Cases in progress
Find information and support to help manage your submitted applications.
Receiving case updates
Visit our service updates page for a quick overview of our current service levels and business volumes. We update this page daily.
To help you keep track of your cases:
- When logged into our online application system, you're able to use the case tracking feature so you know how your client's case is progressing
- We’ll send you an email notification letting you know when a case status has been updated. You can simply log in to see the update
- You're able to send messages directly to the team looking after your case from our online application system. This can be the quickest way for you to get further support once you've submitted a case.
Case updates you can’t track online
You'll need to speak to us if you have a case update query you can't track online. To get in touch you can:
- Send us a case message through our online application system
- Use our Contact Lookup to find your dedicated support
- Start a Live Chat* with our applications in progress query team.
*Live Chat is available 9am to 5pm Monday – Friday (excluding Bank Holidays). Chat transcripts may be recorded for training and monitoring purposes.
Linking your cases to your case administrators
Your case administrators can help you manage your clients' cases. They can upload documents, progress your cases and log in for updates.
Simply follow the steps below to give them access by adding them to your profile. You’ll need to make sure they've registered for our online application system before getting started.
Log in to our online application system and navigate to your profile management page.
You can access this by clicking your account name coloured blue in the 'Welcome' message at the top of the page.
Scroll down the page to the 'Case permissions' section and click the '+' icon to open the tab.
If your account is showing the message below, you'll need to get in touch so we can verify your account. We'll set up your case permissions and add the 'allow case admin' functionality to your account.
Click 'Add case administrator'. This should open a list of your firm's registered administrators you can add to your profile.
If they've registered and you can't see them please get in touch. We'll need to verify them and add them to your profile.
Select which case administrators you wish to have access to your cases.
You'll also be able to select:
- The level of access rights you wish to give. The options are 'Full' or 'Post submission'
- Whether they're sent case notifications for receiving updates.
Click 'Save' to confirm your choices, otherwise you'll lose your changes.
Now your case administrators are linked, they can log on to their online account and start helping you manage your clients' cases. We'll also be able to discuss your clients' cases directly with them.
