Monthly SLA compliance report across all 4 priority levels. Response and fix performance, breach root causes, trending, and deduction summary.
SLA performance across all priorities for the Aldgate Borough Council contract. 180 tickets completed. 175 within SLA. 5 breaches. Contract target is 95% — exceeded by 1.7pp for the 14th consecutive month.
| Priority | Target Resp | Target Fix | Total | Resp Met | Fix Met | Breaches | Compliance |
|---|---|---|---|---|---|---|---|
| P1 Emergency | 2 hrs | 4 hrs | 8 | 8 | 8 | 0 | 100% |
| P2 Urgent | 4 hrs | 8 hrs | 34 | 33 | 32 | 2 | 94.1% |
| P3 Routine | 24 hrs | 5 days | 96 | 95 | 93 | 3 | 96.9% |
| P4 Planned | 48 hrs | 20 days | 42 | 42 | 42 | 0 | 100% |
| OVERALL | 180 | 178 | 175 | 5 | 96.7% | ||
| Ticket | Site | Pri | Breach | Root Cause | £ | Status |
|---|---|---|---|---|---|---|
| TKT-03821 | Civic Offices | P2 | Resp 4h22m | A57 road closure diversion | £250 | Accepted |
| TKT-03829 | Parkside Library | P2 | Resp 4h45m | Keyholder 45 mins late | £250 | Defending |
| TKT-03836 | Aldgate CC | P3 | Fix 5d4h | Specialist valve — 3-day supplier lead | £100 | Accepted |
| TKT-03861 | Borough Hall | P3 | Fix 6d | Misdiagnosis — return visit needed | £100 | Accepted |
| TKT-03872 | Riverside Leisure | P3 | Resp 26h | All engineers on P1/P2 — queue delay | £100 | Accepted |
Total exposure: £800. Accepted: £550 (4 breaches). Defending: £250 (TKT-03829 — keyholder delay defence submitted 16 May, response pending from H. Marsden).
Ref: ALD-SLA-M18 · Period: May 2026 · Submitted to: H. Marsden, Contract Manager, Aldgate BC