REF:66-2111-940116 - Contacting accommodation services

Your comment: When we call the number 01970 622900, we can't easily reach the service needed, this is particularly a problem in case of emergency. First there is a message in Welsh that lasts 20 seconds. Then, there is a message in English that also lasts 20 seconds. It's only after 40 seconds, that we actually can choose which service we want to call. I believe this number is the one we need to dial in case of emergency. Therefore, I don't understand why the system put in place is so inefficient. It would seem logical to immediately offer the possibility to contact the security. Then, offer to press 1 for Welsh, 2 for English. And eventually offer the choice for the service.

Our response:

Many thanks for your query. We are always appreciative and always looking for ideas of continuous improvement. The University is supportive of the Welsh language act which stipulates that all correspondence must be bilingual. We are currently investigating technological advancements to enable us to automat our switchboard further but this will take some time. We have put temporary measures in place throughout the pandemic to ensure that staff can still be contacted to ensure service delivery. All numbers on the x2900 option also have direct dial numbers, so, if there is a regular number that needs to be contacted, this can be dialled directly. For emergencies there are phones within all academic buildings that publish how to access Security in an emergency which is not via this method. Out of hours the answer phone message is not in operation and is picked up directly by security to reduce the time people before the call is answered. There is also a full telephone directory on the University’s website