Member helpdesk
Open the support deskInclude your member ID, accreditation strand, software version and a clear explanation of the issue. Use the portal’s approved channel for assessment evidence and personal information.
Scheme queries should come to Kaizen first. We can refer unresolved technical or convention issues to the appropriate body. Members and stakeholders should not contact MHCLG or the Register Operator for individual assessment adjudication.
Frequently asked questions
How do I raise or follow up a technical query?
Open the existing support desk using the link above and sign in if requested. When following up, refer to your existing query or ticket reference so the support team can connect the correspondence.
What information should I include?
Give your member number, assessment strand, software name and version, the relevant convention or audit reference, and a clear description of the problem. Explain the steps you have already tried and any deadline. Share assessment evidence only through the approved portal channel.
When will I hear back?
We acknowledge stakeholder enquiries within one working day and indicate when a substantive reply can be expected. The time needed to resolve a technical issue depends on its complexity and whether it needs referral. Our office hours are Monday to Friday, 08:30–16:30.
Where can I find current conventions and audit evidence requirements?
Use the current documents for your strand and software. The EASOB website publishes smart-auditing rules and minimum evidence requirements. Ask the helpdesk if you are unsure which version applies to your assessment.
How much CPD do I need?
Complete at least 10 hours each membership year, plus 5 hours for each additional strand; at least 50% should be certified. See our CPD guidance for recording and evidence requirements.
What if I cannot access my member account?
Call 0330 223 6278 or use the contact details for access help. Never send your password by email or include it in a support query.
How do I make a formal complaint or appeal?
A technical support query and a formal complaint follow different processes. Read our complaints procedure or appeals process for the contact route, time limits and review stages.
Other ways we can help
Our response commitment
Stakeholder enquiries are acknowledged within one working day, with an indication of when a substantive reply can be expected. Member queries are logged through the helpdesk so responses can be followed up.