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Customer Service

FAQs about Service Requests

To submit a service request to Facility Services’ Customer Service team follow these steps:

Step 1: Make sure you’re logged into Mosaic.

Step 2: Click on the “Submit Customer Service” button on this page to go to the My Service Request app in Mosaic.
Log into Mosaic with your Mac ID user and password. If you are unable to reach the My Service Request page, you will need to have your supervisor request a Mosaic Finance user account on your behalf.

Step 3: Click on the “Add Service Request Button.” Review your contact information and enter your phone number.

Step 4: Select the Problem Type you would like to submit a service request for.  Here are all types of problem types to choose from:

  • Accessibility: Repairs and Equipment Required
  • Classrooms: Cleaning/Supplies, Electrical Repairs, Carpentry Repair, Mechanical Repair
  • Cleaning/Waste/Supplies: General Cleaning, Damage, Vandalism, Waste Removal, Confidential Waste Removal, Supplies Required, Restroom Cleaning
  • Grounds: Snow Removal and/or Salting, Ground Maintenance
  • Renovations/New Installations: Carpentry, Electrical, Plumbing, Renovations
  • Locks: Bike Locks, Door Locks
  • Moves/Deliveries/Setups: Setup, Move, Pick-up/Delivery
  • Other: Other
  • Pest Control: Pest Control
  • Repair: Carpentry, Doors, Electrical, Elevator Repair, Millwright Repair, Leaks and/or Flood, Glass, Lighting Exterior, Lighting Interior, Mechanical, Ceiling Tiles, Sheet Metal Work, Drinking Fountain Repair/Filter Change, Painting, Flooring, Plumbing, Roof Repairs, Pool Repairs/Supplies
  • Health and Safety: Fire Alarm, Fire Extinguisher, Fire Sprinkler, Fire Suppression, Trip/Slip/Fall Hazard, Health and Safety Compliance, Fire System Other, Workplace Inspection (FACILITIES ONLY)
  • Security Services: Repair Access Control, Install Access Control, Repair Camera, Install Camera, Repair Emergency Phone, Repair Panic Button, Install Panic Button
  • Standing Order: Standing Order (RENEW ANNUALLY)
  • Temperature/Utilities: Temperature/Utilities, Gas/Smoke or Other Odour, Fumehood Repair (Attach Pre-work Checklist. Link on Request Details page), Service/Utility Shutdown

Step 5: Fill out the request details. Please supply the chargeback chartfield (account number) for all requests. Regular maintenance and cleaning will not be charged. See the FAQ about costing for more information.Describe your issue the service request will address and the location where the service is required. Review the instructions on this page for fulfillment details, including special requirements for certain requests, such as fumehood repairs. Click Next.

Step 6: Review your request and click Finish.

See the FAQs below for information about when you will hear from us and what will happen next.

Our team processes service requests for Facility Services work on campus including Maintenance and Trades, Custodial Services, Utilities (heating and cooling), Mail and Logistics (moves and deliveries) for academic buildings, as well as Grounds & Landscaping throughout campus.

Only McMaster faculty members and staff can submit a service request. If you are a graduate student and require access to submitting a service request in Mosaic, you will need to have your supervisor request a Mosaic Finance user account on your behalf.

As detailed in the previous question about how to submit a service request, every request requires submitting your department’s chargeback chartfield (account number).

Regular maintenance and cleaning do not have an associated cost. This includes services and repairs that are required for an academic building or outdoor space to function. For example, if a door or window is broken, a toilet is clogged, or a ceiling leak.

Requests that incur a cost includes anything that goes above and beyond regular building repairs or maintenance. This could include examples like changing flooring or paint colours, user required space renovations, new services required for equipment, etc. replacing a door for aesthetic reasons, renovating a bathroom, or changing paint colours to match new furniture.

If you require a service that will incur a cost, please refer to the section below about Maintenance Projects which outlines some of our most common jobs and approximate costs. If you require something not listed or want further details, you can request a formal estimate before the work is completed by including details in the issue description when submitting a service request.

Some of our costs are listed in the section below about Maintenance Projects.

If you have a question about what services incur a cost, please contact Customer Service by emailing clerks@mcmaster.ca.

When you submit a service request, you must provide your department’s chargeback chartfield (account number). If the service incurs a cost, the Customer Service will add your account to your work order and all charges will be directed to this account.

If you have a question about what services incur a cost or how costing is assigned to an account, please contact Customer Service by emailing clerks@mcmaster.ca.

A service request is what our customers submit to provide information about their needs. A work order is something the Customer Service team creates to mobilize our teams to complete the work our customers request.

A Maintenance Project is a renovation or installation of new features to a space inside an academic building. This ranges from installing a picture on a wall to the complete renovation of a space. Depending on the scope of work a project may be redirected to Design and Construction. Maintenance Projects are requested by a department(s) and costs incurred are charged to the department’s chartfield provided on the service request. Your account will only be charged the labour and materials related to the project.

A Maintenance Project is a renovation or installation of new features to a space inside an academic building. This ranges from installing a picture on a wall to the complete renovation of a space. Depending on the scope of work a project may be redirected to Design and Construction. Maintenance Projects are requested by a department(s) and costs incurred are charged to the department’s chartfield provided on the service request. Your account will only be charged the labour and materials related to the project.  

To follow up on a service request, you can go into ‘my service request’ on Mosaic and add a note. Alternatively, you can contact the Customer Service team. Find our contact information on this webpage below.  

Please contact Housing and Conference Services if you have any questions about residence buildings on campus. Check out their website for more information.

If you have a question about an off-campus building, please connect with the building manager, including:

One James North – Contact the Customer Service team or submit a service request on our website.

Ron Joyce Centre (Burlington) – More information can be found here.

McMaster Innovation Park – More information can be found here.

For all other off-campus locations, contact Customer Service and we will direct you.

Provide Feedback

We are aiming to improve our processes! Your feedback is very valuable to Facility Services. Is there anything you would like to share with us?

Please fill out this form or email clerks@mcmaster.ca.