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Customer Services Centre

Contact us

Online

Customer Services Centre (Imperial College login required)

Phone

Internal: 48000
External: 020 7594 8000

Email

Customer Services Centre (emails are processed within office hours)

Visit

We're on the 5th floor of the Sherfield Building at South Kensington campus

Customer Services Centre (CSC) provides a central point of contact for all members of Imperial, across the wide range of services, not just repairs and maintenance.

If we can’t help we probably know someone who can!

CSC is open between 07.00 and 18.00 hours, Monday to Friday. Outside our office hours your call will be answered by Security, who will take note of your enquiry and report it to the relevant staff.

Our team handle around 50,000 re‌active maintenance requests each year, and a further 25,000 planned preventative maintenance tasks on more than 14,300 assets.

The team work to BS 8477:2007, which is a nationally recognised Code of Practice specifying best practice customer service and customer surveys reveal a 93% customer satisfaction rate.

What is Planon?

Planon is the Computer Aided Operations Management (CAFM) system. Extensively used throughout the Higher Education sector, it enables our team to efficiently plan, execute and monitor all activities including: reactive and planned maintenance; asset management; work permits; cleaning and waste requests and other operational and customer-related facility services. Information from Planon software allows our teams to improve our long term planning of maintenance services and ensure full alignment with core needs.

What does Planon offer the customer?

Planon is a cloud-based system and we hope you find it easy to use, the online portal provides you with information on the status of your service requests. On this link you can find more information and guidance on Raising a Planon request‌. If the building defect has caused, or could cause, an incident/accident you should also report it online using SALUS.

We welcome your feedback on your Planon experience and so all service requests come with a link to our customer satisfaction survey.

Additional Planon user guides: Maintenance Supervisor / Maintenance Technician.

Report a building defect or fault

Building emergency

Emergency contacts for each campus

Priority codes and response times

Your service requests are prioritised according to urgency. From Monday 3 July 2017 the codes we use are as follows:

Priority codes and rectification times
Priority	Attendance Time	Campuses	Rectification Times
Emergency	Within 30 mins	South Kensington - at all times	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	White City campus - 07.00 – 19.00 hours Monday - Friday	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	White City campus - At all other times College Security to be first responder	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	St Mary’s; Charing Cross & Hammersmith medical campuses - 07.00 – 19.00 hours Monday - Friday	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	St Mary’s; Charing Cross & Hammersmith medical campuses at all other times - College Security to be first responder	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	Royal Brompton campus - 07.00 – 18.00 hours Monday - Friday	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	Royal Brompton campus- At all other times College Security to be first responder	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	Silwood Park campus - 08.00 – 16.00 hours Monday - Friday	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Emergency	Within 30 mins	Silwood Park campus at all other times - College Security to be first responder	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Priority - High	Within 4 hours	During business hours of 07.00 - 19.00 Monday to Friday at South Kensington, Hammersmith, St Mary's & Charing Cross; 07.00 to 18.00 hours at Royal Brompton campus	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Priority - Medium	Within 2 days	During business hours of 07.00 - 19.00 Monday to Friday at South Kensington, Hammersmith, St Mary's & Charing Cross; 07.00 to 18.00 hours at Royal Brompton campus	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Priority - Low	Within 7 days	During business hours of 07.00 - 19.00 Monday to Friday at South Kensington, Hammersmith, St Mary's & Charing Cross; 07.00 to 18.00 hours at Royal Brompton campus	2 Hours from time of attendance to repair or advise customer of further action required with estimated timescale for completion
Minor Works	Written quotation supplied	All campuses - at all times	10 days from request
Hazardous waste removal	Soft Services team will contact to agree time frame	All campuses - at all times	Soft Services team will contact to agree time frame

FAQs

Opening times

Monday to Friday 07.00 - 18.00 hours

Outside our office hours your call will be handled by experienced shift engineers