Priority Classification Matrix: P1 / P2 / None (P3)

Purpose: Context for an LLM that classifies Town Council maintenance cases into contractual urgency tiers using only the case’s text (Description + Dlog). Derived from: ExtractUrgentCases_24thSept2026_LLM_Percentage_gpt-6-luna_FINE_TUNE.py (v6.4, 23 Sep 2026). It uses Contract Clause 5.4, “Order of Proceeding and Execution of Works” (SP Page 15).

Guiding principle: Be precise and conservative. Most cases are NOT P1 or P2. If a case is vague, administrative, or only loosely resembles the examples, classify it as None.

1. Priority Tiers

Tier	Response time	General criteria (Clause 5.4)	Typical meaning
P1	25 minutes	(i) Affects essential services to the whole block (ii) Irregularities/defects that endanger life, limb and property (iii) Affects the security of the premises (iv) Functions needing urgent access to electricity and water supply	Multi-unit or whole-block essential-service outage, active fire, or active structural failure
P2	40 minutes	(i) Causes nuisance/annoyance/inconvenience to residents (ii) Defects in common areas posing security risks to residents	A single-unit outage, or a common-area defect from the listed examples
None (P3)	Normal SLA (by Priority field: Normal 7 / Urgent 3 / Immediate 1 working days)	Everything else	Routine maintenance, cosmetic, nuisance, pest, hygiene, or already-resolved cases

2. Decision Procedure (apply in order)

Step	Check	Rule
1. Evidence	What text to judge	Use Description and Dlog combined. Dlog (technician log) often has the ground truth. Ignore Category / Sub Cat Desc labels, because they are broad administrative buckets and not evidence.
2. Severity Gate	Does it qualify at all?	The case must pass (A) or (B). Sounding unsafe, unhygienic or annoying is not enough. (A) Matches a listed example in type (see Section 3). (B) Genuine structural or mechanical failure that is active or imminent, with a real risk of injury or major property damage right now. Routine wear-and-tear does not count.
3. Out-of-scope filter	Is it an excluded category?	If the case falls in Section 5, output None. The exception is when it independently passes (A) or (B).
4. Special rules	Lighting, lifts, leaks, walking surfaces	Apply Section 6.
5. Scope of impact	P1 or P2?	Use Section 7. One unit means P2. Multiple units, the whole block, or a shared facility used by many residents with its function impaired means P1.
6. Computed evidence	Cluster or time-of-day notes	Weigh as corroboration only (Section 8).
7. Resolution	Is it still ongoing?	Set `resolved: true` if the text shows the issue is already fixed. Final category = None if resolved; otherwise final category = raw_category.

3. Listed Contract Examples (Severity Gate test A)

P1 examples (25 min)

#	Example	Notes
P1-i	Electrical rising main or BI connector burnt
P1-ii	Whole block / carpark no electricity or water supply	“Market”, “building” and “estate” count as whole-premises
P1-iii	Main soil/waste pipe choke	Must be the main stack, not a unit fixture
P1-iv	Void deck functions need electricity/water supply
P1-v	Manhole choke
P1-vi	Switchroom no electricity supply to lift
P1-vii	Rooftop water tank overflowing
P1-viii	Pump room suction tank overflowing or any alarm on; common tap/pipe burst	Requires a common/main qualifier
P1-ix	Fire case	Actual fire incident only, e.g. “on fire”, “fire broke out”, “caught fire”

P2 examples (40 min)

#	Example	Notes
P2-i	One unit without electricity/water supply	Must be currently out
P2-ii	Corridor/balcony rainwater down pipe choke
P2-iii	Bin chute tap on / common tap on (left running)
P2-iv	Public lighting not on	Restricted by the Lighting rule (Section 6)
P2-v	Common area pipe leaks	From shared supply infrastructure, not a sink or tap
P2-vi	Apron gully choke
P2-vii	Ground floor soil/waste pipe leaks
P2-viii	Wiring dangling in common area
P2-ix	Carpark lighting not lighted / turned on late	Restricted by the Lighting rule (Section 6)

4. Master Classification Matrix (by domain)

Domain	Scenario in text	Classification	Scope
Electricity	Whole block / building / market / estate / carpark no power	P1	multiple_units_or_block
	Two or more units no power (or the Dlog reveals other affected units)	P1	multiple_units_or_block
	Switchroom no power to lift; rising main / BI connector burnt	P1	multiple_units_or_block
	One unit no power, including “whole house/flat/unit” and “electrical trip, power off now”	P2	single_unit
	Intermittent trip but power is currently on	None	not_applicable
	Power already restored per Dlog	raw P2/P1, resolved → None	as applicable
	Machine or facility outage (vending, car-wash dispenser, CRC rubbish room)	None (unless another rule applies)	not_applicable
Water supply	Whole block / multiple units no water	P1	multiple_units_or_block
	Low pressure where the Dlog names several units on the same riser (shared PRV fault)	P1	multiple_units_or_block
	One unit no water	P2	single_unit
	Rooftop tank overflow; pump-room tank overflow or alarm	P1	multiple_units_or_block
	Common tap left on / bin chute tap on	P2	common_facility_many_users
Pipes / leaks / chokes	Common or main pipe burst	P1	multiple_units_or_block
	Main / vertical / riser pipe actively leaking or discharging (even inside a flat)	P1	multiple_units_or_block
	Main soil/waste pipe choke; manhole choke	P1	multiple_units_or_block
	Common-area pipe leak (shared supply, control valve, overhead common pipe)	P2	common_facility_many_users
	Ground-floor soil/waste pipe leak; corridor/balcony down-pipe choke; apron gully choke	P2	common_facility_many_users
	Minor fixture leak (kitchen tap, sink, single drain), even if the category says “Pipe Leak”	None	single_unit / not_applicable
	Mentions “main pipe” or “leak” in passing, e.g. “repair done, no leak”	None	not_applicable
Fire	Active fire / fire broke out / caught fire	P1	as applicable
	Burning material actively igniting nearby flammables (embers landing)	P1 (fire-case)	as applicable
	Fire door propped open, extinguisher expired, alarm testing	None	not_applicable
	Joss-paper burning smoke/flakes/odour, no active ignition risk	None	not_applicable
Structural	Spalling concrete with debris actively falling in a shared area	P1	common_facility_many_users
	Crack exposing a void or canal below, possible structural failure	P1	common_facility_many_users
	Tall unstable tree that may fall on people or vehicles	P1	common_facility_many_users
	Open or severely undermined manhole (fall-through risk)	P1/P2 (genuine hazard)	common_facility_many_users
	Potholes, cracked or uneven pavement, sunken bricks, lifted jogging track, loose tiles (“trip hazard”)	None	not_applicable
Lighting	Single light out (corridor, carpark, void deck, staircase, park), including when urgent, repeated or at night	None	not_applicable
	Multiple distinct fixtures or circuits out together (e.g. corridor + staircase + lift landing)	P2	common_facility_many_users
	Area in complete darkness with no safe alternative route	P2	common_facility_many_users
	Flickering bulb, motion sensor not triggering, overdue lamp repair	None	not_applicable
Lifts	Single lift down, no mention of other lifts	None (assume others work)	not_applicable
	Only remaining lift down, or ALL lifts serving the block down	P1	common_facility_many_users
	Lift taken out of service or physically inoperable (stated)	P1	common_facility_many_users
	Lift soiled (faeces/urine/vomit) but still usable	None	not_applicable
	Cosmetic (scratched button, dirty panel)	None	not_applicable
Security / doors / wiring	Common door detached from hinges / physically failed	P2	common_facility_many_users
	Dangling or exposed wiring, broken switchboard in a common area	P2	common_facility_many_users
	Gate or door reported repeatedly but still functioning (slow repair)	None	not_applicable
Playground / equipment	Confirmed broken safety-critical component (e.g. swing anchor broken)	P2	common_facility_many_users
	Rusting, loosening, creaking (wear-and-tear, no failure)	None	not_applicable
Out-of-scope	Pests, noise, odour, litter, hygiene, obstruction	None	not_applicable

5. Out-of-Scope Categories (always None unless they independently pass test A or B)

Category	Examples	Exception
Pests / animals	Rodents, pigeons, birds, mosquitoes, bees, insects, stray cats	None
Noise / odour / nuisance	Rooster crowing, incense smoke, amplified selling noise, void-deck gatherings	Active ignition or fire risk → evaluate as a fire case
Litter / hygiene	Rubbish, food waste, urine, vomit, faeces, a soiled lift	The facility is stated as unusable or taken out of service
Obstruction / space	Bicycles or belongings narrowing a corridor or void deck	It blocks a fire/emergency egress route or makes an essential facility unusable
Walking-surface defects	Potholes, uneven paving, lifted tiles, jogging-track surface	Genuine fall-through or entrapment hazard (e.g. an open manhole)
Slow turnaround	“Reported many times, still not fixed”	The underlying defect itself qualifies

Urgent, frustrated, “ASAP”, or “safety hazard” wording never upgrades severity on its own.

6. Special Rules

6.1 Lighting (single fixture is not enough)

Classify as P2 only if at least one of these is true: 1. Multiple distinct lights or circuits are out together. The same light reported several times does not count. 2. The text says complete or total darkness with no safe alternative route. “A bit dark” does not count. 3. A cluster signal corroborates several separate lighting outages in the same block.

Otherwise the case is None. Night-time reporting alone never upgrades it.

6.2 Lifts (only the last working lift matters)

Situation	Classification
One lift down, others work or none are mentioned	None
The only remaining working lift is down	P1
All lifts serving the block are down	P1
Lift explicitly out of service or inoperable	P1
Soiled but usable, or cosmetic	None

6.3 Leaks

Source of leak	Classification
Main / vertical / riser pipe, actively discharging	P1
Common / main pipe burst	P1
Shared supply pipe, control valve, overhead common pipe	P2
Ground-floor soil/waste pipe	P2
Sink, tap, single drain, fixture-level (judge the text, not the category label)	None

6.4 Resolution

Text says	Output
“resumed”, “restored”, “rectified”, “resolved”, “back to normal”, “no further action”, “case closed”	`resolved: true` → final = None (raw_category is still recorded)
Issue ongoing	`resolved: false` → final = raw_category

7. Scope of Impact (the main P1 vs P2 decider)

Scope	Key phrases	Tier (if the Severity Gate is passed)
`single_unit`	“my unit”, “this unit”, “#05-123”, “whole house”, “whole flat”, “whole unit”, “entire home”	P2
`multiple_units_or_block`	“two units”, “several units”, “whole block”, “whole building”, “whole market”, “whole estate”, “entire carpark”, or the Dlog naming several affected units	P1
`common_facility_many_users`	Lift, common corridor, shared water tank, playground, common door. The function must be impaired.	P1 or P2, per the matrix
`not_applicable`	Routine, cosmetic or out-of-scope	None

Word trap: “whole” and “entire” do NOT mean P1 automatically. Check the noun they attach to. - “Whole house no power” → P2 (one dwelling) - “Whole block no power” → P1

Scope can change: Judge scope from Description and Dlog together. A complaint that says “this unit” becomes P1 if a later Dlog entry names other units with the same issue from a shared cause. Units mentioned for unrelated reasons do not count, for example a neighbour as the leak source, or a neighbour’s water shut off during investigation.

Scope only decides which tier applies. It never turns a routine or cosmetic case into P1 or P2.

8. Computed Evidence (if provided below the case text)

Signal	Meaning	How to weigh it
Cluster signal	4 or more outage complaints (no power / no water / blackout) from the same block within 30 minutes	Strong support for multi-unit scope → P1, unless the case’s own text shows it is isolated, unrelated or resolved. It does not make a non-outage case P1.
Time-of-day signal	Lighting complaint timestamp, with night defined as 7pm–7am	Corroboration only. It never upgrades a single light. It only makes a “total darkness” claim more plausible.

9. Calibration Examples (confirmed correct)

#	Case text (abridged)	Raw	Scope	Resolved	Final
1	Whole block no electricity supply	P1	multiple_units_or_block	false	P1
2	Unit 05-123 no electricity supply	P2	single_unit	false	P2
3	Fire door propped open at block 3	None	not_applicable	false	None
4	Fire extinguisher expired	None	not_applicable	false	None
5	Kitchen tap pipe leaking slightly	None	single_unit	false	None
6	No water in unit. Dlog: supply resumed, case closed	P2	single_unit	true	None
7	One carpark light not working (blk 37A)	None	not_applicable	false	None
8	Concrete cracked, can see down into canal, possible structural issue	P1	common_facility_many_users	false	P1
9	Heavy water/foam actively discharging from top of main vertical pipe in flat	P1	multiple_units_or_block	false	P1
10	Switchboard broken, wire hanging out of box, near lift F	P2	common_facility_many_users	false	P2
11	Whole market no EL supply	P1	multiple_units_or_block	false	P1
12	Whole house no power supply, check ASAP	P2	single_unit	false	P2
13	Two units on level 5 no water since morning	P1	multiple_units_or_block	false	P1
14	Lift soiled with faeces, urgent cleaning, many affected (still usable)	None	not_applicable	false	None
15	Lift button panel slightly scratched	None	not_applicable	false	None
16	Low water pressure “in this unit”; Dlog: 3 units on same riser, shared PRV fault	P1	multiple_units_or_block	false	P1
17	Electrical trip disrupted supply to the unit (currently out)	P2	single_unit	false	P2
18	Potholes and cracked pavement near lamp post, risk to elderly/children	None	not_applicable	false	None
19	Sunken red-brick flooring, trip hazard	None	not_applicable	false	None
20	Lifted rubber jogging-track surface, tripping hazard	None	not_applicable	false	None
21	Bicycle overcrowding at void deck reducing space	None	not_applicable	false	None
22	Amplified selling noise disrupting shift worker’s sleep	None	not_applicable	false	None
23	Rodent activity at rubbish chute	None	not_applicable	false	None
24	Severe spalling concrete, debris falling, public safety risk	P1	common_facility_many_users	false	P1
25	Tall unstable tree may break in winds and damage vehicles	P1	common_facility_many_users	false	P1
26	Corridor light + staircase light + lift landing light all out	P2	common_facility_many_users	false	P2
27	Diverted path in complete darkness at night, no lighting at all	P2	common_facility_many_users	false	P2
28	Lift B not responding (no other lift mentioned)	None	not_applicable	false	None
29	Only lift left working has broken down; other lift out since last week	P1	common_facility_many_users	false	P1
30	Joss paper burning in corridor, flakes, smoke, smell	None	not_applicable	false	None
31	Power trips from time to time; currently there IS electricity	None	not_applicable	false	None
32	Common staircase door detached from hinges	P2	common_facility_many_users	false	P2
33	Side gate reported several times, not yet attended (still functions)	None	not_applicable	false	None
34a	Playground swing anchor point broken	P2	common_facility_many_users	false	P2
34b	Playground screws rusting and loosening, creaking	None	not_applicable	false	None
35	Hawker centre sink leaking (category says “Pipe Choke/Leak”)	None	not_applicable	false	None

10. Required Output Format

Return only one JSON object, with no markdown and no extra text:

{
  "raw_category": "P1 | P2 | None",
  "affected_scope": "single_unit | multiple_units_or_block | common_facility_many_users | not_applicable",
  "resolved": true,
  "confidence": "High | Medium | Low",
  "rationale": "<= 25 words explaining the decision, referencing scope where relevant"
}

raw_category: what the case matches, ignoring resolution.
resolved: whether the issue is already fixed according to Description or Dlog.
Final category is computed downstream: None if resolved else raw_category.

Appendix A: How the downstream script uses the result (for reference only, not for the classifier)

Signal	Weight (% of 100)
P1 contractual urgency	45%
P2 contractual urgency	40%
MP escalation intent (regex)	35%
SLA breach: 1–3 / 4–12 / 13+ days over	5% / 10% / 15%
Bonus (escalation, safety or repeat), only when SLA breach is the sole primary signal	+5%

Risk Level: Critical ≥ 70, High ≥ 40, Medium ≥ 20, Low < 20. P1 and P2 cases are never dropped by the 50-case daily cap.

Appendix B: Issues found in the source prompt during review

Invalid scope label in calibration examples. Examples 1, 9 and 11 in the script’s prompt use affected_scope whole_block, which is not one of the four valid values. The parser silently changes it to not_applicable, which corrupts the _UrgencyScope audit column. This matrix uses multiple_units_or_block instead. The same fix is recommended in the script.
Lighting conflicts with the contract wording. P2 examples iv and ix (“public lighting not on”, “carpark lighting not lighted”) are deliberately narrowed by the v6.4 Lighting rule, based on operational feedback. A new model may weight the contract example over the rule, so keep Section 6.1 prominent.
Calibration example 34 is ambiguous. The script’s docstring calls a broken swing anchor “P2/P1-eligible”, but the prompt says P2. This matrix uses P2.