HPU Students Q & A

Have a problem with an item in your room or suite that needs fixing?

• Please place a maintenance request using the Fixit template below.

When will your Fixit request be received?

• Requests transmit electronically as soon as entered. 
• Requests are accessed and checked Monday through Friday during regular business hours 8:00AM to 5:00PM.

What kinds of problems should be sent in on the Fixit template?

• Maintenance requests that should be entered are for all general and urgent repair issues including, but not limited to, the following: clogged sinks or toilets; slow draining sinks or showers; garbage disposal, refrigerator, stove top, oven, or microwave repairs; window, screen, jalousies, or window covering issues; electrical or light switch issues; television, internet, or cable problems; lock or door issues; bug or pest problems.
• When submitting requests please be specific as to exactly where the issue/problem is located in the unit. Attaching a photo is also very helpful.

What if your request is for an emergency problem?

• For all emergency problems such as overflowing water, leaking gas, or fire, please immediately do the following:
• Fire and leaking gas: immediately call 911 and exit the building.
• Overflowing water: Executive Centre – contact EC Security.  Kalo Terrace – contact the HPU CA’s on duty and/or the On-Site Building Manager.

What happens after the Fixit request is submitted?

• You will be notified by email that your request has been received.
• Your request is then entered as a work order for our Facilities/Maintenance team to respond to.
• You may be contacted via phone call, email, or text if we need additional information.

Does the resident need to be present for the repair?

• You do not need to be present for the repair.
• In order for us to effectively fix most of a rooms issues we need to have access. By entering a Fixit request you are automatically permitting us and any approved vendors to enter your room to complete said repairs.
• If your issue is bug/pest related, you will be advised in advance as to how to prepare your room for any extermination that must take place.

How long does it take for a Fixit request to be completed?

• All requests are prioritized by date and time received and type of problem.
• Steps are taken to correct urgent problems immediately and/or within 3 business days, for any repairs necessary to provide sanitary and habitable conditions. Examples: refrigerator not working, toilet backed up, front door not locking, and the like.
• General/non urgent repairs will be started as soon as possible and within 10 business days of notification at the latest. Examples of a non-urgent request: dripping faucet, slow to drain sink, blinds not closing properly, microwave not heating, and the like.