The Aldgate Borough Council contract defines four priority levels. Each has a response target (engineer on site) and a fix target (fault resolved). Breach of either triggers a deduction under the contract's performance mechanism. The Triage applies this matrix to every ticket based on the fault category from The Bell.
| Priority | Definition | Response | Fix | Deduction | Examples |
|---|---|---|---|---|---|
| P1 | Emergency — life safety, building closure, statutory breach | 2 hrs | 4 hrs | £500/incident | Gas leak, fire system failure, flooding causing building closure, no heating in occupied care setting Auto-escalates to Ops Director if not acknowledged in 15 mins |
| P2 | Urgent — service affecting, significant impact on building use | 4 hrs | 8 hrs | £250/incident | Active roof leak, lift failure, major plumbing fault, HVAC failure in occupied building, fire door failure |
| P3 | Routine — standard repair, no immediate safety or operational impact | 24 hrs | 5 days | £100/incident | Heating fault (non-critical), minor plumbing, lighting failure (partial), door/lock repair, decoration damage |
| P4 | Planned/Low — scheduled, cosmetic, or can be batched | 48 hrs | 20 days | £50/incident | External lighting column, cosmetic repair, signage, non-urgent grounds work, asset labelling |
Some tickets arrive classified as P2 or P3 but contain triggers that should escalate them. The Triage checks for 5 escalation conditions — any one of which overrides the initial classification.
Fault category from The Bell: Roofing → Leak → Active ingress. Contract SLA matrix maps active roof leak to P2 — Urgent (service affecting, significant impact on building use). Response: 4 hours. Fix: 8 hours.
WATER NEAR ELECTRICAL — The Bell flagged a wall socket and reading lamp within 1.5m of pooling water. This is a potential life safety trigger. However: the socket is not submerged, the caller has isolated the reading lamp, and staff have placed barriers. The operator assessed this as a monitored risk, not an immediate life-safety emergency. Decision: P2 confirmed, not escalated to P1. The operator noted the reasoning: "Electrical isolated locally by staff. No imminent electrocution risk. If water level rises or reaches socket height, re-triage to P1 immediately."
REPEAT CALL — 3rd call on this roof section in 7 months. TKT-2025-01204 (Oct 2025) and TKT-2025-02891 (Jan 2026) both addressed the same northeast valley gutter. Previous repairs were temporary (silicone sealant to flashing). This triggers the repeat call escalation — not a priority change, but a flag for root-cause investigation. The Brief (Stage 03) will instruct the engineer to assess whether the flashing needs full replacement, not another temporary repair.
Priority: P2 — Urgent. SLA clock started at 09:14 BST, 13 May 2026 (time of call receipt). Response target: 13:14 (engineer on site within 4 hours). Fix target: 17:14 (fault resolved within 8 hours). Deduction exposure if breached: £250.
3 tickets were re-triaged this month (initial classification overridden after escalation trigger check). 2 moved from P2 to P1 (gas smell at community centre, fire alarm panel failure at leisure centre). 1 moved from P3 to P2 (heating failure escalated due to vulnerable occupant flag at sheltered housing day centre).
Before a ticket moves to The Brief (Stage 03), The Triage confirms: the priority is assigned per the contract matrix, escalation triggers are checked, the SLA clock is started, and the operator's reasoning is documented for deductions defence.
Handover to Stage 03 — The Brief™: TKT-03847 confirmed P2 with 4hr/8hr SLA. Repeat call flag raised — engineer should assess for root-cause repair (full flashing replacement) not temporary fix. Statutory note: Grade II listed building, no external modifications without consent.