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HMRC internal manual

Shared Workspace Business Manual

HM Revenue & Customs
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Help and Support for Customer Members: Fault Reporting

Where you are having difficulty accessing the service (other than problems related to registration and enrolment SW08120) or identify a fault while using the service, it is very important to take prompt and effective action to minimise any disruption to the service and to keep the number of calls to the Online Services Helpdesk to a minimum.

To resolve issues quickly and effectively members should take the following steps

  1. Check the Shared Workspace Internet site for general guidance and help sheets.
  2. Check the Online Services Internet Site for details of, Service availability, Planned downtime and Service Issues and to see if the fault is already known and for details of any solution or temporary workaround.
  3. If the fault is not identified within step 1 or 2, contact a Customer Nominated Contact (CNC) for the Room.
It is very important to do this because other Customer Members may have already alerted the CNC about the same fault. The CNC will let the member know if the fault has already been reported to the Online Services Helpdesk, and of any known solution or temporary workaround.

Note: The CNCs for the Room can be found by selecting the ‘members’ button on the Room’s home page. CNCs are identified by the suffix (CNC).
  1. Where members are unable to make contact with their CNC, or where directed by their CNC to do so, contact an HMRC Business Authorising Officer (BAO) for the Room.
Note: The BAOs for the Room can be found by selecting the ‘members’ button on the Room’s home page. BAOs are identified by the suffix (BAO).
  1. If none of the above steps resolve the fault, and if it has not already been reported, members must then contact the Online Services Helpdesk between the hours of 8am and 8pm, Monday to Friday and 8am to 4pm on Saturday. It is closed on Sundays, Christmas Day, Boxing Day and New Years Day
Telephone 0300 200 3600
Textphone 0300 200 3603
Overseas +44 16 1930 8445


The Helpdesk will carry out a security check to verify your identity and this will include your known facts ie Shared Workspace identity and password. They will need to know that the fault relates to the Shared Workspace Service and will need full details of the fault.