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 Customer Handbook

View, download, and print the Facilities Services Customer Handbook HERE.


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Learn more about what services are covered by Facilities Services and what services are billed to customers HERE.


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Services

Responsible for the overall maintenance and operations of the University’s facilities and grounds, Facilities Services ensures that students, faculty, staff and visitors experience a campus that is functional, attractive, safe and conducive to the pursuit of academic excellence in teaching and research.  Services provided to the campus community include:

 
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Billing

The Business Operations office manages accounts related to customer service requests. To access account, work order and transaction information, visit the Financial Portal HERE.

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Climate Control and HVAC

The HVAC (Heating, Ventilation, and Air Conditioning) team maintains, optimizes, and improves indoor air quality, energy efficiency, and occupant thermal comfort. Additionally, the department ensures proper functioning of certain refrigerated food service equipment, critical scientific refrigeration, and specialized laboratory environmental controls. To request preventive and corrective maintenance, technical service, emergency calls (24/7), and installations/upgrades, please call or submit a work request HERE.

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Construction (under $500,000)

Facilities Services provides design, construction and project management services to assist University customers with accomplishing informal construction, renovations, repairs and maintenance projects. Informal projects are any projects with contracted costs estimated to be less than $500,000. Available in-house services include:

  • Architectural and interior design
  • Mechanical, electrical and plumbing engineering design
  • Construction estimating services
  • Project management
  • Small Jobs
  • Carpentry
  • Electrical
  • Painting
  • Plumbing
  • Sheet Metal
  • Signage

To request any of these services, please call or submit a work request HERE.

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Elevators

UNC elevators are maintained by licensed elevator maintenance contracting companies. To report any problems with elevators during normal business hours, call or submit an online work request with Facilities Services HERE. During non-business hours, call the Department of Public Safety.  Facilities Services will dispatch the appropriate party and call the Department of Public Safety if an elevator evacuation is necessary.

All elevators are also equipped with in-car phones that connect directly with the Department of Public Safety Dispatcher’s Office.

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Energy Management and Reduction

Making campus buildings more energy efficient saves money and supports the University’s commitment to be climate neutral by 2050. The Energy Management Department works with building managers and occupants to implement energy conservation measures that achieve significant energy savings.

These measures include building energy audits, heating and cooling temperature standards, building setbacks during unoccupied periods, installation of energy efficient fixtures, and more. If you have questions regarding existing energy reduction practices, or recommendations for future energy conservation practices, visit save-energy.unc.edu.

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Events Planning

If hosting an event outdoors, please consult with the Grounds Department to ensure preparations are made to protect the landscape. Needs vary according to location and event, and may include tree fencing and limits on vehicular traffic in the set-up of the event. Consult with the Grounds Department for all events taking place on the Historic Quads.

“Green Events” is a program that helps event planners host more sustainable, less wasteful events. Events that meet certain benchmarks for being low-waste and/or educational are able to use the “Carolina Green” logo in event promotion. Visit carolinagreen.unc.edu to learn more about planning “green events.”

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Fire Alarms and Sprinklers

The Life Safety Department is responsible for the testing and inspection of all fire alarm and sprinkler systems. For all questions, comments, or requests related to building fire alarm and sprinkler systems, please call or submit a work request HERE.

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Furniture/Equipment Loan

Items available for short-term loan include tables (6’ x 3’), chairs, trashcans, hand trucks, and dollies. Complete a short-term loan form HERE to receive a loan. Once a loan request form has been submitted and received, you will be contacted by the Moving Crew to schedule a date/time for delivery/pick-up. Equipment setup is not included.

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Grounds

The Grounds Services Department routinely does grounds maintenance. Services performed include:

  • Shrubs: planting, pruning, fertilizing, controlling insects and diseases, mulching, and watering
  • Grass: planting, cutting, fertilizing, and controlling weeds, undesirable grass, insects, and disease
  • Trees: planting, pruning, controlling pests, and removing trees when necessary
  • Seasonal flowers: install and maintain annuals and perennials in color bed areas
  • Litter removal and leaf recycling
  • Parking lot cleaning
  • Forest and trail management at Carolina North
  • Capital Projects: Grounds reviews landscape plans for new facilities and provides site preparation, plant purchase and installation of all newly installed landscapes
  • Landscape improvements: renovation and repair. Grounds Services works with the UNC Landscape Architect to provide for landscape design plans for projects funded by campus departments, and provides installation services for these improvement projects.

For all grounds-related questions, comments, or requests, please call or submit a work request HERE.

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Housekeeping (Extra/Missed/Emergency)

Custodial services are regularly performed in academic, administrative, laboratory, research, physical education, residence halls, and allied buildings on and off campus. Special requests, concerns, recommendations, or questions about custodial services may be submitted HERE.

Emergency housekeeping services are provided in situations where the health and welfare of individuals are endangered, or when buildings, equipment, or property could be damaged or destroyed. Examples include fire or flood. For emergency housekeeping services from 8:00 AM to 5:00 PM, Monday through Friday, contact the Housekeeping Office. At other times, contact the Department of Public Safety.

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Housing Repairs

Send a request to fix dorm rooms or any other area in residence halls by simply sending a message to FixMyRoom@fac.unc.edu. Be sure to include the building and room number where the problem is, and include your name and phone number so we can contact you if we have any questions. Alternatively, you may fill out the On-Line Housing Repair Request HERE
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Interior Design, Furnishings, and Cabinetry

The Interior Design Department works with campus clients to integrate practical, technical, and aesthetic factors in designing building interiors. Projects range in scope from office layouts to complete building interior renovations. Working with Facilities Services ensures seamless project management with other campus services, access to a huge variety of vendors and contractors, and adherence to applicable building regulations. Services include, but are not limited to:

  • Space Planning: code compliance and furniture layout
  • Coordination of architectural finishes: paint and wallcovering, flooring materials, fabrics, architectural lighting, window treatments
  • AutoCAD drawing: schematic planning
  • Procurement and project management
  • Support of capital projects and renovation work
  • Custom cabinet work

For all interior design services requests, please call or submit a work request HERE.

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Keys and Locks

Facilities Services creates and maintains the University’s lock and key system, including schematics, codes, product standards and equipment maintenance. For all questions or requests regarding keys and locks, please call or submit a work request HERE. For requests related to electronic card access systems, contact the UNC One Card Office.

Broken or damaged keys must be returned to Facilities Services. Report lost, stolen, or un-returned key/access devices immediately through the appropriate department head to the Department of Public Safety.

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Lights

To request the replacement or repair of building lights or lighting systems, please call or submit a work request HERE. This may include dim or nonfunctional lamps, inoperable light switches, or other lighting malfunctions. If the outage poses any danger or requires immediate attention, contact the Department of Public Safety.
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Mail Services

U.S. and campus mail may be placed in centrally located collection boxes in most University buildings. Mail may also be taken to the Campus Mail Center on the ground floor of the Bioinformatics Building, at the corner of Mason Farm Road and Daniels Drive.

University Mail Services offers a wide variety of services to meet your postage and shipping needs. These include:

  • Inter-office campus mail
  • Incoming and outgoing U.S. mail
  • Large volume campus mailings
  • On-call pickups of large mailings
  • Database management
  • National change of address
  • State Courier services

Notify the Campus Mail Center in advance of large bulk mailings, including both U.S. mail and campus mail, so that pickup and handling may be arranged. Bulk mail (now called Standard Non-Profit) is defined as at least 200 pieces or 50 pounds of identical mail. For all questions or requests regarding University Mail Services, please call or submit a work request HERE.

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Motor Pool/Car Rentals

The University maintains a small fleet of mid- and full-sized sedans, and mini- and full-sized vans for departments and student organizations that require the use of a motor vehicle. Reservations by UNC-recognized student organizations are permitted provided they are coordinated through the organization’s advisor/program director and provided that all drivers are on the UNC payroll. For vehicle information, rates, and to submit a reservation, please call or submit a work request HERE.
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Moves (On-Campus)

Moving services are available for “small jobs” on campus that do not take more than eight to complete. These include office relocations (up to 20 boxes), room evacuations, and items bound for the landfill or surplus. Unfortunately, we are unable to move technology equipment such as computers, printers, and copiers. A move request should be submitted online HERE. Once a move request has been submitted and received, you will be contacted by the Moving Crew to schedule a date/time for the move. The moving service does not include the assembly or disassembly of modular furniture. If you require this service, please make a general work request and note this information on the request. There is a charge for moving services.
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Painting

Facilities Services provides routine painting of interior and exterior surfaces as needed. To report issues related to paint conditions or request additional painting services, please call or submit a work request HERE.
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Pest Control

The Grounds Services Department provides routine grounds maintenance, which includes pest control. To request additional or interior pest control, please call or submit a work request HERE.
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Power Outages

Power outages may be the result of larger issues related to electrical wiring, plug load, or energy distribution. In the event of isolated power outages (i.e., not the whole building), please call Facilities Services for repair. For widespread power outages (i.e., building-wide or campus-wide), contact the Energy Services Department. If the power outage poses any danger, contact the Department of Public Safety.
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Recycling & Composting

University waste reduction policy states, "each member of the campus community must assume his or her responsibility to recycle all possible wastes." In addition, source reduction (minimizing the generation of waste) should take precedence, even over recycling.

The Office of Waste Reduction and Recycling promotes comprehensive waste reduction practices and provides effective solid waste services including recycling, composting, and trash disposal. Recycled materials include:

  • Basic materials such as mixed paper, plastic bottles, cardboard, glass, cans, phone books, printer cartridges, athletic shoes, and plastic transparencies
  • Technological waste such as personal cell phones (work cell phones go to Surplus Property), computer equipment, and CD/DVDs
  • Confidential paper
  • Construction and demolition waste

The costs for recycling services are typically covered under general building maintenance or special waste handling fees. To request new recycling service, schedule a recycling pickup, or arrange for temporary bins, please call or submit an online work request with Facilities Services HERE. Green Event services, including extra recycling bins, compost bins, and consultation, are also available from the Office of Waste Reduction and Recycling. For hazardous materials recycling, including batteries, mercury, silver, and more, please contact the Department of Environment, Health and Safety.

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Renovations

Facilities Services provides design, construction and project management services to assist University customers with accomplishing informal construction, renovations, repairs and maintenance projects. Informal projects are any projects with contracted costs estimated to be less than $500,000. Available in-house services include:

  • Architectural and interior design
  • Mechanical, electrical and plumbing engineering design
  • Construction estimating services
  • Project management
  • Small Jobs
  • Carpentry
  • Electrical
  • Painting
  • Plumbing
  • Sheet Metal
  • Signage

To request any of these services, please call or submit a work request HERE.

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Repairs

Certain maintenance and repair functions are completed on a regular schedule. For other maintenance or repair needs, Facilities Services depends on requests for service from building occupants. These include exterior painting, interior painting, mechanical equipment maintenance, electrical systems maintenance, and the repair of water, air, gas, steam, and sewer systems. Repairs utilize the services of roofers, masons, carpenters, locksmiths, painters, plasterers, electricians, or other trade professionals. To request any of these services, please call or submit a work request HERE.
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Service Station

The University operates a Service Station, located in the Giles F. Horney Complex on Airport Drive, as part of the Facilities Services Division. University vehicles are to be serviced (lubrication and oil change) every 5,000 miles or six months, whichever occurs first. Normal service from the Service Station also includes tire rotation and a safety check to supplement the annual State-required safety inspection.

The Service Station does not do body work, but will arrange for it to be done by a local vendor. An estimate can be provided before the work is done. Major repairs such as engine or transmission replacements are done by the service station with an estimate to the customer before the work is done. To request services, please call or submit a work request HERE.

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Sidewalks

Campus sidewalks and pathways are maintained by Facilities Services. To report damage to sidewalks or pathways, please call or submit a work request HERE.
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Signs

The Sign Shop is responsible for the fabrication, maintenance, installation and oversight of signs on campus. The Sign Shop is also available to create high quality, custom signage for campus customers. To report concerns related to campus signage or request new signage, please call or submit a work request HERE.
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Storm Drains

Each month, a percentage of storm drains are scheduled for inspection and are cleaned by the Grounds Services Department. Grounds Services also maintains the green roofs and permeable pavement parking lots on and off campus. To report blocked or overflowing storm drains on campus, please call or submit a work request HERE.
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Surplus Equipment

Any university-owned furniture or equipment that is functional, but no longer needed must be sent to Surplus Property. To arrange for pickup and delivery of items to Surplus Property, submit a work request HERE.
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Temperature/Humidity Monitoring

24-hour temperature/humidity monitoring services are available to campus customers. To learn more or request service, please call or submit a work request HERE.
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Trash

While routine trash collection and disposal is a scheduled service, additional service or collection bins may be requested to accommodate special events, moves, or litter on campus. To arrange for temporary trash bins, please submit a Housekeeping equipment loan request on the Facilities Services website. To arrange for temporary recycling and compost bins at a special event, please call or submit an online work request with the Office of Waste Reduction and Recycling HERE.

To report litter that needs to be cleaned up in campus buildings, please call or submit an online work request with the for Housekeeping Services HERE. To report litter that needs to be cleaned up on campus grounds, please call or submit an online work request with the for Grounds Services HERE. To report a trash or cardboard dumpster that needs emptying or repair, or a compactor that isn’t working, please call or submit an online work request with the Office of Waste Reduction and Recycling HERE.

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Water Use and Conservation

By using products and practices that conserve water, UNC saves money and helps reduce demand for Orange County’s limited water supplies. Building occupants can help this effort by promptly reporting water leaks and waste. To report a leak, please call or submit a work request HERE.
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Weather Response

Adverse weather includes flooding, thunderstorms/lightning, tornados, hurricanes, snow, or ice. In the event of adverse weather, Facilities Services is responsible for securing the campus, removing debris, and repairing any damage to campus buildings and grounds. In the event of snow and/or ice, Facilities Services is responsible for deicing campus roads and walkways as necessary. Requests related to weather preparedness or damage can be made by calling Facilities Services. If the damage poses any danger or requires immediate attention, contact the Department of Public Safety.

To determine the current adverse weather status of the University, call the Adverse Weather and Emergency Phone Line at 919-843-1234. During adverse weather incidents, status updates will also be communicated on the University’s homepage at http://www.unc.edu.

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