Capture the call, classify the fault
Every inbound - phone, email, portal or app - captured against one contract taxonomy, then classified and prioritised at first contact. Caller, site, asset, fault, safety flags and history, structured from the first ring, so the ticket reaches triage complete and no reactive call is lost.
- Client
- Aldgate Borough Council · 42 buildings
- Contract
- NEC4 TSC · term maintenance
- Reference
- ALD-DSP-S01
- Period
- 1 to 31 May 2026 · Month 18
- Managed by
- Sentinel FM Ltd · via BuiltAI
- Stage
- Intake · Stage 01 of 6
Illustrative example: fictional project and parties.
Every reactive call, captured at first contact
Intake is where every reactive call checks in. The moment a fault is reported the ticket starts: the caller, the site, the asset and the fault captured against the contract's intake taxonomy, safety checked, and an initial priority set. Nothing leaves Intake as a free-text note - each call becomes a structured record that Priority Triage can classify and the engineer ticket can act on.
Calls arrive four ways. Whatever the channel, Intake captures the same fields against the same taxonomy, so no channel produces a weaker ticket than another.
Operator-guided intake, the structured questions answered in real time.
Parsed from unstructured text, the key fields extracted automatically.
Self-service form, guided fields matched to the contract taxonomy.
Photo-first reporting, location auto-tagged, voice-to-text on the fault.
Twelve fields, then a priority
Twelve fields are captured on every call, in the same order whatever the channel, and mapped to the contract intake taxonomy rather than left as free text. They flow through six steps, and no ticket leaves Intake with a field missing.
- Identify the caller
Name, role and callback number, captured against the site record whatever the channel.
- Locate the fault
Site and address, then building area, floor and room, down to the asset type and its ID where one is known.
- Describe and classify
A structured fault description mapped to the taxonomy - fault, category and sub-category - not a free-text note.
- Check safety
Gas, water, fire and electrical flags raised at first contact, with a vulnerable-occupant flag where the site calls for one.
- Record access and history
Access arrangements documented, the site's previous call history pulled automatically, and any photos attached.
- Set priority and open the ticket
A statutory-trigger check, an initial priority from P1 to P4 against the contract SLA, and the ticket opened with the response clock started.
Every call lands in the Reactive Call Log
Every ticket Intake creates lands in the Reactive Call Log, the month's single register and the source from which the SLA and weekly performance reports are drawn. May 2026 was 180 reactive calls across the 42 sites - 8 P1 emergencies, 34 P2 urgent, 96 P3 routine and 42 P4 planned - each classified and given its initial priority at first contact. A sample is shown below.
| Ticket | Date | Site | Fault | Channel | Priority | Safety |
|---|---|---|---|---|---|---|
| TKT-2026-03842 | 12 May | Riverside Leisure Centre | Pool pump failure, filtration offline | Phone | P1 | Health |
| TKT-2026-03843 | 12 May | Civic Offices | Lift stuck between floors, no passengers | Phone | P2 | - |
| TKT-2026-03845 | 13 May | Parkside Library | External lighting column, lamp out | P4 | - | |
| TKT-2026-03846 | 13 May | Civic Offices | Gents WC cistern overflow, 2nd floor | Portal | P3 | Water |
| TKT-2026-03847 | 13 May | Aldgate Central Library | Roof leak, active ingress, reference section | Phone | P2 | Water/Elec |
| TKT-2026-03848 | 13 May | Westfield Community Centre | Fire door self-closer failed, main corridor | App | P2 | Fire |
| TKT-2026-03851 | 15 May | Borough Hall | Intruder alarm, false activation, zone 3 | Phone | P2 | - |
| 173 further reactive calls captured across May 2026 - the full month is set out in the Reactive Call Log. | ||||||
TKT-2026-03847 as captured at Intake
This ticket threads through all six Dispatch Desk stages as the worked example. Here is the raw intake record at first contact, before triage, briefing or dispatch.
- Ticket
- TKT-2026-03847 · initial P2 urgent, logged 13 May 2026 at 09:14.
- Channel and caller
- Phone. Karen Whitfield, Branch Librarian at Aldgate Central Library, called at 09:14, within the hour of staff finding the leak at 08:30.
- Site and location
- Aldgate Central Library (site ref ALD-LIB-001), first-floor reference section, northeast corner. A Grade II listed public library.
- Fault and class
- Active roof leak: water through the ceiling, two tiles saturated and one partially collapsed, pooling on the carpet. Classified Roofing, Leak, Active ingress against the taxonomy.
- Safety flags
- Water near electrical - a wall socket and a reading lamp within 1.5m of standing water - and a slip hazard in a public area. Staff have placed barriers.
- Access and history
- Building open 09:00 to 18:00; roof reached by the plant-room ladder. The third reactive call on this roof section in seven months (TKT-2025-01204, Oct 2025; TKT-2025-02891, Jan 2026): a recurring leak at the northeast valley gutter.
- Statutory and priority
- Grade II listed, so external roof works need listed building consent; temporary internal measures only pending survey. Logged P2 with a four-hour response target and handed on.
Historical reference check: linked records disagree on the year prefixes for 01204 and 02891. The predecessor IDs remain unresolved.
Stage 01 gate - call captured, clock started
A call captured badly costs every stage downstream. The gate confirms each of these before the ticket moves to Stage 02.
- Caller identified, with contact details.
- Site and location captured to room level.
- Fault described and classified against the contract intake taxonomy.
- Safety flags checked - gas, water, fire, electrical and vulnerable occupant.
- Access arrangements documented and asset history pulled.
- Initial priority set and the ticket created, with the SLA response clock started.
Hand-off to Priority Triage (Stage 02): TKT-2026-03847 records a recurring leak, water near electrical and a slip hazard. Triage confirms P2 and its four-hour response target, and checks whether the electrical proximity requires P1 escalation.