Customer update: changes to our ticket system due to COVID-19.

Posted on January 22, 2021.

Ticket priorities update - Guardian living

Customer update: changes to our ticket system due to COVID-19.

It is important that we all do our bit to reduce the spread of COVID-19 to ensure the safety of our contractors, in house staff, Guardians and clients. At this present time, we will only be attending properties to manage high risk and medium risk maintenance tickets (see below). This is to minimise the number of properties that our staff and contractors access per day and to ensure properties are only entered when it is absolutely necessary to do so. This policy will remain in place until the lockdown restrictions are lifted and may be reapplied at any time in line with government guidance.

Low priorities (maintenance issues not listed below) will be on a delayed service and will be dealt with only once it is confirmed by the government guidelines. If you do experience any low priority issues or any issues that are not an instant risk, then we would ask you to bear with us as we will work to prioritise high urgency issues.


Please note: Due to government guidelines, 98% of the Global Guardians in house team are working from home. It may be difficult for Guardians to get through to us via phone, so please do raise tickets via your My Globe account where they will be picked up by a dedicated member of the team to be resolved. Please do accept our apologies for any inconvenience that is caused.


Priority criteria & our response times:

High Priorities - response time, within 12 hours

  • Fire or imminent risk of fire
  • Gas leaks – Please call the National Grid number – 0800111999 as soon as possible.
  • Major leakage of water from plumbing or heating service, not contained by local drains.
  • Loss of electrical supply to the entire property
  • Security incident which affects doors & windows leading into the property on the ground floor (theft, burglary, or problem affecting personal security and safety).
  • No water supply in the entire property
  • Fire alarm/detection emergency
  • Front door lock not working – This does not include if a Guardian has lost keys or left them inside the property. In this case, the Guardian will need to arrange their own locksmith to attend or we will charge for a lock change.
  • Loss of heating or hot water
  • Boiler repairs
  • Blocked drains or internal waste pipes
  • Shower repairs where there is only one shower in the property
  • Fire alarm maintenance


Medium Priorities - response time, between 1-10 days


  • Loss of electrical power in only a couple of outlets (individual socket circuit, individual lights). In this case, a Guardian should raise a ticket and include a photograph of the fuse board.
  • Bin collection, if the collection is overdue
  • Replacement of cracked glass not giving rise to security or safety risk
  • Replacement/repairs to electrical outputs which are not a risk
  • Adjustment/changes to door furniture (door closures, locks, hinges)
  • Re-fix loose fixtures and fittings
  • Painting, decorating, cleaning
  • A general maintenance issue within the property (window broken above ground level, internal door not locking).
  • Pest control

We send email updates to our Guardians. Please ensure your email preferences are turned on via your My Globe account to receive our latest updates.

If you have any questions, please send an email to us at

If you are suffering from mental health, we want you to know that there is mental health support available. You are not alone, so please don’t suffer alone. We encourage you to speak up and seek help.

Thank you for your ongoing support and understanding.

The Global Guardians Team

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