New Estate Management Maintenance Model

In November 2017, under Operational Excellence, Estate Management introduced changes to the way we manage building maintenance, repairs and minor works. Since then we have transformed and a new precinct based facilities management model is now in place which focusses on the holistic management and performance of UNSW buildings.

Together with the newly introduced Business Partners, this precinct-based facilities management model focusses on better communication, relationship management, improved building management focus and quality building maintenance.

The objective of this precinct based facilities management model is to deliver high levels of customer satisfaction through quality building management, faster repairs turnaround and efficient minor works delivery.

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The Role of the Facilities Managers

Facilities Managers are allocated to one of four precincts on the Kensington Campus (Eastern, Central, Western and Northern). A fifth precinct encompasses the Paddington and CBD campuses and the remainder is covered by a sixth precinct for UNSW external properties, campuses and field stations.


Click on the map for a larger image

Each precinct on the Kensington Campus has a Precinct Facilities Manager, assisted by a number of Facilities Managers and Assistant Facilities Managers. View the organisational chart for details.

The role of the Precinct Facilities Management teams is to focus on holistic building management, building services issue, faster repairs turnaround and building infrastructure.

The new model provides greater availability of Facilities Managers throughout the day (7am – 6pm) and over the week (Monday – Saturday).


The Role of the Business Partners

The Business Partners have a more wide-ranging and strategic role. They facilitate the scoping and delivery of refurbishments and minor works through stakeholder engagement, needs assessment and brief development.

The Business Partners are the liaison point between Faculty and Divisional clients and Estate Management for issues that cannot be dealt with at a service or operational level, or for escalation of issues. They are responsible for effective delivery of all Estate Management services through to the allocated Faculty or Division.

They play a leading role in delivering the Estate Management communication and stakeholder engagement strategy. This will be achieved by raising the level of awareness and understanding of Estate Management services and service levels.

In addition, they will negotiate and resolve complex internal space or supporting infrastructure issues, in partnership with Divisional General Managers and Faculty Executive Directors.


Transitional Arrangements

During the transition period, Estate Management will have a reduced team of Facilities Managers to manage service requests. Planned maintenance will continual as usual.

We ask that you remain patient with us during this time as you may experience some delays in receiving a response.  We will carefully prioritise jobs and projects according to urgency.

Please continue to log service requests through Archibus. Call Estate Management on ext 55111 if you need assistance with logging a request.

We appreciate your understanding as we manage this important transformation.


Further information

For further information, please speak to your Precinct Manager or any of your Facilities Managers. You can also contact Estate Management on or ext 55111.