Estates Helpdesk & fault reporting

How to report a fault and contact the Estates Helpdesk.

The Estates Helpdesk is the central point of contact for all customers.

Any faults in University buildings should be submitted online by nominated Fault Reporters

Web access is available to nominated staff who have a responsibility for reporting maintenance issues for their building and/or department.

Access the online Estates Helpdesk (nominated users only)

Find the authorised Fault Reporter for your building

What to do in an emergency

In the event of an emergency e.g:

  • people trapped in a lift
  • gas leak
  • forced entry to a building

telephone the Helpdesk on 0131 650 2494 (ext 502494).

Outwith the Helpdesk hours, please contact the University's Security team:

0131 650 2257

ext 2222 (emergency, internal only)

Report  faults/request services via the Estates Helpdesk

If you are not a nominated Fault Reporter, you can contact our telephone Helpdesk:

0131 650 2494 (ext 502494)

8am-6pm, Monday-Friday

Please be ready to tell the Helpdesk Technician:

  • Your name & job title
  • Your contact details
  • The exact location of the fault, building, floor, room number
  • A brief description of the fault or request - please provide as much information as you can (e.g loss of heating, dripping tap, ). This will help the Helpdesk Technician to assess the fault and assign it to the appropriate work team.

You will be given a unique reference number which should be retained to track progress. 

How do I become a nominated user?

Access to the new Estates Helpdesk fault reporting system is restricted to nominated users due to current license restrictions.  New applications for nominated users can be made where an existing user can be replaced, or where the business requirements have changed.

Applications will only be considered upon receipt of a completed application form signed by your Head of Section/Director of Professional Services. 

Please submit application forms to

Estates Helpdesk

About the Helpdesk team  

Our Helpdesk Technicians process fault reports received either from the online Helpdesk or by the information received by telephone and passing them to the relevant work team for action. The Helpdesk is staffed by Eileen Mullan, Emma Lewis, Gordon Pollok, Matthew Grant and Felicity Halfpenny. They are responsible for managing all fault reports and work requests.

About the Maintenance Services team

We have technical and craft trained staff who carry out general maintenance/repairs related to their skills and expertise. The maintenance of University buildings is carried out by these staff and external contractors employed by the Estates Department. The teams are organised into five area teams - geographically focused rather than College focused and will be supported by trade specialists.