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New reactive maintenance provider from 7 September 2026

31 Aug 2026

A new provider, 24/7 Group, will be taking over as the University’s reactive maintenance and repairs provider across teaching, research, and office buildings, following our campus-wide Estates listening sessions last year. The way you report repairs will not change, with the Estates Helpdesk remaining the primary route.

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After a competitive procurement process where they displayed strong credentials and a proven track record, 24/7 Group has been selected to deliver our reactive maintenance and repairs, replacing our long-standing provider.

Our outgoing provider has been a valuable partner for many years, bringing key knowledge and established relationships to the University. The new contract gives us an opportunity to continue building on this, keeping what worked well, while addressing points raised by colleagues in our listening sessions and continuing to improve on how repairs are managed from start to finish.

24/7 Group will officially take over as our provider from Monday, 7 September, with any active jobs logged before this date transitioning across.

Barra MacRuairí, Chief Property Officer at the University, said: “We are always looking for ways to improve our services across campus. This new provider gives us the opportunity to build on the positive work already undertaken, while strengthening the communication, accountability, and consistency in how maintenance is delivered.”

“By working closely with 24/7 Group, we will continue to enhance the experience of our staff and students through a responsive, reliable, and customer-focused service.”

Andy Hawes, Chief Executive Officer at 24/7 Group, said: “We’re incredibly proud to be partnering with the University. It’s a privilege to support an institution with such an outstanding reputation, and we’re looking forward to building a long-term relationship founded on trust, collaboration, and consistently delivering for the University’s staff, students, and wider estate.”

What you should notice

When we transition across to 24/7 Group, there are a few changes that you should notice. These include:

  • Clearer ownership: Each repair has an owner who stays with it through to completion, rather than a job passing between people.
  • Proactive updates: You should hear about progress, delays, or access requirements without having to chase.
  • A focus on getting it right first time: Temporary fixes and repeat visits will be actively challenged rather than accepted.
  • New faces on site: You'll see different uniforms and vehicles around campus from September. All contractors will carry University-approved identification, so please ask to see it if you're unsure.

What isn’t changing

The primary route for logging jobs will still be the Estates Helpdesk.

  • Our priorities on safety and compliance are unchanged.
  • You'll continue to deal with the same University maintenance teams and managers.
  • Halls of residence are covered by separate arrangements and are unaffected.
  • This change affects reactive repairs only. Small or minor project work will continue to be handled by the Estates Partnering team.

How to report jobs

All repairs should be logged with the Estates Helpdesk, the first point-of-contact for all University colleagues. The Helpdesk can be contacted on 0161 275 2424 or estates@manchester.ac.uk for general enquiries, and work requests can be logged through our online form.

Further information

If you have any questions about this change, please get in touch with your Estates Partner or the Estates Helpdesk.