One clear route. Requests kept in view.

Facilities Helpdesk

Support available by arrangement for logging facilities requests, coordinating agreed follow-up and keeping your workplace team informed.

Discuss your requirements

A service shaped around you

Facilities Helpdesk,with your priorities in mind.

A facilities helpdesk makes it clear how to raise an issue and what happens next. Our service brings together agreed request channels, routing responsibilities and progress updates around your organisation’s needs.

Who it’s for

Workplace and property teams looking for a more organised way to coordinate routine facilities requests across their premises. The proposed process reflects your points of contact and approval arrangements, helping staff understand the route for non-emergency issues and updates.

The scope of your service

What your service can include

Hours, response expectations and the work covered will be confirmed before the helpdesk service begins. Select an area below to explore what can be included.

Request logging

Capture agreed information about facilities issues through the channels selected for your organisation. The proposed process defines the information required and how requests will be identified, subject to agreed operating hours.

Clear routing

Pass requests to the appropriate named team or approved contractor using your agreed responsibilities and escalation routes. Priorities and authority to instruct work are established in advance, with emergency procedures remaining separate.

Progress updates

Keep request status and next steps visible through an agreed communication process. Update frequency and the responsible contacts are agreed so expectations reflect the service arrangements and available information.

Useful reporting

Summarise request volumes, outstanding items and recurring issues within the agreed reporting scope. The proposed reporting format is agreed with your team, supporting review without implying unconfirmed response or resolution guarantees.

Authorisation and closure

Agree who can approve additional work and what information is needed to close a request. The proposed process distinguishes coordination from contractor delivery, with costs and service availability confirmed separately.

Discuss your requirements

A clear plan. Accountable delivery.

Map your requests

Tell us about the issues your team receives, the premises covered and your existing contacts. This gives the discussion a practical starting point, focused on the priorities that matter to your organisation.

Define the response process

Agree hours, priorities, routing and what needs authorisation before work is instructed. The proposed specification makes responsibilities and exclusions clear, with any additional requirements confirmed separately.

Keep your team informed

Set out progress updates, closure information and reporting arrangements. Communication and next steps are agreed with your nominated contact, providing clarity around the proposed arrangement.

Useful to know

Your questions, answered.

The helpdesk scope will make clear which requests are covered and who is responsible for acting on them.

View all office services

For background when defining contractor responsibilities and coordination, see HSE’s guide to managing contractors.

Will the helpdesk operate 24 hours a day?

Operating hours and response targets have not been confirmed. They will be agreed before service starts; this page does not offer a 24-hour emergency line.

Does logging a request include the repair cost?

No. Repairs, call-outs, materials and contractor charges require separate agreement unless explicitly included in your service arrangement.

What happens with emergencies?

Your established emergency procedures remain the route for immediate danger or urgent incidents. The facilities helpdesk is not an emergency service.

How would staff submit a request?

Request channels would be selected with your organisation before service begins. The proposed process would set out the information needed, operating hours and the route for progress updates.

Can existing contractors remain involved?

Yes, the proposed routing process can be discussed around your existing teams and approved contractors. Responsibilities and authority to instruct work must be agreed separately.

How would reporting be tailored to our organisation?

We would agree the information you need, reporting frequency and intended recipients. The proposed scope would distinguish request coordination from responsibility for contractor delivery and resolution times.