Estates and Facilities

Contact Us Estates & Facilities Service Centre
194 Pearse St
Trinity College
Dublin 2

View the contact page for more contact and location information

estatesandfacilities@tcd.ie

Feedback

We are grateful for any feedback you would like to give us on any service that you have received from Estates and Facilities.

Estates and Facilities is firmly committed to dealing effectively with any issues you may have about our service. We aim to learn from our mistakes to allow us to continually improve our services.

If you raise a complaint with us, we will respond as set out below. If you contact us in relation to a matter that we do not control (e.g. Telephone Services or Timetabling) we will provide you with the contact information that you need to make your concerns known.

You may make a complaint to us in any of the ways below:

  • Ask for a copy of our complaint form from the person that you have been in contact with.
  • Get in touch with our Service Desk on 01-8964000 if you would like to begin your complaints process over the phone.
  • Fill out the feedback form at the following link 
  • Email us at estatesandfacilities@tcd.ie
  • Send a letter to the following address: Service Desk Manager, Estates and Facilities, 194 Pearse Street, College.

The full Estates and Facilities complaints procedure is available to view here.

Please include the following information in your communication: 

  • Your name, department, contact telephone number and email address.
  • A description of your complaint stating location, dates and times where applicable.
  • An E&F request number if one has been provided to you previously in relation to the matter/work that you would like to complain about.
  • Set out your concerns or issues clearly and in order of importance to you.
  • Confirm your preferred method of communication and advise if you have any particular requirements e.g. language difficulties or communication barriers.

How we will deal with your complaint:

  • We will formally acknowledge your complaint within 24 hours and we will let you know who it has been assigned to in E&F.
  • We will deal with your complaint in an open and honest way, and we will be polite and professional in our dealings with you.
  • If you are complaining on behalf of someone else, we will need their formal agreement to you acting on their behalf.
  • We will aim to resolve your concerns as quickly as possible and would aim to deal with the majority of complaints within 10 working days.

Investigating Your Complaint

  • The manager to whom your complaint has been assigned will aim to establish the facts and will look at relevant evidence such as emails, notes, work history.
  • The manager may speak to staff or others involved and may ask to discuss your complaint with you also.
  • Once the investigation is complete, the manager will let you know the outcome in keeping with your stated preferred form of communication.
  • If we got something wrong, we will tell you how we plan to change things to stop the issue recurring.
  • If we got something wrong, we will always apologise.

What we expect from you

  • We believe that complainants have the right to be heard, understood and respected.
  • We also believe that our staff have the same rights, and we expect you to be polite and courteous in your dealing with us. We will afford you the same treatment.
  • We will not tolerate aggressive or abusive behaviour or unreasonable demands.

Compliments

  • We also enjoy hearing about things that we have done well and interactions with our personnel that have been a positive experience for you. Please do let us know when we have provided you with a good customer experience by:

We will make sure that your feedback reaches the members of our team that assisted you.