Business users within both Customs & Excise and Inland Revenue find the Mapeley contract very confusing. There is a significant lack of clarity over which part of the estate Mapeley have responsibility for and which parts are outside the STEPs contract. This, combined with Mapeley's internal structure and sub contracting for fault reporting and repair, have led to an increase in the number of Union Improvement Notices (UINs) being served on both departments and Mapeley. There are also extensive delays in repair work actually being carried out.