AdeB

No not great and on this I share your frustration. Added that to the list of issues with our phone supplier... voicemails FYI are recorded and forwarded, it doesn't store them on the system, so there's no obvious reason why anyone should get that message. A colleague is rebooting that this evening and hoping 'turn it off and on again' will sort it. You can always email finance_at_communitybrands.uk or DM me with any issues and we can get someone to look in to it.

Can you let me know what your case number is? Or PM me with details of the school (DfE number) and email you are attempting to log in with please.

OK, so Salesforce (our support system) is processing web-to-case queries with around 30-40 minute delay right now. Logged this with them directly as we have two instances and it's the same across both. You should definitely still get an auto response though. I've modified the 'thank you' page to highlight what to do if you do not. I really appreciate you bringing this to my attention.

Got someone looking at that now... thanks for the heads up!

Thanks titch ... and absolutely appreciate the feedback. Pleased to read the support interaction was positive... I can ask which forms did you complete? If you didn't get a confirmation then yes something went awry. We have a mix of staff remote and office based as of last week... but yes 'business as usual' if there's such a thing these days! August was our busiest August in terms of year on year trend, but overall cases were down of course, however we get a huge influx over about 14 days in Sept and while we bring in temporary staff and redeploy some perm staff to assist, there's simply no way of maintaining the same levels of support that we can in other periods of the year... at least not that would make for a commercially viable business. Our auto-replies do state the limitations and pressure given this time of year to try and set expectations. However, over a week to reply isn't good enough (and the stats tell me that isn't the norm) so I'd like to look in to that if you can ping me the details?

Hello...at the risk of putting my head above the trenches, I'm a manager at Groupcall and Community Brands. Obviously I'm really disappointed to read the comments here. Our phone lines are incredibly busy and we've contacted our supplier to address some issues with dropped calls. I can assure you my colleagues are working flat out, but that will come as little comfort if you've been left in the dark. While acknowledging this isn't the best medium for support, I'd be happy to look in to any cases for you to see what's what, so please PM me.