Responsibilities

The Planning Portal Service Desk is responsible for receiving and recording all requests from customers and dealing with these issues as quickly as possible. 

We provide initial assessments of calls and where appropriate, work to resolve them. If a request cannot be handled at the first point of contact, we will assign and monitor the request with relevant parties ensuring that you are kept informed of progress.  

The assistance we provide for users includes advice and guidance on:

• Accessing the Portal, including registration and logging in
• Online applications, including problems with creating, completing and submitting applications, and attaching files. Please note that payments are the responsibility of the local planning authority
• Site Plan Creator tool, such as marking out site boundaries, printing the map and attaching it to your proposal
• Development plans and proposal maps
• Technical issues, including issues caused by various types of software, i.e. operating system, browser, firewall, anti-virus
• Queries submitted via the FAQ section
• Feedback on the Portal, its services, availability and forthcoming changes

We also work with Local Planning Authorities to provide assistance on:

• Downloading applications. Please note if you are experiencing problems in downloading applications from your back-office system, please contact your ICT supplier
• Amending links and contact information contained on the Portal
• Updating payment information for applications i.e. cheque address, telephone number and linking to your payment engine. Please note that problems experienced with your payment engine will need to be referred to your payment provider
• Development plans and proposal maps. Information on publishing interactive development plans and proposal maps on the Portal is available via our FAQ section

For more information on services supported by companies, other than the Portal, such as:

• Queries regarding planning permission, applications, appeals, development plans and other planning related queries
• Online appeals (PCS)
• Payment of applications

please see the Contacts and Links page.