New approach to standard laptop repairs

01 Sep 2026

Following a successful pilot, we are changing the way we support colleagues when their laptop fails.

Instead of repairing your laptop and returning the same device back to you when it’s fixed, IT Services will permanently replace a faulty catalogue device of a standard configuration with a fully working laptop of equivalent specification. This means less time spent waiting for repairs, fewer interruptions to your work, and a simpler support experience for everyone. 

The new approach applies to all standard laptop models. If your laptop develops a fault, please raise a ticket with the IT Support Centre. We'll review your ticket and arrange for a replacement device, helping you get back up and running as quickly as possible. 

We’ll spend less time going back and forth dealing with the repair, and more time focusing on getting you back up and running, minimising the disruption.  

The failed laptop will still be repaired and once fully working it will go back into the pool of devices to be used when someone else has a faulty one. 

The change is aligned with our IT Moments that Matter initiative to focus on improving the key interactions colleagues have with IT throughout their University journey. By reducing disruption when things go wrong and making it quicker to get back to work, we're improving one of the moments that matters most: when you need IT support.