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A 24/7 maintenance helpdesk supported by the Equans ‘Planon’ maintenance management system is available. During office hours (08:30 to 17:30 Monday to Friday) the helpdesk will be staffed by the Estates Division team based at Laundry Farm. Outside of working hours the helpdesk will switch to the Equans 24/7 Shared Service Centre but can still be reached on the same phone number.

Maintenance requests can be logged in a number of different ways:

Call the 24/7 maintenance helpdesk on 01223 337784

Urgent issues should always be notified by phone to enable our team to engage with the caller and ensure the appropriate action is taken.

For ground maintenance issues email the ED Grounds Maintenance Team at:

Complete an online form at

A Raven login is required to access the online form.

Regular users will be provided with a login to the Planon self-service web portal which enables them to directly raise maintenance tasks and track their progress.

While out of hours maintenance requests should be reported to the maintenance helpdesk, all emergencies and incidents should be reported to the University Security Control Centre, who will then coordinate a response and notify relevant parties including the maintenance helpdesk as necessary. The Security Control Centre also provides a key holder and alarm monitoring service for the estate. The Security Control Centre can be contacted 24/7 on 01223 331818.

Automatic email updates will be sent to the person who requests a maintenance job when it moves to a new stage (job assigned, parts received, job completed etc) - there is no longer a need to log in to the portal or to call the helpdesk for updates. 
A short survey will be sent at job completion so that instant feedback can be shared. Please do take the time to complete this so that the service can continue to be improved. 

Maintenance Service Guide

The Maintenance Service Guide below provides details of how the new Equans partnership will work, including the scope of services, the contracted service standards, and the interfaces with activities carried out by building management staff within Departments and Institutions. Please note this document is restricted to University of Cambridge staff with a Raven password.