1800 PR.03 Tenant Services Agreements

Revision Date: 
April 30, 2024


1.     Overview

2.     Requesting Tenant Services

3.     Informing the Tenant Services Unit of Changes

4.     Emergency Services

1. Overview

This procedure describes the circumstances surrounding Tenant Services Agreements and the process for requesting services and repairs through the Tenant Services unit of University Properties (“Tenant Services unit”).

Tenant Services Agreements cover interior work performed by outside suppliers in spaces in which Yale is a commercial tenant.  While the landlord of space leased to Yale provides basic services, the University often hires another company to provide services exclusively for Yale in the leased space.  University Properties is the only unit authorized to negotiate, execute, and manage Tenant Services Agreements.

The Tenant Services unit is responsible for contracting with non-Yale contractors to perform routine maintenance, non-routine repairs, and building infrastructure-related requests smaller than those that would be handled by Facilities Small Projects.  These include light bulb and ballast replacements, minor electrical and plumbing repairs and alterations, installations of white boards, standing workstations, etc.  The Tenant Services unit is responsible for contracting for services not covered by the landlord and lease agreement.  The Tenant Services unit does not provide services for laboratory-specific equipment.  For such requests, contact equipment manufacturers or authorized maintenance providers directly.   

2. Requesting Tenant Services

Tenant services fall into one of three categories: 1) routine services; 2) repairs; and 3) miscellaneous requests.

  • Routine services include custodial services and preventative maintenance. 
  • Repairs include maintenance and repair work to specific areas or equipment in need of service.
  • Miscellaneous Requests include specific work other than routine services and repairs.  Examples include the installation of whiteboards and standing workstations, among many other requests.  Miscellaneous requests should describe the nature of the work to be performed and include the charging instructions to which the work should be billed.  The Tenant Service unit will confirm large and out-of-the-ordinary requests with the appropriate business administrator.

Submitting Tenant Services Requests

Submit the tenant services requests described above by accessing the AssetWorks work-order system.  Users log in to AssetWorks via the Central Authentication System (“CAS”) using their Yale credentials and then follow the steps described on the University Properties website.

3. Informing the Tenant Services Unit of Changes

Yale units that utilize tenant services are responsible for informing the Tenant Services unit of any changes in the service needs of the unit within the leased space.  Most importantly, Yale units are responsible for informing the Tenant Services unit if and when the space the unit occupies is changing locations.  If a unit plans to change locations, the unit is responsible for contacting the Tenant Services unit a minimum of two (2) weeks in advance of the planned move to discuss the change in required services.  The unit is responsible for any costs associated with the move, the change in occupancy, and any changes in services.

In addition, units are responsible for informing the Tenant Services unit of any significant changes in a unit’s existing physical footprint.  Significant changes include, but are not limited to, vacating a space or altering the core function of a space (e.g., converting office space to server rooms, adding scientific equipment, etc.).  Units should also inform the Tenant Services unit of significant increases or decreases in the occupancy of leased space.

4. Emergency Services

For all space in which Yale is a commercial tenant, emergency services are provided by emergency responders.

For all force majeure (including fire, flood, earthquake, tornado, hurricane, etc.) and circumstances involving hazardous materials or risk of loss of life, call 911.

For all emergencies that are not life-threatening and all other non-emergency situations in which assistance is required, including afterhours requests, contact Facilities Operations at 203-432-6888.