How to use the Helpdesk and get support
If you're stuck, start by searching articles in this knowledge base.
If you need to contact us, you can simply email firstname.lastname@example.org
. This will create a ticket in our support desk which is monitored throughout UK business hours - we will get back to you as soon as we can.
You can also create a new ticket directly by using the link to the form at the bottom of any page (here's a quick link
If you would like to see previous tickets you have raised, and have access to other features, use the 'Sign Up' link at the top to create an account. You will then be able to access 'My Tickets'.
HGEM Go App
HOW CAN I GET THE APP? There are QR codes and links on this page that will take you through either to Google Play or the App store. You could also search for 'HGEM Go' on your app store. From there you can install the app onto your phone. WHICH ...
WHEN CAN I EXPECT TO BE REIMBURSED? When your report has been reviewed by the Assessment Quality team, you will receive a confirmation email with a reimbursement date, which will be within 4 weeks of your visit. Your reimbursement will be paid to the ...
Booking visits with HGEM
HOW DO I BOOK A VISIT? To book a visit login to your account and select ‘Book a Visit’. Here you will be able to see all the visits available in your selected locations. Select the visit you are interested in, check you are happy with the visit ...
I AM EXPERIENCING AN ISSUE WITH THE WEBSITE. Please screenshot the issue you are experiencing and send this to our Support team at email@example.com, along with a description of the issue and the device and browser you are using. I AM UNABLE ...
Making a complaint to the venue
Please do not approach the venue after your visit to complain. Remember that you have the opportunity to record factually in your report what happened - please keep the details balanced and objective. WHAT IF I GET SICK AFTERWARDS AND SUSPECT FOOD ...