Help home

Issues with the apprenticeship service for employers

We’re aware of some issues within the apprenticeship service and are working to fix them. Whilst we fix these ‘known issues’, there are workarounds that you can try to overcome them.

Notification issues

Employers can experience any of these 3 notification issues.

  1. Receiving email and apprenticeship service account ‘requested changes’ notifications, for an apprentice record that’s already stopped. This could be for a specific apprentice or a cohort. 
  2. Receiving an apprenticeship service account ‘cohort requests ready for approval’ notification, when the cohort is already approved or there’s nothing to approve.
  3. Team members within their apprenticeship service account not receiving notification emails, even though they‘ve set up notification settings. 

Workaround

Employer’s should ignore these incorrect notifications and view the available cohorts in their apprenticeship service account. Select ‘apprentices’ to view the correct cohorts for review.

Cannot change stop date

The employer cannot change an apprentice’s stop date.

Workaround

Check if another team member in your apprenticeship service account can change the apprentice’s stop date. If nobody else can change the stop date, contact us.

Incorrect expired funds

Employers get unexpected expired funds or the funds are showing in an incorrect month in their apprenticeship service account. For example, funds that should expire in September are showing in October, or the value of the expired funds is wrong.

Workaround

If you are experiencing any of these issues, contact us. We will need the:

  • employer’s details
  • screenshot of the incorrect expired funds
  • breakdown of what the expired funds should be

Duplicate apprentices

Employers and training providers get duplicate information in the ‘manage apprentices’ section of their apprenticeship service account. The information is inaccurate and not in order.

Workaround

There is no workaround for this issue at the moment, we’re working to fix it. If you’re experiencing this issue, contact us. We will need the: 

  • employer’s details
  • screenshot of the duplicate information

Incorrect funding projections

Employers have inaccurate funding projections in the ‘finance’ section of their apprenticeship service account.

This shows inaccurate projected figures for future months and sometimes does not match levy declarations or current spending.

Workaround

This issue does not affect actual payments or account balances. We’re working to fix this issue.

Resolving apprentice data locks triggered by change to the ILR

The ESFA have resolved an issue affecting some users when making changes to the ILR for apprentices funded through the apprenticeship service. In some cases this has not triggered a notification in the apprenticeship service and it has not been possible to resolve the associated data lock. If you believe you have been affected by this issue you can re-submit your ILR at any point and check your apprenticeship service account for any notifications to action. Once you accept these the employer will receive their notification and if approved this will clear the data lock.

 

The deadline for submission of the R07 ILR was 6pm on Thursday 5 March and as part of the month end processing the ESFA will re-process all ILR submissions. This could cause a number of notifications [as above] which you can then action in order to receive payment in the following month.  We apologise for any impact this issue has had to users.

 

 

 

 

 

Is this page useful? Thank you for your feedback. You can