Housing and Residence Life offers quality, safe, well-maintained residential facilities. When living in an on-campus facility, knowing how and when to report facilities issues can make a big difference in your comfort and safety. It is also important to understand response times and how our team will address these issues. Residents are encouraged to familiarize themselves with our Facilities Service Levels to ensure that all concerns are addressed promptly and appropriately. Here's a breakdown of what resident should know.
There are three service levels – routine, urgent and emergency. Each service level has a different set of criteria and is used to determine how quickly our team can respond. It's important to note that response time does not equate to resolution time. While it is our goal to resolve all issues, some requests require resources or actions not yet available.
Routine Service Requests
Response Time: Within 3 business days
What It Covers: Routine issues are minor inconveniences that do not affect the safety or immediate usability of your living space. These are typically handled during normal working hours.
Examples include but are not limited to:
- Slow but functioning drains
- Bed lofting requests
- Broken blinds
- Non-working electrical outlets
- Caulking or wear and tear
- Cabinet or drawer repairs
- Floor maintenance (if not a safety hazard)
How to Report: Submit a request through My Housing. Be sure to include your @gatech.edu email address in the “Reported By” field.
Urgent Service Requests
Response Time: As soon as possible, or within 24 hours
What It Covers: Urgent issues are serious but not life-threatening. They require quick action to prevent escalation but do not pose an immediate danger.
Examples include but are not limited to:
- HVAC problems
- Environmental growth (e.g., mold)
- Clogged drains or toilets in shared facilities
- Significant pest control issues
- Broken or unusable furniture
- Water intrusion (leaks, not active flooding)
- Missing furniture or blinds
- Work orders open for more than 7 days
- Broken appliances or fixtures
How to Report: Submit a request through My Housing. Be sure to include your @gatech.edu email address in the “Reported By” field.
Emergency Service Requests
Response Time: Immediate response until the issue is stabilized or resolved
What It Covers: Emergencies involve direct threats to life, safety, or structural integrity. These require immediate attention and often involve emergency personnel.
Examples include but are not limited to:
- Active flooding or sewage issues
- Elevator entrapment
- Single elevator or building utility outages
- Lock/access problems
- Major plumbing or water outages
- Fire alarms with visible smoke or fire
- Building-wide power outages
- Broken exterior doors compromising safety
How to Report: If there is a fire, elevator entrapment or life safety issue contact GTPD via phone at 404.894.2500. All other issues, contact the Housing Help Desk, Monday - Friday, 8:00 a.m. - 5:00 p.m. For after-hours assistance contact the RA on Duty, their information can be found on the navy card on their door or the exterior door of your residence hall.