Report deadlines and dealing with queries
WHEN SHOULD I SUBMIT THE REPORT?
If you complete your visit on Sunday-Thursday, we need to receive your report by 12:00 noon UK time the next day, so we can contact you to discuss the contents before sending to our client. Add an extra day if you complete your visit on a Friday/Saturday. Add an extra day for UK bank holidays. Please contact the office as soon as you think your report is going to be late. The information will need to be detailed on your visit and your profile so that the validators are aware of the delay.
WHAT HAPPENS NEXT?
Our Assessment Quality Team will review the content, edit if appropriate, and send to our client by the end of the day. If there are any inconsistencies or if we need any extra details, we need you to be available by email so we can clarify these. Our clients then use the contents of your report to monitor performance and influence business decisions. You will need to be available for queries on the day that your report is due in.
CAN I SPECIFY A TIME TO ANSWER QUERIES ON MY REPORT?
When submitting a report, you can request to be contacted at a specific time and we will try our best to email at that time. However, as we have hundreds of reports a day to review, we can't always meet all requests. If you don't think you will be available on the day your report is due, please don't book the visit. Wherever possible please do email us back before the end of the day. If you are unavailable and we cannot clarify some required details, then we may not be able to use your report and you would not be reimbursed.
Related Articles
Completing your report
HOW SHOULD I STRUCTURE MY REPORT? Ensure the whole report is written in the past tense. Keep your report factual and objective. For example, instead of guessing that a dish was “microwaved”, include what made you think that – did you see/hear a ...
Submitting your report
Once you have reached the end of the questionnaire there will be a ‘Final Check’ box. When selecting this box, if you have not completed the questionnaire, you will be notified of how many questions are left to answer and which ones. When the ...
About my status
WHAT DOES MY STATUS MEAN? Your status reflects the quality of your reports, ability to meet report deadlines and cancellations made within 10 days of the last available date. There are 4 status levels: Bronze, Silver, Gold and Platinum. The higher ...
Knowing what you need to do
WHAT DO I HAVE TO READ? You need to confirm that you have read two things; the brief and the questionnaire. The brief is specific to the visit and includes details of what you need to do for your report to be accepted. By previewing the ...
Technical Issues
I AM EXPERIENCING AN ISSUE WITH THE WEBSITE. Please screenshot the issue you are experiencing and send this to our Support team by adding a ticket via the Helpdesk, along with a description of the issue and the device and browser you are using. I AM ...