FAULT

RECOMMENDED COURSE OF ACTION 

CASE SEARCH

I get a 'Page cannot be displayed' error when I try to access an online appeal form or the Case Search facility

Check our Availability page to see whether the system should be available.

Check with your IT Department that the URL for the Planning Portal hasn't been added to your Internet Explorer proxy server exceptions.

I'm having problems completing the field for the name of the council

This field uses a pop-up and if you have a pop-up blocker, it won't be able to work.  You should set it to temporarily allow pop-ups whilst you are using the PCS site.  It could also be that your internet browser is not compatible with the system - please check our System requirements.

If you still have a problem, enter part of the name eg Elmbridge, and then click on the LPA Finder.  This should find the right record and complete the field for you.

We are seeing if a change to our system could help too. [WR-1078]

I'm trying to Search for a case(s) but I keep getting an error message

We are aware that there is currently a problem with the case search facility and this is under investigation.  Please keeping searching for the case we have been assured the results will appear.

If you are looking to submit comments on a case and the deadline is due, please submit your comments via e-mail to the PCS mailbox at pcs@pins.gsi.gov.uk

COMMENTS FACILITY

I want to use the Comment on this case link, but when I get to the View documents screen, the link is gone.

If you are an Agent, Appellant or Local Planning Authority looking to use the facility to submit your final comments, please send your comments to us via e-mail using the e-mail address displayed at the top of our start letters.

I don't seem able to re-use my details and have to enter them again each time.

We are aware of this problem and are working to fix it [IR747].  In the meantime you could send us comments by e-mail - send them to enquiries@pins.gsi.gov.uk or pcs@pins.gsi.gov.uk quoting the appeal reference number and asking us to pass the e-mail on to the relevant Case Officer.

FORMS: GENERAL

(See also entries below for specific forms)

When I click on the link in the on-screen receipt to get a copy of what I have submitted, I get an error message.

This may happen on rare occasions when staff here access the submission before you access the link.  If this happens, please contact us on 0117 372 8842 and we will e-mail you a copy of the document.

I have an Apple Mac, and your system doesn't seem to work for me.

We are sorry that our system doesn't work for Apple Macs at the moment.  We are looking at ways in which the service can operate with a wider range of systems, including the Apple Mac.  In the meantime, if you do not have access to a PC meeting our System requirements, please contact our Customer Support Team by e-mail at enquiries@pins.gsi.gov.uk or by telephone on 0117 372 6372 and they will be able to send you a form.

I've been told that my attachment is too big.  What can I do about it?

You can e-mail large attachments to us - either to the e-mail address at the top of any letter you have from us about the appeal, or to appeals@planning-inspectorate.gov.gov.uk

There isn't enough space under Site Ownership details for all the owners of the site - what should I do?

Enter details for the first 3 owners of the site on the form, then send an e-mail with details of the remaining owners to appeals@planning-inspectorate.gov.gov.uk, quoting the appeal reference which will be provided to you once you submit the online form.

Don't forget to send a copy of this e-mail to the council with their copy of the appeal form and supporting documents.

Various screens – nothing seems to happen when an action button is selected (eg Submit)

Please check with our System Requirements to ensure that your own Operating System and Browser are compatible with the system.

If you have a pop-up blocker, this could be affecting the way the system works.  Please check the settings and set it to (temporarily) allow pop-ups from the PCS site.

I'm having problems completing the field for the name of the council

This field uses a pop-up and if you have a pop-up blocker, it won't be able to work.  You should set it to temporarily allow pop-ups whilst you are using the PCS site.  It could also be that your internet browser is not compatible with the system - please check our System requirements.

If you still have a problem, enter part of the name eg Elmbridge, and then click on the LPA Finder.  This should find the right record and complete the field for you.

We are seeing if a change to our system could help too [WR1078].

Where there is an Agent, the correspondence preference for the appellant is mandatory - even though all correspondence will be with the Agent, not the appellant

We are aware of this problem [WR1080], and are working to correct it.  In the meantime, please select the option for correspondence by post.

I have submitted my online appeal, but the 'Please wait' screen has been there for ages now....

This happens on a random basis and we have been investigating the cause.  Please contact our Customer Services Team on 0117 372 6372 if this happens to you, and they can check whether your appeal (or other submission) has reached us.

PLANNING APPEAL FORM

The copy of the form I get after submitting, says that I should send a copy to the Inspectorate.  Do I really have to do this?

No.  The online submission is enough.  We will remove these words from the online form [WR1074].

After I submit the appeal and get the PDF copy through the on-screen receipt, the appellant and agent details are transposed in the 'signature' part of the form.

We are aware of this error and we are working to correct it [IR672].  You need do nothing.  It will not affect the validity of the appeal.

LISTED BUILDING CONSENT APPEAL FORM

When I complete the Grounds of Appeal, and they take up more than one page, the continuation sheet built into the copy of the form that I get after submission is blank and there is nothing on the continuation sheet that appears in Section N.

We are aware of this problem and are working to correct it [IR749].  In the meantime, please check your copy of the form and send an e-mail to us at appeals@pins.gsi.gov.uk with the missing words, quoting the appeal reference.  Remember that you will also need to send this information to the council with their copy of the appeal form and supporting documents.

The copy of the form I get after submitting, says that I should send a copy to the Inspectorate.  Do I really have to do this?

No.  The online submission is enough.  We will remove these words from the online form [WR1074].

LPA QUESTIONNAIRE - PLANNING

Question 9a asks me to attach a document or say it will follow separately.  It used to be a field that allowed me to enter the details.

This problem is being fixed.  In the meantime, please either (a) answer 'To follow' and then send us an e-mail with the relevant information, or (b) answer 'Attached' and send a document with the necessary information.

LPA QUESTIONNAIRE - ENFORCEMENT

Questions 12 and 17d: It is not currently possible to indicate that these questions are not applicable.

Answer the Questions as 'To follow by post' and then e-mail the Case Officer (their e-mail address will be on the Start letter) and advise them which items do not apply.  The copy of the completed form that you will be able to save once you have submitted it, will have a list of those items that you said would 'follow by post' and you can use this as a cover sheet when sending us the documents.  You can indicate on there that certain items are not applicable.