New Planning Portal – one week on
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