Vision, Mission and Values

Our vision is to be recognised as delivering world class facilities that support world class research, teaching and learning

Our mission is to develop, maintain and manage the University estate in a safe, efficient and sustainable manner, ensuring the continued enhancement of our unique physical heritage and the provision of a world class research, teaching and learning environment.

We aim to be an exemplary service department, delivering the highest quality services to our customers, in line with the overall strategy of the University. We put customers at the heart of what we do, and across the department you can expect us to adhere to the following values:

  • Continuous improvement – using a variety of methods, including measuring satisfaction, setting challenging targets and monitoring our performance against service level agreements
  • Consultation – in order to provide a service that meets the needs of our customers
  • Openness, transparency and clarity – about what we do and how we do it
  • Timely services – delivered to mutually agreed timescales. Where this is not possible we will keep customers informed as to why, and when a resolution can be expected
  • Fair and equal treatment – of all customers, staff, partners and suppliers, recognising the value of diversity
  • Listening – to feedback, suggestions and comments, actively sought from our customers, and improving our services where practicable as a result

In addition, you can expect our staff to:

  • Be polite, professional and act with integrity at all times
  • Be appropriately trained with opportunities for continuous development
  • Listen to customers’ needs and understand their priorities
  • Show pride and dedication in the work they do

To support these values, each section of Estates Services will have their own standards and targets for service delivery, timeliness and quality, which will be published on the relevant team web pages.

There are a number of ways that you can help us to deliver on our promises and provide the services you need, including:

  • Telling us when we fail to demonstrate the values above
  • Providing us with requested information in a timely manner
  • Communicating works to all staff within your building
  • Responding to engagement and consultation with constructive feedback and suggestions
  • Treating our staff with courtesy and respect