Skip to content

New Planning Portal – one week on

by on April 4, 2016

So firstly, an update on the email issue from last week which was stopping users from resetting their accounts.

Our supplier delivered us a workaround which was tested and delivered over the weekend.  This means that we can now reset passwords over the phone for any customers still affected.

Our support and account management teams are phoning back those users who have logged this problem with us as quickly as possible.  I appreciate that it is frustrating, but please don’t call/email again if you already have an incident number as this will just slow the process down.  Thanks for your continuing patience with this.

I can assure you that every customer problem is dealt with as quickly as possible, but I’m aware that wait times on the phone and responses by email are still far longer than anyone would want (including us).  In order to resolve problems asap and bring down the backlog, the team have been working evenings and over the weekend.

It is also worth mentioning some key stats for last week.  By 17:00 last Friday:

  • more than 10,000 users had successfully reset their accounts
  • more than 14,500 applications had been created
  • more than 100,000 supporting documents had been uploaded
  • around 7,500 applications had been successfully submitted


  1. Richard Grundy permalink

    Sarah, please could you provide a date and time that the requests received by 17:00 on Friday 1st April 2016 will be dealt with? Unfortunately the emails I receive advising that my reset request will be dealt with do not provide dates/times.

    • sarahchilcott permalink

      Hi Richard. I’ve emailed you separately. Please provide your incident number and I’ll take a look. Thanks, Sarah

  2. I’m afraid that getting logged in is proving immensely difficult which doesn’t say much for the ability of your IT provider. In addition if I look to connect to the new website my McAfee security software flags up a warning.

    • sarahchilcott permalink

      Hello. Sorry you are having problems logging in – what is the problem exactly? On the McAfee issue, this was reported at the beginning of last week by a couple of local authorities. The site had been incorrectly classified for some reason. That’s been fixed now, so the message should go away after your next McAfee update – timeframes vary, but most are fairly regular, so hopefully not too long. Sarah

  3. The rules requiring passwords to be complex seem to be excessive. Just about every password I could remember was rejected as being insufficiently complex. I now have one which I will never remember without writing it down

    • sarahchilcott permalink

      Hi Paul. Sorry you’ve had trouble with the passwords. These kind of rules seem to be increasingly built into modern systems to prevent data being compromised. Our help text explains the rules and our FAQs give some ideas of strong passwords which could also be memorable. Sarah

  4. Chris permalink

    Two very frustrating issues:

    1) It says I’m logged in, but as I click through to my list of applications, it asks me to re-login again. What i’m having to do is before doing anything on the planning portal website is first log out, which now requires multiple clicks, and log in again, to avoid having to relogin again.

    However, much more frustratingly:

    2) When uploading documents, you have to first select a document, then add comments, and only then can you upload. This is completely counter intuitive. I chose Design and Access Statement from the drop down, then went to attach it, clicked the document, however i get an error because i have to provide a comment. so I have to go attach it again. Not needed.

    Please make the comments section optional.

    • sarahchilcott permalink

      Thanks for your feedback Chris. I’ve asked the team to look into both problems. Sarah

  5. I have tried to get logged into my account several times yesterday and today. I get told to use a password containing 25 symbols many of which are not even on my keyboard. Have tried the help phone line but gave up after 20 minutes on hold. When will you get your system running properly and your phone line adequately manned? I have also been told that your site does not have a safety certificate. Really a complete mess from the Portal.

    • sarahchilcott permalink

      Hi. Sorry you have been having problems. The password need only have 8 characters- the rules are explained in the help text next to the field and our FAQs which you can get to from the bottom of any page. Apologies also that you’ve had to wait. We did increase the people on our help line before the launch and since but it’s true that waiting times are still much longer than we’d like though they are coming down. We’re doing everything we can to get this back to normal asap. Sarah

  6. Steven Hartley permalink

    Can’t find the volume calculator. Is it still available?

    • sarahchilcott permalink

      Hi. Its not on the site at the moment, but a few people have asked for it, so we’re just testing it on the new site and then it will be up. I’ll give an update when I know when. Sarah

  7. Tom Brown permalink

    The householder application form is still bugged. Especially when it comes to validation.
    Although the forms have all been completed it hangs. Plus you have to look bottom left in the browser to see if the portal is still processing your request. You need to add a widget spinner on every page; not just some.

    • sarahchilcott permalink

      Thanks for the feedback Tom. We’ll take a look. Sarah

Please give us your feedback but we won’t publish any comments that are not constructive or that criticise any individual, any named business or any local authority. Please note, all comments will be moderated before being published.

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: