Issues with the apprenticeship service for training providers

Training providerThis article sits within the Training provider section

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.

Data mismatch notification

The training provider gets a data mismatch notification in their apprenticeship service account, but has not changed any information in the individualised learner record (ILR).

Example 

The training provider gets a notification that the standard or framework changed from level 2 hairdressing to level 3 engineering.

Workaround

If you get this notification and have not changed information in your ILR, check that you’re still receiving payments for this apprentice in your ‘Apps Monthly Payment Report’.

If you are receiving payments, then ignore the notification. It’s incorrect and we’re working to fix it.

If you are not receiving payments, contact us. We’ll ask you for the: 

  • training provider’s details
  • employer’s details
  • unique learner numbers (ULN) for all the apprentices this affects

Incorrect data lock

Training providers are getting a data lock on their data match report, even though the ILR and apprenticeship service data is correct.

Workaround

If the training provider should not be receiving payments for the apprentice, then contact the employer to pause or stop the apprenticeship. 

If the training provider should be receiving payments, check that the training provider and employer both entered the correct information and there are no overlapping training dates. Contact us, we’ll ask you for the: 

  • training provider’s details
  • employer’s details
  • unique learner numbers (ULN) for all the apprentices this affects

Total negotiated price data lock

The training provider gets a data lock when they change the ‘total negotiated price’ across funding years in the individualised learner record (ILR). 

Workaround

The training provider needs to record an additional total negotiated price for the start of the funding year (1 August 2019). This should match the original negotiated price, not the price change. Check the example below. 

This workaround does not always work. Contact us if you need us to discuss this workaround, or if it does not fix the issue. We’ll ask you for the: 

  • training provider’s details
  • unique learner numbers (ULN) for all the apprentices this affects
  • total negotiated price details

Example

The original total negotiated price for an apprenticeship starting on 2019-06-01 is £10,000. This apprenticeship started in 2018 to 2019 funding year. The new price of £12,000 starts on 2019-12-01, which is in the 2019 to 2020 funding year.

The training provider must record the:

  • original price 2019-06-01 = £10,000
  • additional price 2019-08-01= £10,000 (start of 2019 to 2020 funding year)
  • agreed price change 2019-12-01 = £12,000

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

Agreement issue

The training provider is asked to accept the ESFA agreement in their apprenticeship service account, when it’s already accepted. 

Workaround

There is no workaround for this issue that you can do yourself. If we ask you to accept the ESFA agreement when it’s already accepted in your account, then contact us.

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