Calls can be logged to Estate Management via the 'Estates' link on the SupportMe home page, e.g. for reporting issues with power sockets, heating, plumbing etc.
Once your call is logged it will be forwarded to the appropriate team, and you'll receive a confirmation email with a call reference number to your university account.
For all other requests, including for IT and Library services, please visit the Support Me help page.
If you are unable to use the online service or visit us in person, then please email the SIZ at help@chi.ac.uk or phone the SIZ on (01243 81) 6222
Logging a support request for Estates (e.g. My Accommodation, maintenance requests)
- Open Support Me
- From the SupportMe home page, click 'Estates – Log, view, update Estates requests' or click on the spanner icon
.
You will then be presented with the following screen.
- Click on the Raise a Maintenance Request/Issue
- Location details. You can do this in two ways:
- Type the name of the building and a selection will appear in the drop down list
- Use the search function
. Once the search facility has opened, enter the name of the building in the Building search field, then click on Search or click on Search to bring up a list of all the buildings. Use the arrows to show more building
- Job Details. As above, you can either enter a search word in the Issue/Request field and then select the request from the drop down list or you can use the search function
- The summary will autofill with the title of the selected request. Additional comments can be added at this stage
- Enter details in to the Description field and then click on the Submit button to submit the request. (Note: Please only include personal or sensitive information if it is necessary for the request you are logging. See our privacy policy for more information)
- You will be presented with a confirmation page with details of your request, including your unique request reference number
- Once the request has been logged, you will receive a confirmation email with details of your request. Please note that this is an automated message, with a no-reply email address. If you wish to update your request, please do so via SupportMe as detailed below
Finding and viewing your Estate Management Requests/Issues
Click on View or update Requests/Issues
- You can search for your request using any of the provided search options and then clicking on Search
- Your requests will automatically be listed at the bottom of the page ordered by Issue/Request Number. You can use the backward/forward arrows to view more requests
- Select the request
to view the details - Any updates can be found under the Customer updates section on the request
Updating or cancelling your Estate Management Requests/Issues
Click on View or update Requests/Issues
- Select the required request
and then click on the Update Issue/Request button to update your request or click on the Cancel Issue/Request button to cancel your request
- Enter your update in the Customer Update field and then click on the Submit button
- Any updates can subsequently be found under the Customer updates section on the request
Viewing Estate Management Requests on a mobile
- If using a mobile phone, you will be presented with the following view
. All the functionality remains the same
From the SupportMe home page, click 'Estates – Log, view, update Estates requests' or click on the spanner icon
. You will then be presented with the following screen.
PLEASE NOTE: If you cannot see BOTH the 'Estates' button AND the spanner icon, please delete your cache. To delete you cache click here
Logging a support request for Estates (e.g. room setups, cleaning, maintenance requests)
Click on the Raise a Maintenance Request/Issue icon
- Location details. You can do this in two ways:
- Type the name of the building and a selection will appear in the drop down list
- Use the search function
. Once the search facility has opened, enter the name of the building in the Building search field, then click on Search or click on Search to bring up a list of all the buildings. Use the arrows to show more building
- Job Details. As above, you can either enter a search word in the Issue/Request field and then select the request from the drop down list or you can use the search function
- The summary will autofill with the title of the selected request. Additional comments can be added at this stage
- Enter details in to the Description field and then click on the Submit button to submit the call
- You will be presented with a confirmation page with details of your call, including your unique call reference number
- Once the request has been logged, you will receive a confirmation email with details of your request. Please note that this is an automated message, with a no-reply email address. If you wish to update your request, please do so via SupportMe as detailed below
Logging a specific request for Estates
- room set-ups, additional cleaning, delivery requests
Click on the request and then click on the Add button
- Complete the questions and then click on Submit
- After submitting the request, you will be taken back to the initial logging page. Here you can log another request or close the page
- To view this request, click on View or update Requests/Issues
Logging a request for reserved parking/viewing parking information
PLEASE NOTE: You must have logged your visitor vehicle registration via the Visitor Permit System before you raise this request. This request will not provide a permit, it is only to be used to allocate a space.
If you have been given permission to add and view parking you will see the following
- To request a reserved parking space, select the Raise Reserved Parking Request button
- Complete the questions and then click on Submit
- To view previous parking requests, click on the View all my parking records button
- Use the search fields to find your request and then click on Search
- Once you have found the request, click on it to open up more details
Finding and viewing your Estate Management Requests/Issues
Click on View or update Requests/Issues
- You can search for your request using any of the provided search options and then clicking on Search
- Your requests will automatically be listed at the bottom of the page ordered by Issue/Request Number. You can use the backward/forward arrows to view more requests
- Select the request to view the details
- Any updates can be found under the Customer updates section on the request
Updating or cancelling your Estate Management Requests/Issues
Click on View or update Requests/Issues
- Select the required request
and then click on the Update Issue/Request button to update your request or click on the Cancel Issue/Request button to cancel your request
- Enter your update in the Customer Update field and then click on the Submit button
- Any updates can subsequently be found under the Customer updates section on the request
Viewing Estate Management Requests on a mobile
- If using a mobile phone, you will be presented with the following view
. All the functionality remains the same
PRIVACY NOTICE
How we use your information
The University is committed to protecting the privacy of personal information in full compliance with Data Protection legislation.
To apply for a Car Parking Permit, you will need to complete an application form and as part of the application process you will be asked to provide personal information to enable your application to be processed. This information will be stored and processed securely by the University and third parties, as indicated below, acting on behalf of the University, for the purposes of managing parking applications and enforcement. Data is stored on local and cloud-based servers that are hosted in the UK. All data stored and processed is subject to stringent and appropriate security measures and reviews.
The University is the controller for this service and Parking Eye Limited, trading as Car Parking Partnership, are the processors acting on behalf of the University. Applications for permits, appeals against a permit decision, renewals and amendments are managed by the University. The personal data we collect will be processed for the purposes of sending automated alerts and emails relating to the issue, management, maintenance and renewal of parking permits. Enforcement of parking regulations will be automated via ANPR cameras. Images captured will detail all vehicles entering and exiting University property and may include occupants. This data will be stored and processed securely by Parking Eye acting as processor on behalf of the University for the purpose of enforcement.
Applicants will arrange payment for parking by payment card and will be directed to the Cardsave payment portal (part of WorldPay) integrated with the Car Parking Permit Application system. Payment card data is not saved within the permit system.
Please note that limited information, such as the name and contact number of the registered keeper of a vehicle may be shared with the University Car Parking Contractor to support the University’s Parking Policy Enforcement Procedure. Data such a place of work will be stored for statistical purposes.
Lawful basis for processing personal data
By registering on the University Car Parking Permit Application system, you will be accepting our terms and conditions, as part of entering a contact with the University for supply of a parking permit.
In the course of completing your application we may require your explicit consent to sharing special category data, which is relevant to your application e.g. information relating to a health condition you may have. Where you have consented to provide such information, this will only be processed to assess your eligibility for a permit and will not be used for any other purpose.
Retention periods for personal data
The University will retain any information supplied, as part of your application, including documents uploaded to the database, or any relevant details from such documents, for the duration of your permit. We will not ask you for more information than we need, and we will not keep your information for any longer than necessary.
The Car Parking Permit Application system is automated to delete your data after set periods, dependent upon the status of your permit as set out below:
· For approved permits: data will be deleted 1 calendar month after permit expiry.
· For applications that are incomplete: data will be deleted 3 calendar months after the last change or action.
· For applications that are declined, retired, awaiting verification, awaiting approval or awaiting payment: data will be deleted 12 calendar months after the last change or action.
· For applications that have been appealed: data will be deleted 12 calendar months after the last appeal submission.
· Records of sent emails will not be deleted if they are less than 3 months old. This is to ensure records of emails sent near the end of a permit’s life are still available while relevant.
Personal data that will be deleted
All data submitted in applications, including personal data such as contact details (name, address, email) and vehicle registration will be deleted. In additional any history relating to emails sent, appeal submissions, appeal decisions and all other information stored in the permit system regarding charges and payments will also be deleted, other than where required to meet any statutory obligations.
Basic anonymous permit information such as Permit Reference, Approval State, Permit Type, Zone, Term, Start and End Date will be retained for statistical purposes for the duration of the University’s use of the Car Parking Permit Application system.
My rights as a data subject
As a data subject you have rights under data protection legislation including for example the right of to access information held about you, the right of rectification of any incorrect or incomplete data, and the right of erasure of your data (right to be forgotten) when it is no longer necessary for the purposes it was collected and processed.
To find out more about how the University complies with data protection legislation and your rights as a data subject you can access our Privacy Standard and Privacy Notices here: https://www.chi.ac.uk/about-us/policies-and-statements/data-protection/.
If you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Officer at DPOfficer@chi.ac.uk.
If you are not satisfied with our response or believe we are not processing your personal data in accordance with data protection legislation you can complain to the Information Commissioner’s Office (ICO) https://ico.org.uk/concerns/