068
e [email protected]
Additional Services Available
MAJOR OFFICE MOVES AND RE-LOCATIONS
Indicative Standard
Provided by external contractor via Campus Services Managers.
Fee Charge
Full cost of removal.
Sue Johnson Harcourt Hill and link for Ferndale Campus Swindon
t 8448
e [email protected]
Nigel Satchell Wheatley and link for Marston Road and Kennett House
t 5995
e [email protected]
EMERGENCY NUMBERS
Note
Headington Campus Shift Control Office
t 3060
FURNITURE / EQUIPMENT DISPOSAL
Indicative Standard
If unable to recycle or pass on to another user, disposal is by contractor.
Fee Charge
Whole or part cost dependent on quantity.
Note
We can assist with the safe disposal of equipment covered under the (WEEE Directive).
Harcourt Campus Caretakers or Security
t 6585
Wheatley Campus Caretakers or Security
t 5853
HAZARDOUS WASTE AND REFRIGERATORS
Indicative Standard
Disposal only to current Legal requirement.
Fee Charge
Full cost is charged to disposing dept.
Note
All such disposals subject to survey and risk assessment.
Services Not Included
●
●
●
Customer Responsibilities
●
●
●
Daytime Campus security and law enforcement, however extra guarding
for special events such as graduation and open days can be arranged at
a cost to the customer. Arrangement can be made by contacting the respective
Campus Manager
Controlling and vetting of persons entering the University
Enforcement of the University’s No-Smoking policy
Immediate reporting of any type of emergency, i.e. fire accident etc.
and notification to Shift Control Manager in line with the University Policy
on the reporting of incidents including the contacting of the emergency services
(fire, ambulance, and police)
Compliance with directions given by Campus Services Staff in any emergency
situation or evacuation
To give reasonable written notice when requiring assistance from Caretaking staff
42 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
43
3:3 Campus | Security
Campus | Security 3:3
3:3
SECURITY
Role
To provide, within operational budget constraints, a response to incidents and
an out-of-hours contracted security presence.
Services Not Included
●
Daytime security response, Campus Services has no manned security presence
during normal office hours, but will assist where appropriate
Customer Responsibilities
●
To work in partnership with Campus Services by being vigilant at all times
and report anything suspicious to the relevant Campus Manager or Shift Control,
at Gipsy Lane
To keep offices locked when unattended to protect own and University property
and ensure windows are closed at the end of working day
Take great care of keys, especially masters. Remember one master key can be
used to gain access to a wide range of buildings
Do not allow any unidentified person into the building with you when using
your 24hr access card, as your card only registers you in the building in case
of emergency. If the person is unknown to you, report to Shift Control as
soon as possible
Service Provision and Standards
DAY TIME SECURITY
Indicative Standard
The logging of incident reports and contacting the Police as required.
Frequency
As required.
Note
For advice ring the relevant Campus Manager.
●
●
NIGHT TIME SECURITY
●
Indicative Standard
Contracted security under the control of the Shift Control Manager.
Performance standards as set out in contract with security contractor.
Frequency
365 nights.
Note
Guards at Headington, Wheatley, Harcourt, and large Halls of Residence
plus mobile patrols.
Contact Points
SHIFT CONTROL MANAGER
t 3060 (24hrs all day every day)
MANAGEMENT OF KEYS
CAMPUS MANAGERS
Indicative Standard
Dealing with access requests for contractors, the cutting of keys and co-ordination
of lock maintenances including electronic access control. Ensuring all such requests
comply with University Health & Safety regulations.
Rob Lovesey Gipsy Lane Headington Hill Hall
t 3068
e [email protected]
Frequency
As required.
Sue Johnson Harcourt Hill and link for Ferndale Campus Swindon
t 8448
e [email protected]
Note
Keys will only be issued upon request of an authorised Brooke’s representative;
all keys must be signed in on return.
CCTV CAMERAS
Nigel Satchell Wheatley and link for Marston Road and Kennett House
t 3068
e [email protected]
OUT OF HOURS SECURITY
Indicative Standard
Managing security camera operation in accordance with University Policy governing
the use of CCTV and the Data Protection Act.
Frequency
Ongoing.
Harcourt
t 6585
Wheatley
t 5853
Note
Additional Services Available
EXTRA SECURITY FOR SPECIAL EVENTS
Indicative Standard
Provided by the contract security company at current pay rates plus premiums
where applicable.
Frequency
Full cost of hire borne by the School / Directorate requesting the service.
Note
Minimum of 48 hours notice required.
SECURITY ADVICE TO SCHOOLS/DIRECTORATES.
Indicative Standard
General advice available.
Frequency
Nil (unless the use of specialist security consultants is required).
Note
Reasonable notice required.
44 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
45
3:4 Campus | Waste Disposal and Recycling
3:4
Campus | Waste Disposal and Recycling 3:4
WASTE DISPOSAL
AND RECYCLING
Role
To provide a waste disposal service that is legislatively compliant to all areas of the
University and to provide advice, and guidance on the safe, environmental disposal,
of equipment, as defined by the (WEEE Directive) and the best environmental option
to all Schools and Directorates.
Services Not Included
●
Disposal of personal or household items of waste of any description
Customer Responsibilities
●
To assist the University’s environmental credentials by minimising waste generation
Service Provision and Standards
‘NORMAL’ OFFICE DOMESTIC TYPE WASTE
Indicative Standard
Collected daily Monday to Friday.
Frequency
Once per day.
Note
All waste is removed from Site by licensed contractors to licensed disposal places.
HAZARDOUS WASTE
Indicative Standard
Subject to inspection, H & S requirements & current waste disposal legislation,
e.g. (WEEE Directive) University Code of Practice for Hazardous Waste.
Frequency
As required.
Note
Disposal costs are chargeable to waste generator with the exception of obsolete IT
equipment which is free.
Contact Points
Steve Clark Head of Campus Services
t 3059
e [email protected]
NON HAZARDOUS WASTE
Gipsy Lane
t 3068
Harcourt Hill
t 8448
Wheatley Campus
t 5995
HAZARDOUS WASTE
Tim McGill Safety Officer
t 5744
RECYCLABLE WASTE
Indicative Standard
Co-mingled recyclables in collection boxes sited across the University.
Frequency
As required.
Note
Contact Environmental Officer for other details.
REFRIGERATORS
Indicative Standard
See Hazardous Waste above.
Frequency
As required.
Note
Disposal costs are chargeable to waste generator.
Additional Services Available
FURNITURE / EQUIPMENT DISPOSAL
Indicative Standard
If unable to recycle or re-use, disposal is by contractor.
Frequency
Whole or part cost dependent on quantity.
Note
Does NOT include hazardous waste or refrigerators.
46 | Directorate of Estates and Facilities Management | Service Level Statement
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47
3:5 Campus | Cleaning
Campus | Cleaning 3:5
3:5
CLEANING
Role
To provide a cleaning service for Schools and Directorates throughout the University
Services Not Included
●
●
●
Service Provision and Standards
●
Cleaning of vertical and venetian blinds
Cleaning of curtains
High level cleaning
Periodic cleaning
TEACHING ROOMS AND COMMON AREAS
Indicative Standard
A daily clean to include dusting, vacuuming, tidying, bin emptying
and removal of waste.
Frequency
Monday to Friday once daily, staff numbers permitting.
Note
Periodic cleaning, high level and window cleaning is not included.
TOILETS
Customer Responsibilities
●
●
Contact Points
To be considerate with the disposal of waste and litter in the workplace
and outside around the University Campuses
Report any cleaning problems / deficiencies to the relevant Campus Manager
GIPSY LANE
Campus Manager
Indicative Standard
Cleaning of toilets, urinals, sinks, floors, walls and fittings.
Frequency
Monday to Friday once daily.
Note
Please note toilets in high frequency areas are checked and cleaned throughout
the day Monday to Friday.
t 3068
HARCOURT HILL
Campus Manager
t 8448
WHEATLEY
Campus Manager
t 5995
OFFICES
Indicative Standard
Cleaning to include dusting, vacuuming, bin emptying and removal of identifiable waste.
Frequency
Bins daily, remainder once per week. Staff numbers permitting.
Note
Desks and window ledges need to be free of obstructions, prior to cleaning.
WINDOW CLEANING
Indicative Standard
To specification set by Campus Managers within budgetary constraints.
Frequency
Annually.
Note
Campus Services will give prior warning for office staff to clear window sills.
Additional Services Available
CARPET CLEANING
Indicative Standard
Subject to prior inspection and availability of staff.
Fee Charge
Chargeable if external contractor required.
Note
ADDITIONAL WINDOW CLEANING
Indicative Standard
Subject to prior inspection and compliance with Health & Safety regulations
and availability of staff .
Fee Charge
Chargeable if external contractor required.
Note
48 | Directorate of Estates and Facilities Management | Service Level Statement
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49
3:6 Campus | Car Parking
Campus | Car Parking 3:6
3:6
CAR PARKING
Role
To provide a permit parking system which enables entitled staff and, where permitted,
students to park at the University during restricted hours.
Service Provision and Standards
Services Not Included
●
Reserved parking for members of staff
Customer Responsibilities
●
To display current parking permit clearly at all times in the vehicle when
on Campus (the permit is not transferable)
Park with due consideration to other colleagues
Observe parking regulations at all times
Do not obstruct roads, park on green areas or obstruct fire exits
Make request for visitor parking through the appropriate mechanism,
for the relevant campus
ISSUE PARKING PERMITS
Indicative Standard
●
Issued in accordance with University parking regulations upon receipt of application
form and fee where applicable.
Frequency
Annually.
Note
Campus Services staff only administer the parking permits; they are not responsible
for policy making or appeals.
●
●
Contact Points
PARKING ATTENDANTS
Indicative Standard
●
Monitor parking and greet visitors to the University.
Patrol parking areas checking permit validity.
Fitting wheel-clamps.
Frequency
On duty daily Monday to Friday at the Gipsy Lane Campus.
Note
Periodic random checks at other sites, as required carried out by caretaking or
contracted security guards.
GIPSY LANE
Campus Manager
t 3068
Main Gate
t 4028
HARCOURT HILL
Campus Manager
t 8448
Caretakers
t 8470
WHEATLEY
PARKING BARRIERS
Indicative Standard
Installation, management and maintenance of barriers.
Frequency
Quarterly maintenance.
Note
Installed in conjunction with and funded by the Green Commuter group.
Campus Manager
t 5995
Caretakers
t 5853
Additional Services Available
PARKING FOR SPECIAL EVENT
Indicative Standard
Subject to staff availability.
Fee Charge
Salary at appropriate overtime rate.
Note
Minimum of 48hrs notice required.
50 | Directorate of Estates and Facilities Management | Service Level Statement
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51
3:7 Campus | Miscellaneous
3:7
Campus | Miscellaneous 3:7
MISCELLANEOUS
Role
The provision of services not included in defined groups
Service Provision and Standards
Miscellaneous requests
●
“We are here to help” all requests for assistance will be considered and
responded to by the Campus Managers
Customer Role
●
To be considerate with requests, and to give as much notice as possible
SIGNAGE
Indicative Standard
All requests for new and replacement signage should be sent to the appropriate
Campus Manager to ensure the corporate branding standard is maintained.
Contact Points
CAMPUS MANAGERS
Frequency
As required.
Rob Lovesey Gipsy Lane
t 3068
e [email protected]
Note
Campus Services has a limited budget ONLY for sign maintenance.
New signage requests are chargeable to the School/ Directorate placing the order.
Nigel Satchell Wheatley and link for Marston Road and Kennett House
t 5995
e [email protected]
Sue Johnson Harcourt Hill and link for Ferndale Campus Swindon
t 8448
e [email protected]
REMOVALS
Indicative Standard
Campus Services will carry out small moves subject to inspection, staff availability
and compliance with Health & Safety and Manual Handling regulations.
Frequency
As required.
Note
Approved contractors can be supplied at favourable rates for any large moves
that Campus Services are unable to handle. Contact the appropriate Campus Manager
for information.
PEST CONTROL
Indicative Standard
Response service via appropriate licensed contractors.
Frequency
As required.
Note
Main campuses.
Additional Services Available
SERVICES OTHER THAN THOSE LISTED
Campus Services can either provide or put anyone in touch with appropriate suppliers for services other than those listed.
Indicative Standard
Dependent on request.
Fee Charge
Full cost if an external contractor is employed, appropriate rate if outside
normal hours for Brookes staff.
Note
52 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
53
3:8 Campus | Pooled Teaching Rooms
3:8
Campus | Postal Service 3:9
POOLED
TEACHING ROOMS
Role
3:9
Role
To manage the allocation and day-to-day operation of 187 pooled teaching rooms
across the Estate
Service Provision and Standards
POSTAL
SERVICE
To provide an internal and external postal service for the University.
All post is identified and costs recharged back to all Schools and Directorates
Service Provision and Standards
POOLED ROOM BOOKINGS - TEACHING
POST SORTING – EXTERNAL POST
Indicative Standard
Urgent – immediate allocation.
Non-urgent – 2 working days.
Frequency
Upon customer demand.
Note
Where possible requests for specific rooms or locations will be met – not guaranteed.
Indicative Standard
Cleared same day (except some mail-shots – up to 3 days).
Frequency
Daily.
Note
POST SORTING – INTERNAL POST
POOLED ROOM BOOKINGS- OTHER EVENTS
Indicative Standard
Allocated after time-tabling of Teaching.
Frequency
Upon customer demand.
Indicative Standard
Cleared twice a day.
Frequency
Daily.
Note
Note
Additional Services Available
MONITORING ROOM QUALITY
SENDING OF STAFF PRIVATE POST
Indicative Standard
Periodic room inspections.
Frequency
Once prior to start of each Semester.
Note
Indicative Standard
Franking of parcels 2.00 – 3.00pm daily.
Fee Charge
Cost of postage only.
Note
POOL ROOM DEFECTS
Indicative Standard
Rectified as soon as possible from notification.
Frequency
As required.
1
Take to Gipsy Lane Post Room.
2
Service dependent on staff availability – priority given to University post.
Services Not Included
●
Certificate of Posting and other Post Office services
Customer Responsibilities
●
Clear, full and correct addressing of post, adding cost code when required
Separate outgoing post: internal or external, first class or second class postage,
UK or International
Prior warning for large mail-shots
Note
●
Services Not Included
●
Cleaning of rooms and furniture re-arrangement during the teaching day
●
Customer Responsibilities
●
●
●
●
●
Contact Points
Schools to notify programme requirements by Week 4 of proceeding term
Lecturers are asked to ensure students do not take food and drink into Pooled rooms
Comply with maximum room capacity
Put furniture back to the original configuration prior to leaving the room
Notify the Campus Service time tabling team promptly if booked rooms are
no longer required
Heather Pughsley
t 3906
e [email protected]
Sue Ward
t 3522
e [email protected]
Rita Sunda
t 3960
e [email protected]
54 | Directorate of Estates and Facilities Management | Service Level Statement
Contact Points
Marion Richardson
t 3057
e [email protected]
John Finnis
t 3057
e [email protected]
In person to Post Room – located in Fuller Building next to the Main University Stores.
Directorate of Estates and Facilities Management | Service Level Statement |
55
3:10 Campus | Brookes Bus
3:10
Role
Campus | Brookes Bus 3:10
BROOKES
BUS
To provide and manage a comprehensive inter-site bus service in partnership with
a preferred contractor including liaison with local Councils, other bus companies and
stakeholder groups on public transport service provision and future transport strategy
for the Oxford area.
Service Provision and Standards
Additional Services Available
ADDITIONAL BUS SERVICES TAILORED TO MEET SCHOOL REQUIREMENTS
Indicative Standard
As negotiated and agreed with the bus company.
Fee Charge
As negotiated and agreed with bus company (School funded).
Note
U1 ROUTE | WHEATLEY, HEADINGTON, HARCOURT HILL VIA CITY CENTRE
Indicative Standard
Performance standards in the contract with the bus company.
Frequency
See website Timetable.
Note
Weekly/monthly reviews of performance levels carried out with the bus company.
COACH HIRE FOR ONE-OFF SCHOOL/DIRECTORATE EVENTS
Indicative Standard
Fee Charge
As negotiated with coach company (School funded).
Note
U5 ROUTE | MARSTON ROAD TO OXFORD VIA HOLLOW WAY AND COWLEY RD
Indicative Standard
Performance standards in the contract with the bus company.
Frequency
See website Timetable.
Note
Weekly/monthly reviews of performance levels carried out with the bus company.
Services Not Included
●
Customer Responsibilities
U4 ROUTE | OXFORD BUSINESS PARK TO HEADINGTON (EVENINGS)
Indicative Standard
Performance standards in the contract with the bus company.
Frequency
See website Timetable.
Note
Weekly/monthly reviews of performance levels carried out with the bus company.
●
Contact Points
●
Varying bus timetable to suit individual Schools and Directorates
Free inter-site bus travel limited to University staff only on University business
All complaints on the Brookes bus services must be forwarded straight away with full
details to Julia Taylor in the first instance
Mary Horan Sustainable Travel Coordinator
t
e
Julia Taylor
t 3054
e [email protected]
U10 ROUTE | JOHN RADCLIFFE HOSPITAL TO OXFORD VIA HOLLOW WAY AND COWLEY RD
Indicative Standard
Performance standards in the contract with the bus company.
Frequency
See website Timetable.
Note
Weekly/monthly reviews of performance levels carried out with the bus company.
LOBBYING OF COUNCILS AND BUS COMPANIES FOR PUBLIC TRANSPORT SERVICE IMPROVEMENTS
Indicative Standard
Aim is to improve service provision for staff and students.
Frequency
Continual process.
Note
56 | Directorate of Estates and Facilities Management | Service Level Statement
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57
3:11 Campus | Audio Visual Services
3:11
AUDIO VISUAL
SERVICES
Role
To provide high-quality up to date audio-visual teaching equipment in pooled teaching
space at Gipsy Lane, Headington Hill Hall, Harcourt Hill and Wheatley Campus.
Service Provision and Standards
TEACHING EQUIPMENT – POOLED ROOMS
Indicative Standard
Campus | Audio Visual Services 3:11
Ensuring Installed equipment is in serviceable working order. Delivery of equipment
to room, set up and removal. Minimum of 24 hours notice.
Frequency
Upon customer request.
Note
Instruction on equipment use given as required.
Additional Services Available
AUDIO-VISUAL ADVICE
Advice to academic staff on audio-visual equipment, technical specifications product(s) and purchasing
Indicative Standard
As requested.
Fee Charge
Nil.
Note
VIDEO CONFERENCING
Indicative Standard
Basic level staff training and set up of equipment.
TEACHING EQUIPMENT – NON POOLED ROOMS
Fee Charge
Nil.
Indicative Standard
Deliver, set up and removal for data projectors and laptops only.
Other equipment for customer collection.
Note
Booking and test connection recommended.
Frequency
Upon customer request, subject to waiting list.
Note
£20 delivery charge/£20 Collection Charge.
Fines for late return of equipment or damage.
STUDY EQUIPMENT
AV PRODUCTION
Indicative Standard
Off-air recording.
Fee Charge
Materials.
Note
Upon customer request.
Indicative Standard
Loan to individual student/staff.
VIDEO PRODUCTION
Frequency
Upon customer request, subject to waiting list.
Indicative Standard
Tape and disc, copying and duplication.
Note
Instruction on equipment use.
£5 refundable deposit. Fines for the late return of equipment.
Fee Charge
P.O.A.
Note
Planning, filming, direction, editing and post production.
Services Not Included
Contact Points
●
Equipment range available is limited in model type, specification and quantity
GIPSY LANE
Julia Taylor Audio Visual Services Manager
t 3173/3179 e [email protected]
HARCOURT HILL
Kieran Boyle
t 8382
e [email protected]
WHEATLEY CAMPUS
Ian Shepherd Evening Audio Visual Technician
t 5865
e [email protected]
58 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
59
4
SPORTS DIVISION
Directorate of Estates and Facilities Management | Service Level Statement |
61
4:1 Sports Division | Overview
4:1
Sports Division | Structure 4:2
OVERVIEW
4:2
STRUCTURE
Brookes Sport provides a comprehensive range of sporting opportunities, facilities and
coaching to students, staff and the local community.
Head of Sport
Brookes Sport is centred on the purpose built Centre for Sport located off Cheney Lane,
adjacent to Cheney Student Village. In addition to the sporting facilities available, there is
a licensed Café bar together with outdoor terrace.
Deputy Head of Sport
Wheatley Campus has a number of outdoor sports facilities, with associated changing
rooms. These are managed from the Centre for Sport at Cheney Lane.
Throughout the year there are a wide range of student sporting club events and training
taking place, together with a variety of trips, both in this country and abroad.
Brookes Sport operates a ‘Sports of Excellence’ approach, and seeks to attain regional/
national/international standards and recognition in the following key sports:
● Rowing
● Hockey
● Basketball
● Climbing
● Rugby
● Cricket (In partnership with Oxford University)
Each of the Sports of Excellence now boasts full time coaching staff; some of which are
attained through partnership funding.
Sports facilities are continually being improved and updated to meet customer demands
and changing standards. Recent investments include the new studio, rowing centre
and extended free weights, with further proposals in place for future investment in the
Cholsey Boathouse and the Rock Solid climbing facility.
Sports
Finance
Officer
Sports
Administrator
Climbing &
Outdoor
Pursuits
Manager
Sports
Finance
Assistant
Centre
Reception
Staff
P/T Casual
Climbing
Staff
Outreach
Officer
Ox. Uni
F/T & P/T
Coaching
Staff
Duty Officers
F/T Amenities
Supervisor
& Steward
Bar
Manager
Senior
Bar
Steward
P/T Sports
Shop
Manager
P/T Casual
Stewards
Sports
Café
P/T Casual
Bar Staff
What the Sport Division offers the University
The Sports Division offers a twin track approach to the provision of student Sport within
the University, encompassing both sporting excellence and inclusive participation.
A high quality experience, with well maintained, affordable facilities is offered
to students, staff and the local community, with a broad and extensive array of
recreational options available.
The Sport Division also strives to serve the university within the wider community,
through partnerships with local clubs and organisations, and by affiliations to national
organisations within Sport.
Alongside Sport, the Division actively encourages healthy lifestyles for all University
staff and students, and seeks to influence positive lifestyle choices to compliment the
student experience.
To provide a broad
range of sporting
opportunities, facilities
and coaching to
students, staff and the
local community.
62 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
63
4:3 Sports Division | Provision of Services
4:3
Sports Division | Provision of Services 4:3
PROVISION
OF SERVICES
Role
Service Provision and Standards
To provide a broad range of sporting opportunities, facilities and coaching to students,
staff and the local community.
Headington Campus
SPORTS HALL
STUDIO
Indicative Standard
High standard sprung floor.
Indicative Standard
Classes and private hire available daily.
Frequency
Mixture of organised events and Individual/Group bookings each week.
Frequency
Open daily for hire.
Note
Used for basketball, five-a-side football, volley ball, circuit training, and cricket nets.
CLIMBING WALL
Indicative Standard
Purpose built wall to British Mountaineering Council standards.
Frequency
As required subject to availability.
Note
New addition to existing wall August 2007.
HEALTH SUITE
SPORTS EQUIPMENT SHOP
Indicative Standard
Small shop facility selling clothing and basic equipment, at competitive prices.
Located adjacent to Main Reception counter.
Frequency
Open at certain hours only.
PHYSIOLOGY LABORATORIES
Indicative Standard
BASES accredited testing available.
Indicative Standard
High standard equipment.
Frequency
Open at certain hours only.
Frequency
Open daily.
Note
School of Life Sciences.
Note
Approx 70 no stations. Supervised part-time.
FREE WEIGHTS ROOM
Indicative Standard
Purpose built free weights area, extended Feb 2006.
Frequency
Open daily.
Additional Services Available
SERVICES OTHER THAN THOSE LISTED
Campus Services can either provide or put anyone in touch with appropriate suppliers for services other than those listed.
Indicative Standard
Dependent on request.
Fee Charge
Full cost if an external contractor is employed, appropriate rate if outside
normal hours for Brookes staff.
SQUASH COURTS
Indicative Standard
3 not to County League standard.
Frequency
As required, subject to availability.
Contact Points
SUNBEDS
Indicative Standard
2 no
Frequency
As required subject to availability.
Note
Sunbeds upgraded regularly to meet latest safety guidelines.
Centre opening times
Customer Role
Reception Cheney Lane t 3166
7.30am – 11.00pm
9.00am – 10.00pm
●
●
e [email protected]
Monday – Friday
Weekends
Abide by Sports Staff safety instructions at all times.
Do not participate in sporting activities against medical advice.
ALL WEATHER OUTDOOR SPORTS PITCH
Indicative Standard
Floodlit – synthetic turf pitch to National Hockey League standard.
Frequency
As required, subject to availability.
Note
New surface laid Summer 2003.
64 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
65
5
EFM
STRATEGY
Directorate of Estates and Facilities Management | Service Level Statement |
67
5:1 EFM Strategy | Overview
5:1
EFM Strategy | Financial Information 5:2
OVERVIEW
With over 420 staff across many trades and disciplines looking after the Brookes built
environment which houses all the activities for all of our students, staff and visitors,
our task is to be all things to all people: innovative and exciting yet financially secure;
extremely responsive yet unobtrusive; open and accessible yet safe and secure; multidisciplinary yet freely communicating, located across many sites yet working closely
together and above all providing excellent services to all our customers. Paul Cross
works alongside our teams of positive and talented people to bring in a new culture of
continuous improvement within a strategic framework with a vision, goals and objectives
and solid business planning process, to meet these challenges. The finance team
represents one of the engine rooms of the Directorate managing the funding of our large
and diverse operation.
The helpdesk is a critical front of house operation receiving and dealing with a myriad of
maintenance issues across the entire estate and making sure that problems are dealt with
in a timely and efficient way.
Sustainability has stopped being an optional extra and will be at the core of the
University’s operations; the recently expanded Sustainability team leads numerous
innovative initiatives including the Eco Campus Environmental Management System,
earning the University it’s well justified reputation as one of the top organisations in the
UK for managing its environmental impact.
The space management team is a much needed new addition to the Directorate and is
responsible for managing space, one of our most precious assets. It will be resolving its
role over the next few months and will provide a range of services including proactive
space planning and strategic asset management.
5:2
FINANCIAL
INFORMATION
To provide financial information on Estate’s issues including insurance calculations,
statistics, costs, building values.
●
●
●
●
●
●
●
●
●
●
●
●
●
Building Insurance Calculations
Estate Management Statistics providing costs on the following:
● Estate Structure linking property to the business
● property costs
● utility costs
● property management costs
● condition and suitability
● other revenue costs
● capital expenditure and value
Financial forecasting information
Provide an annual financial plan
Budgeting information on a monthly basis – providing budgets
across the directorate
Monthly meetings with budget managers to provide update of
spend against resource
Continual analysis of budgets against plan
Raising purchase orders as and when received
Recharges to schools and directorates via IDT and ICT systems
Reconciliation of capital expenditure
Journals both revenue and capital
Monthly check of outstanding commitments liaising with budget holders
Issuing sales invoices
To develop a strategy
for ACCS in support of
the University’s aim to
be “One of The Best”.
68 | Directorate of Estates and Facilities Management | Service Level Statement
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69
5:3 EFM Strategy | Administrative Activities
5:3
EFM Strategy | Space Planning 5:4
ADMINISTRATIVE
ACTIVITIES
●
●
●
●
●
●
●
●
●
●
●
Management of the purchasing system for the Directorate
Organise and administer DMG meetings
Co-ordinate office management functions, purchase of office furniture,
stationery, IT equipment
Focal point for student complaints linked to Estate issues
Responsibility for all financial issues regarding rates and council tax
Control of Estate vehicle fleet, including MOT, Tax, Insurance, AA.
Develop and manage policies and procedure for data protection
Training on Cedar E financials
Display screen equipment assessor
Co-ordinate all staff development training plans
Implementation of financial appraisals
5:4
SPACE
PLANNING
Space is a critical resource within the University and there is an increase in
recognition of its importance to the operation and cost base of the University,
and the quality of the students and staff experience. The space planning team
has yet to develop detailed objectives for the forthcoming year as it was set up
in January 2009. However, it’s first priority will be to understand space use in
conjunction with the needs of the University Schools and Directorates.
Estates Information services
●
●
●
●
●
Added value
Contact Points
Business and Finance – EFM is a cost-based but also a considerable revenue
generator and close financial management has contributed to the exceeding of
targets income produced regularly by the EFM directorate.
Geoff Handley Manager
t 4636
Lynda Collins Finance Officer t 4636
70 | Directorate of Estates and Facilities Management | Service Level Statement
e [email protected]
e [email protected]
●
●
●
Contact Points
Provide information on Estates
AutoCAD drawings on all the buildings
Archibus (space information) on all buildings square meterage,
space planning duties, space allocation, size of rooms
Availability of drawings/plans to students
Production of architectural illustration/photomontage work
Provide a focal point for all Estates queries
Supply listings of all trees on site – age, type, condition, size
Site plans/ordnance survey/aerial photographs
Charlotte Lewis Space Planning Manager
t 484738
e [email protected]
Janne Dawson Estates Information Officer
t 484635
e [email protected]
Directorate of Estates and Facilities Management | Service Level Statement |
71
5:5 EFM Strategy | Estate Help Desk
5:5
EFM Strategy | Sustainability Team 5:6
5:6
ESTATE
HELP DESK
SUSTAINABILITY TEAM
The Help Desk is located in the Gatehouse at Headington Hill
and its opening hours are:
The Sustainability Team advises all schools and directorates on improving
the sustainability of their operations and is headed by the sustainability manager,
Harriet Waters. Harriet is expanding the team which reflects the importance
that Oxford Brookes places on sustainability and corporate responsibility.
Monday – Thursday 8.00am – 4.30pm
Friday 8.00am – 4.00pm
The Sustainability Team’s work centres around identifying all those day-to-day activities
we do across the whole University, and how those activities impact on the environment
around us. An obvious impact is how we use buildings and how much energy is used
to heat and light those buildings. A less obvious impact is the amount of foreign travel
we engage in as an international university.
Any member of staff discovering a maintenance problem should contact the
authorised staff member within their School or Directorate (usually the administrator)
in order that the fault is correctly reported. They will simply dial 4631 or e mail the
help desk at [email protected]
It is imperative that the Help Desk receive as much accurate information as is
available, in particular the exact fault detail and its precise location.
Outside normal office hours voice mail will take and record all requests.
However, in the case of maintenance emergencies out of hours, the person
reporting the occurrence should dial x3939, where an on-call Engineer will
log the details.
The Sustainability Team features in this business plan because it cuts across everything
we do within the University.
Objectives
●
●
The helpdesk can arrange very small works for which a charge is made
(such as the fitting of shelves).
The helpdesk is for maintenance requests only though the services provided
will be expanded over the coming year (2009).
Added value
Contact Points
●
The Help Desk is an effective and well respected first point of contact for
maintenance queries, and it will be taking this tried and tested methodology,
extending it with a new Help Desk system which will include job monitoring, and
expanding the Help Desk role to include other areas such as cleaning requests
in order to make the EFM services more accessible to the users of them
across Oxford Brookes.
Sarah Kerrigan Help Desk Manager
t 4631
●
●
●
Identify communication needs for the Sustainability Team. Develop a sustainability team
identity, communication strategy and map the Oxford Brookes sustainability network
Achieve systematic environmental management at the University. Implement a
robust Environmental Management System to ensure operational compliance
with environmental legislation. The system will measurably improve environmental
performance by, for example, reducing carbon emissions, increasing biodiversity
and minimising waste
Review organisational structure and staffing of Sustainability Team. The structure
and governance of the team should reflect its applicability to all parts of the
University community
Review budget for use on sustainability issues. Harness external funding
where appropriate
Enable staff and student behaviour to reflect the principles of sustainability.
The University has social, economic and environmental impacts both locally and
globally; we should increase the positive impacts and reduce the negative ones
Achieve ISO14001 by September 2009
The sustainability team objectives will be reviewed on an annual basis.
e [email protected]
Added Value
Tas Khan Help Desk Assistant
t 4631
e [email protected]
Eiry Lewis Help Desk Assistant
t 4631
e [email protected]
Contact Points
This team co-ordinates CR exercises across the University to a certain extent
and we will be expanding this role further. It identifies and raises grant monies
(e.g. SALIX) and it keeps the Oxford Brookes profile as a considerate neighbour
and conscientious world citizen high through participation in award schemes,
benchmarking initiatives and quality standards (eg ISO 14001).
Harriet Waters Sustainability Manager
t 4634
e [email protected]
Mary Horan Sustainable Travel Co-ordinator
t
e [email protected]
Post being advertised Energy and Carbon Reduction Manager
t
e
Ryan Scott Sustainability Team Intern
t 4647
72 | Directorate of Estates and Facilities Management | Service Level Statement
e [email protected]
Directorate of Estates and Facilities Management | Service Level Statement |
73
6
CAPITAL
PROJECTS
Directorate of Estates and Facilities Management | Service Level Statement |
75
6:1 Capital Projects | Overview
6:1
Capital Projects | Aims 6:2
OVERVIEW
6:2
Is to engage with colleagues and stakeholders within and outside of the University
to deliver lasting and sustainable change through the built environment.
AIMS
●
We will communicate any event or issue arising from our work or planned work
which might impact on others within the University or external to it in a timely
and accurate fashion.
●
The Capital Projects team consists of three project managers, a project administrator
and a Clerk of Works, together with the Project Director, Yannis Roussos.
●
●
This highly-motivated and imaginative team is located in the Richard Hamilton
Building and co-ordinates a raft of technical consultants from architects to
interior designers, in delivering the Space to Think projects, as part of the
Brookes Masterplan.
Contact Points
Creating a new Masterplan
● Creating and sharing with everyone the art of the possible, by combining original
design flair together with solid knowledge of what has worked before and an open
mind of what will work well in the future
Exploring and agreeing the Masterplan
● Changing the way people view and use our future services
Realising the Masterplan
Delivering the agreed Masterplan
● Procure Phase 1 Masterplan Works (over next 5-6 years) circa £150M
● Establish a University-wide Art Strategy (with negotiated S106 contributions)
● Create an External Works Design Guide
● Closely work with the local planning departments
● Create sustainable environments and developments
● Set up, and operate all necessary, systems to deliver the Masterplan
Paul David Austin Manager (Capital Projects)
e [email protected]
t 4714
Sally May Merchant Administrator (Capital Projects)
e [email protected]
t 4716
Andrew Moore Capital Project Manager
t 4700
e [email protected]
Yannis Roussos Associate Director (Capital Projects)
e [email protected]
t 4740
Luigi Scalera Manager (Capital Projects)
t 4718
e [email protected]
to deliver lasting
and sustainable
change through the
built environment.
76 | Directorate of Estates and Facilities Management | Service Level Statement
Directorate of Estates and Facilities Management | Service Level Statement |
77