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Service Levels & KPIs | UK Bailiff Services Ltd

Service Levels & KPIs

These are our targets for common instruction types. We measure performance monthly and share results with contracted clients. Times below are in UK local time. “Next working day” means Monday–Friday, 09:00–17:00, excluding bank holidays.

Encampments: on-site ≤ 2h CRAR: notice next working day Forfeiture: next day if by 3pm Risk assessment: 1h on-site
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Clock starts when we confirm acceptance of your written instruction (email or portal). Out-of-hours requests are acknowledged and begin next working day unless pre‑agreed emergency cover applies.

Core operational KPIs

Encampments & rough sleepers

On‑site attendance ≤ 2 hours

From instruction acceptance. Welfare‑led engagement

CRAR (Commercial Rent)

Notice of Enforcement Sent next working day

Issued to debtor following compliance with pre‑conditions and client sign‑off.

$1

Illegal traders (premises)

s146 notice draft Next working day

Notice prepared for service; we coordinate service and evidence per your instruction.

Risk assessments (on‑site)

Complete assessment Within 1 hour of arrival
Share with client Within 2 hours of completion

Includes photos where safe and permitted.

Callback requests

Initial response Within 1 hour

Requests received outside working hours are returned the next working day.

Additional targets we track

Area KPI Target
Instruction triage Acknowledge new emailed instruction Within 2 working hours
Scheduling Confirm attendance window for urgent tasks Within 60 minutes of acceptance
Reporting After‑action report (AAR) By 4pm next working day
Evidence Photo pack / BWV references Within 4 working hours of completion
Court prep Draft witness statement / exhibit list Within 2 working days
Finance Invoice & fee breakdown Within 3 working days
Complaints Holding response / full response 1 working day / 5 working days
Vulnerability Escalate vulnerability to client lead Within 1 hour of identification
Availability Emergency on‑call coordinator 24/7 (pre‑agreed clients)

If external dependencies delay progress (e.g., traffic, police availability, court listing, access constraints, severe weather), we notify you and update the plan.

KPI FAQs

When does the KPI clock start?
When we confirm acceptance of your written instruction (email or portal). If we need further documents first, we’ll state that clearly when acknowledging the instruction.
What is a working day?
Monday to Friday, 09:00–17:00 UK time, excluding bank holidays. Out‑of‑hours work can be arranged by agreement.
Are these guaranteed times?
They are targets. Safety, legality and welfare come first. Where third‑party dependencies or risk prevent the target, we’ll tell you promptly and give a realistic revised timeline.

Last updated: . Want different targets in your contract? We can agree authority‑specific SLAs and dashboard reporting.

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