Frequently Asked Questions

All non-emergency maintenance at HPU, Faculty and Staff must submit a request to the facilities@hpu.edu. Residents of Waterfront Lofts at Aloha Tower Marketplace must submit a Student Housing Maintenance Request Form. 

The background information needed to complete the request is:

• Building name or number
• Your name
• Your phone number
• Your HPU email address
• Area or room number involved
• Key details of the issue e.g., “there’s a leak under the sink”

Once the request has been completed and submitted, it will be assigned to a technician and responded to in a timely manner.

Any problems with HPU campus property should be submitted to the Facilities Department unless it is an emergency or an immediate threat to someone or something’s safety or security.

In the event that the issue is an emergency, call the HPU Security Office at 808 544-1400.

The categories of items that Facilities recognizes are:

• Appliances
• Doors and locks
• Electrical and lighting
• Flooring
• General
• Heating and cooling
• Plumbing and bath
• Safety equipment

Do your best to describe the issue or submit a picture to give the technician a better idea of what to expect upon arrival. 

An emergency is defined as an immediate threat to someone or something's safety or security. This may include floods, biohazards or similar situations. If you have a maintenance emergency at HPU, please call ATM Security Office at 808-544-1400. Fire or medical emergencies please call 9-1-1.

How long will it take for my request to be resolved?

When work is received it is assigned to one of five priority levels. Within each priority level work is assigned primarily on a first-in, first-out basis, subject to coordination of work and availability of time, materials and human resources. As requests are received, they will be scheduled according to the following priorities.

Emergency

Emergencies will be addressed as soon as possible. Examples are failure in electrical power, a break in the water line, lock failure, personal safety, etc.

Same-day service

This refers to failures that impair but do not render inoperative and will normally be accomplished within 24 hours.

10-day service

This service is considered a higher priority routine work. All routine work is scheduled depending on the availability of the trades persons and materials involved. Our objective is to complete the request in 10 working days.

30-day service

This service is considered a lower priority routine work. Labor and material availability place work in this category. Our objective is to complete the request in 30 working days.

Deferred work

While every attempt is made to accomplish all work in a timely manner, there are times when maintenance must be deferred. The requesting department or individual will be notified of the reasons for the delay. The understanding of the occupants affected in these cases is greatly appreciated.

In general, there are no costs associated with routine maintenance at HPU. With the case of vandalism or misuse of a building component, costs will be the responsibility of the identified individual or department.

Also, it is important to understand the difference between routine maintenance (i.e., the work orders submitted for repair) and a project or renovation requested by a staff for a personal space. The following types of services are a partial list of those paid for by the requesting department:

• Installing special or dedicated department equipment
• Maintaining special or dedicated department equipment
• Furniture or work stations
• Appliances
• Office painting
• Carpeting replacement

No, the requester does not need to be present when the skilled trade worker comes to resolve the issue. Once the technicians have completed the request, they will email the requestor or housing office for confirmation and to provide recommendations if necessary.

If you have any questions from the time your request is submitted to after the work is done, simply respond to the email initiated by the technician. Alternatively, residents of Waterfront Lofts may visit the Student Housing Office.