Customer Service

Providing 24-hour support to the Northeastern community 

Planning, Real Estate, and Facilities’ (PREF) Customer Service Center provides 24-hour service to students, faculty and staff. Our team is responsible for gathering information for work requests, repairs, special services, and emergencies, and is the primary liaison between the university community and the appropriate PREF personnel. 

All trade work and repairs start with an Online Work Request. When possible, please include a reference photo. 

Common work requests

  • Temperature Adjustment 
  • Trash Pickup/Empty 
  • Appliance Repair 
  • Moving Furniture 
  • Clogged Shower/Toilet 
  • Pest Control 
  • Electrical Outlet Repairs 
  • Snow Removal 
  • Window Blind Repairs 
  • Replace Lightbulbs 
  • Cleaning Requests 
  • Request Recycling Bin 

Frequently asked questions

Whom do I call for maintenance emergencies?

Planning, Real Estate, and Facilities Customer Service Center is the central base for response to all maintenance emergencies connected with Northeastern University campuses. Call us at (617) 373-2754. The office is staffed 24/7.

Who cleans my building?

Because of the large number of buildings within the Northeastern University campuses and the desire to establish a high-quality learning, living and working environment for the students, faculty and staff, our Building Services department provides cleaning services in these buildings with a host of qualified custodians attending to specified buildings. Please submit your cleaning needs via the Work Request online form. If you require night cleaning, you may need to provide keys to your space. These may be dropped off to and then, later picked up at the Facilities Customer Service Center.

Who replaces lightbulbs?

It is the responsibility of the Building Services custodial personnel to replace burned-out lights with warranted assistance from Plant Maintenance electricians. Please submit your request via the Work Request online form.

Who maintains the temperature in by building?

The maintenance of comfortable temperatures in the various buildings are managed by the Energy Management team with assistance from Heating, Ventilation and Air Conditioning (HVAC) and Mechanical. If you need the temperature in your building adjusted, please submit a  Work Request.

Whom do I call for moving and trucking needs?

The Transportation and Receiving Department is responsible for moving furniture, as well as scheduling the use of university vehicles for university projects and events. Please submit your transportation needs via the Work Request online form.

Whom do I call about snow removal?

The Building Services department oversees the operation of snow removal, utilizing a host of grounds crews along with contracted companies to assure the timely, efficient and safe removal of snow. Please submit your non-emergency snow removal needs via the Work Request online form.

Types of service requests

Be prepared to provide the location of the problem (building, floor, room number)
and a b
rief description of the issue.

Emergency Request

Immediate or imminent danger to life, health, safety, or security

Boston Campus:
NUPD 617-373-3333
SafeZone app

All other locations:
Dial 911

What is an emergency request?

  • Fire 
  • Medical emergencies 
  • Threat of bodily injury 
  • Criminal activity 
  • Unattended items
  • Suspicious behavior 

Priority 1 response time:

Urgent Request

Significant damage to buildings, equipment, or service disruption.

Call the Customer Service Center

What is an urgent request?

  • Elevator Entrapment
  • Pipe leakage
  • Power outages
  • Toilet overflow
  • Gas smell/leak
  • Flooding

Priority 2 response time:
Within 4 hours

Routine Request

Non-urgent maintenance, repairs, or service requests

Submit a work request 

What is a routine request?

  • Alterations
  • Temperature adjustment 
  • Picture hanging 
  • Lightbulb replacement
  • Pest control
  • Moving furniture
  • Snow removal
  • Custodial service 
  • Cracked window glass
  • Damaged walls or doors

Priority 3 response time:
Within 48 hours

Zone Management

PREF helps ensure the safety, maintenance, and upkeep of our main campus through a zone management system. A dedicated zone manager is responsible for directing operations for their assigned areas. If you have further questions about your issue, after submitting your work order, please see the map below to contact the appropriate zone manager. 

Contact Us

10 Gainsboro St. Boston MA 02115

(617) 373-2754

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