| name | Asset fault triage |
| description | Classify a reported fault, set the response class, and dispatch with the right detail. |
| category | operations |
Triaging a reported fault
The classification decides the response time and it is set by risk, never by how
the report was worded.
Classify by danger first
Immediate danger to life — exposed conductor, gas smell, structural
collapse, flooding into a property. Dispatch now, and give the caller the
make-safe instruction before ending the call.
Danger without immediacy — the trip hazard, the unlit stair, the leaning
pole. Same day, with the area made safe.
Service affecting and cosmetic follow the published response classes.
Capture for the crew
Precise location, with an asset reference or a what3words if there is no
address · what is wrong · when it started · whether anybody has been hurt · the
access constraint — locked gate, livestock, a dog, restricted hours.
That last one is the field most often skipped and the commonest reason a crew
returns without doing the work.
Never
Downgrade because it has been reported before, or promise an attendance time
outside the published class.