In Queen Mary halls - MAY 2026 UPDATE

The Estates and Facilities Helpdesk provides you with a single point of contact for all maintenance, cleaning and grounds issues in Queen Mary Halls at the Charterhouse Square, Mile End, and Whitechapel Campuses. Using the self-service portal, you can raise a service request and track the progress of the repair through to completion.

If you are a resident of Aspire Point, Blithehale Court, or Sherren House, you should report all issues to the Reception in your building.

Urgent Issues

You should report any issue that could cause harm to yourself or other residents or further damage to your accommodation immediately to the Residences Reception. The Residences Reception is open 24/7 and is located on the ground floor of France House, on the Mile End Campus. You can also contact the Residences Reception by telephone on 020 7882 6470.

Non-urgent Issues

We encourage you to raise an online request for all non-urgent cleaning or maintenance faults using the Estates and Facilities Portal. Although, you may also report these by email to eaf-helpdesk@qmul.ac.uk, over the phone on 020 7882 2580, or in person at the Residences Reception if you prefer.

User guide:

If you prefer to download a guide to using the Estates Helpdesk, you can use the link below:

Estates Helpdesk Planon Self Service (PSS) User Guide v1.pdf [PDF 506KB]

You can also follow the step-by-step guide to using the Estates and Facilities Helpdesk Self-Service Portal below and find out more about named maintenance days separately for checks we have to complete for building safety:

1. Access the portal online at helpdesk.qmul.ac.uk and enter the username and password allocated to you by IT.

2. Select the relevant service: To raise a cleaning, grounds or maintenance request select Estates and Facilities (not Report an IT issue or IT Request).

3. You will then be logged in and redirected to the homepage of the Estates Helpdesk system, here you will see:

• Welcome: Essential information, including hours of operation and contact methods.

• Work Requests: The ability to submit estates related requests via the Estates Helpdesk.

• My Requests: View, track, and update your service requests.

4. To submit an Estates Helpdesk request, click onto the relevant work request category:

• Maintenance

• Portering

• Cleaning

• External Areas

• Pest Control

• Security

• Signage

• Anything Else

Once you click onto a relevant category, you will be presented with a lit of available services, see the example for Maintenance below:

The listed options are ordered by historic frequency of use. Once you click onto an option you will either be presented with another (filtered) list, or be taken to a request details screen, as shown below:

Fill in all the boxes that are relevant. Those boxes marked with a red asterisk * are mandatory, the rest are optional.F

• Requestor: This field defaults to your Single Sign-On (SSO) login information i.e. your name and email. To select another student, click the blue chevron icon to the right of the box

• Property Name: Select your building name (or campus) here. You can begin typing the name to see matching

records or click the blue chevron icon on the right to choose from a full list.

• Floor: Select the relevant floor here. If you have selected campus, then no floor options will be available.

• Space: Select the relevant space (room). If you have selected campus, then no room options will be available. N.B If you live in Stocks Court, the building information is not yet accurate to show flats and room numbers - please enter the location of your issue in the 'Comments' section e.g. Flat 40 kitchen Stocks Court, or Room 28B Stocks Court to avoid delay.

• Asset: Select an asset (if applicable). Note: assets will be filtered to the space selected. 

• Description: A brief, read-only summary of the selected service type.

• Questionnaire: A series of radio, drop down or multiple-choice dynamic questions.

• Comments: Additional work request information. Feel free to add the location information here too if you want .

• Attachments: the ability to add images or documents in support of your request.

You may then submit your request to view a confirmation page. Alternatively, you can save and add another request if you have multiple items to submit. You may also cancel and return to the service list.

My Requests Section

Here, you can view, track, and update your service requests. You can search by job number, description, status, or reported date. For multiple requests, each screen displays 10 jobs.

For further information, click on the relevant job to go to the request details page

On this page you may either cancel the request or add a note

Notes will be saved to the request and emailed to the Estates Helpdesk for action. The person who requested the ticket will receive an email acknowledgment for their records.