Every reactive call, in one register
The complete register of every reactive call received this month - ticket, site, fault, priority, response and fix times, engineer, and SLA outcome. The monthly log submitted to the contract manager, and the source from which the SLA and weekly performance reports are drawn.
- Client
- Aldgate Borough Council · 42 buildings
- Contract
- Term maintenance · reactive and planned
- Reference
- ALD-RCL-M18
- Period
- 1 to 31 May 2026 · Month 18
- Prepared by
- Sentinel FM Ltd · via BuiltAI
- Submitted
- 2 June 2026 · to the contract manager
Illustrative example: fictional project and parties.
The May call register - 180 reactive calls
Every reactive call received during May 2026 across 42 Aldgate Borough Council sites, sorted by date, with priority and the SLA outcome per ticket. This is the primary data source for the monthly contract review meeting; the full CSV export is available on request. Illustrative calculation: 175 recorded SLA-met calls ÷ 180 calls × 100 = 97.2%, rounded to one decimal place, or 2.2 percentage points above the 95.0% example target. The five recorded breaches include the disputed Parkside ticket; no outcome has been changed.
| Ticket | Date | Site | Fault | Pri | Resp | Fix | Engineer | SLA |
|---|---|---|---|---|---|---|---|---|
| TKT-2026-03801 | 1 May | Borough Hall | Fire alarm panel fault, zone 2 offline | P1 | 38m | 2h10m | R. Hussain | Met |
| TKT-2026-03802 | 1 May | Civic Offices | Gents WC blocked, ground floor | P3 | 6h | 6h40m | K. Pryce | Met |
| TKT-2026-03803 | 1 May | Riverside Leisure | Pool changing room, broken locker handle | P4 | 26h | 3d | D. Okonkwo | Met |
| TKT-2026-03805 | 2 May | Westfield CC | External security light, lamp column failed | P4 | 36h | 36h | S. Ahmed | Met |
| TKT-2026-03812 | 5 May | Riverside Leisure | Pool pump, unusual noise and reduced flow | P2 | 2h14m | 4h30m | M. Chen | Met |
| TKT-2026-03821 | 8 May | Civic Offices | Passenger lift stuck between floors | P2 | 4h22m | 5h10m | R. Hussain | Breach |
| TKT-2026-03829 | 9 May | Parkside Library | Boiler failure, no heating or hot water | P2 | 4h45m | 6h20m | D. Okonkwo | Defending |
| 34 further tickets, 10 to 12 May | ||||||||
| TKT-2026-03847 | 13 May | Aldgate Library | Roof leak, active ingress at section NE | P2 | 1h24m | 6h36m | D. Okonkwo | Met |
| 138 further tickets, 14 to 31 May | ||||||||
| Total, 180 reactive calls | SLA met: 175 | Breaches: 5 | ||||||
How the month broke down by priority
Routine (P3) work is the bulk of the month at 96 calls. All 8 P1 emergencies were responded to within the one-hour target. The five SLA breaches were two P2 response misses and three P3 misses, across the response and the fix clocks; four are accepted, and the fifth, a P2 response miss at Parkside Library (TKT-2026-03829), is under defence on a keyholder-access basis. The Parkside response of 4h45m and fix of 6h20m are retained as recorded. Their clock basis is unresolved against the Defence Pack timeline and must be reconciled before a compliance or deduction conclusion.
The busiest sites this month
| Site | Calls | P1 | P2 | P3 | P4 | Trend vs Apr |
|---|---|---|---|---|---|---|
| Riverside Leisure Centre | 28 | 3 | 6 | 14 | 5 | Up 8 |
| Civic Offices | 22 | 1 | 5 | 12 | 4 | Down 2 |
| Aldgate Central Library | 18 | 0 | 4 | 10 | 4 | Up 3 |
| Borough Hall | 16 | 1 | 3 | 8 | 4 | Same |
| Westfield Community Centre | 14 | 0 | 3 | 7 | 4 | Down 1 |
| 37 other sites | 82 | 3 | 13 | 45 | 21 | |
| Total | 180 | 8 | 34 | 96 | 42 |
Up 8 calls on April (28 total, the highest of 42 sites). The root cause is ageing mechanical plant: 3 of the P1 calls were pool-related, at the pump motor, the filtration backwash valve and the boiler ignition. Reactive spend at this site is now the highest across the contract.
Commission a planned asset condition survey of the Riverside mechanical plant room before the next pool season, covering the pumps, filtration and boiler plant. Escalated to the account manager for the June contract review, with a view to moving this site from reactive repair to a planned replacement programme.