Report the period, defend the margin
Rolling the month into the reports the client and the desk actually read - calculated compliance against target, recorded breaches with stated causes and unresolved clock bases flagged for review, and deductions accepted with reasoning or disputed pending review.
- Client
- Aldgate Borough Council · 42 buildings
- Managed by
- Sentinel FM Ltd · via BuiltAI
- Contract
- NEC4 Term Service Contract · £2.4m/year
- Scope
- Reactive and planned maintenance
- Period
- 1 to 31 May 2026 · Month 18
- Reference
- ALD-DSP-S06
Illustrative example: fictional project and parties.
Turning the month's tickets into the report
The Dispatch Desk™ carries one ticket from the first call to the closing report. Defence is the last stage: the month's reactive calls are rolled up and compliance is calculated against the contract target. The monthly pack retains the recorded breaches and their stated causes, flags unresolved clock bases for review, and distinguishes accepted deductions from disputed items pending a decision. It produces the pack the client's contract manager reads, from the data the desk used all month.
This period - May 2026, Month 18 - covers 180 reactive calls across 42 buildings, managed by Sentinel FM Ltd via BuiltAI. Planned maintenance ran alongside the reactive book.
SLA compliance for the period
The illustrative ALD-RCL-M18 register records 175 SLA-met calls out of 180 for May, giving calculated compliance of 97.2% (one decimal place) against the 95.0% target. The disputed ticket remains among the five recorded breaches pending reconciliation and a recorded decision. All eight P1 emergencies were responded to inside the one-hour target.
One-hour response target. 0 breaches.
Four-hour response target. 2 breaches.
24-hour response target. 3 breaches.
48-hour response target. 0 breaches.
The five recorded breaches, including one pending clock reconciliation
Every recorded SLA breach in the period, with its stated cause and deduction. Four were accepted with documented reasoning; one is disputed and its response/fix clock reconciliation remains pending.
| Ticket | Site | Pri | Breach and root cause | Deduction | Status |
|---|---|---|---|---|---|
| TKT-2026-03821 | Civic Offices | P2 | Response 4h 22m vs 4hA57 road closure; diversion added 30 minutes to travel | £250 | Accepted |
| TKT-2026-03829 | Parkside Library | P2 | Client-recorded response 4h 45m vs 4hArrival recorded at 3h 10m; keyholder wait 45 minutes; clock reconciliation pending | £250 | Disputed |
| TKT-2026-03836 | Aldgate Central Library | P3 | Fix 5d 4h vs 5dSpecialist valve on a 3-day supplier lead time | £100 | Accepted |
| TKT-2026-03861 | Borough Hall | P3 | Fix 6d vs 5dInitial diagnosis incorrect; a follow-up visit was needed | £100 | Accepted |
| TKT-2026-03872 | Riverside Leisure Centre | P3 | Response 26h vs 24hAll engineers committed on P1 and P2 calls; queue delay | £100 | Accepted |
| Total deduction exposure | 5 breaches | £800 | £550 accepted · £250 disputed | ||
Site check pending for TKT-2026-03836: this Reporting record lists Aldgate Central Library; the SLA report lists Westfield Community Centre. The P3 timings, £100 accepted deduction and raw site labels are retained; the site has not been reconciled.
TKT-2026-03829 - the deduction under defence
One recorded breach is disputed on a keyholder-access basis. The response and fix clock records remain unreconciled, so this example does not establish a compliant response or an accepted reversal.
- Ticket
- TKT-2026-03829 · P2 urgent · Parkside Library boiler.
- Deduction
- £250 - the client records the response as 4h 45m, exceeding the four-hour P2 target by 45 minutes.
- Defence · pending clock reconciliation
- GPS records arrival at 3h 10m from the call and a further 45-minute wait for the keyholder. The quoted Schedule 4, clause 8.3(b) is the stated access-pause basis for review. Those entries do not currently reconcile the client-recorded 4h 45m response or the register's 6h 20m fix with the Defence Pack timeline. Raw times are retained; no final compliance or deduction decision is inferred.
- Evidence
- GPS arrival timestamp (3h 10m); engineer app status "waiting for keyholder" (3h 10m); caretaker call log (3h 15m no answer, 3h 30m answered); caretaker on site at 3h 55m; photograph of the locked entrance (3h 12m).
- Status
- Submitted to H. Marsden, Aldgate BC contract manager, on 16 May 2026. Response pending. If accepted, the £250 is reversed; if rejected, it escalates to the NEC4 TSC dispute resolution procedure.
The £250 stays disputed while the clock basis is reconciled and Aldgate BC's response is pending. The other four breaches, £550, are accepted as valid. Together they form the period's £800 deduction exposure; accepted deductions are not successful defences or recovered savings.
The threaded ticket, scored and closed
TKT-2026-03847 - the recurring roof-valley leak at Aldgate Central Library, three calls in seven months - ran through all six stages. The register records Met and no deduction, with a works order raised for the permanent repair; the achieved fix-clock basis remains unreconciled.
- Response
- Met. 1h 24m against the four-hour P2 response target.
- Fix
- Recorded Met, 6h 36m against the eight-hour target; achieved fix-clock basis unreconciled.
- Deduction
- Recorded None; retained without an independent fix-compliance conclusion.
- Follow-up
- WO-2026-00847 raised for the permanent repair to the north-east roof valley, subject to listed-building consent.
- Cost
- Labour £131.50 and materials £29.60, total £161.10. Cumulative on the roof section across three calls, £366; estimated permanent repair, £1,800.
Response is recorded at 1h 24m against the four-hour target. Dispatch shows 6h 36m as time remaining at the 10:38 arrival, not an achieved fix duration. Raw fix, Met and no-deduction states are retained; no independent fix-compliance conclusion is established.
The month's reports, and the gate
Defence produces three documents from one dataset. The client sees the SLA report; the desk runs on the weekly report; the disputed deduction travels in its own defence pack.
Monthly compliance against target, by priority, with the breach register and deduction position. Issued to the contract manager.
The operational cut - open tickets, week-by-week response and first-fix - used to run the desk between monthly reports.
The per-breach defence. TKT-2026-03829 travels with its clause basis and evidence chain.
The checks below are requirements before the monthly pack leaves the desk. TKT-2026-03829's response/fix clock reconciliation remains open in this example; the gate is not shown as complete.
- Illustrative SLA calculation: 175 recorded SLA-met calls out of 180 gives 97.2%, against the 95.0% target; the disputed ticket remains in the recorded five breaches.
- Each recorded breach reviewed; unresolved clock bases flagged before issue.
- Each deduction accepted with reasoning or defended with evidence.
- Planned maintenance reconciled: 103 of 108 PPM tasks.