Worcestershire Hub Online Services – Frequently Asked Questions

How do I raise a service request?

You can raise a service request in three different ways:

• Anonymously – for anyone who does not wish us to contact them in relation to their request*
• *Please note that we may not be able to fulfil anonymous requests entirely if we have any outstanding questions following investigation
• By providing contact details – for anyone who is prepared to provide contact details but does not wish to register at this stage
• By registering – for anyone who expects to use the service regularly and/or would like to track the progress of their requests online

How do I register for Worcestershire Hub Online Services?

1.   Select the 'Your Details' Tab and complete as a minimum all of the mandatory fields taking particular note of your 'Username' and 'Password' details

2.   Press 'Register'. An activation email will be sent to the email address you registered with within a few minutes

3.   Click on the link in the activation email or copy/ paste it from the email into your browser. The Sign-In screen will then open in your internet browser window

4.   Sign-In using the 'Username' and 'Password' details that you registered with

5.   You are now able to use Worcestershire Hub Online Services as a registered user

How do I raise a request as a registered user?

1.   Select 'Sign-In' and log in using the Username and Password Details you registered with

2.   Select the service you require from the menu on the right of the screen

3.   If your request requires use of the interactive map select the 'Find It' tab and 'Show' the map before pinpointing a location (See 'Using the Interactive Map' below)

4.   (The 'Your Details' Tab will be automatically populated with the details you registered with so no need to complete this tab)

5.   Return to the 'Report It' tab and complete the online form with as much information as possible

6.   Name your request for future reference

7.   Press submit

8.   You will then be able to check the status of your request at anytime by accessing 'My Details' from the menu on the left followed by the 'Service Requests' tab

How do I raise a request providing contact details?

1.   Select the service you require from the menu on the right of the screen

2.   If your request requires use of the interactive map, select the 'Find It' tab and 'Show' the map before pinpointing a location (See 'How do I use the interactive map' below)

3.   Select the 'Your Details' Tab and complete as a minimum all of the mandatory fields

4.   Return to the 'Report It' tab and complete the online form with as much information as possible

5.   Press submit

6.   You can then either print a copy of your request or take note of the unique reference number displayed on the screen

How do I raise a request anonymously?

Please note that because some services require contact details e.g. reporting a missed bin, they cannot be completed anonymously.

1.   Select the service you require from the menu on the right of the screen

2.   If your request requires use of the interactive map, select the 'Find It' tab and 'Show' the map before pinpointing a location (See 'How do I use the interactive map' below)

3.   Return to the 'Report It' tab and complete the online form with as much information as possible

4.   Press submit

5.   You can then either print a copy of your request or take note of the unique reference number displayed on the screen if you need to contact us again in relation to your enquiry

How do I use the interactive map?

1.   From the 'Find It' Tab, press the Show button to view the interactive map

2.   Pinpoint the exact location of the defect, either by using your mouse or keyboard to zoom in or zoom out of the map. Alternatively, you can use the drop-down menus or postcode search boxes below the map, or enter the location co-ordinates if known.

3.   To mark the defect location, click in the centre of the road where the defect exists. You will then be presented with a pop-up box. To confirm the location of the defect, click on the magnifying glass.

4.   To save and continue, go to the 'Report It' tab. Ensure all of the required fields in the reporting form are completed before pressing Submit.

TIP: If you get a message 'Please report the fault in the centre of the road ' try zooming out on the map before clicking on the road again.

How do I track my service request?

When completing a service request, you will be given a unique reference number that can be used to check the progress of your request at anytime by contacting the Worcestershire Hub. Registered users can track progress themselves online without having to contact the Worcestershire Hub.

What happens once I submit my request?

Your request is sent directly to the relevant service area on pressing submit, so please provide as much information as possible to enable us to deal with your request quickly and effectively

Why am I getting an error message when I press submit?

Where either the 'Your Details' or 'Find It' tabs need to be completed, a message will be displayed if 'Submit' is pressed without that being done first

I've forgotten my user name and/or password, what do I do?

From the Online Services home page, click on Sign In and then go to the Forgotten User Name/Password tab. Follow the on screen instructions and we will email your log in details to you.

Can I use the Interactive Map if I have Internet Explorer 8.0?

Yes, although you will need to switch Internet Explorer 8.0 to 'Compatibility Mode'.

Can I use Online Services if I have BT Internet Explorer?

Yes, although if you experience error messages then please add http://www.worcestershire.gov.uk/ to your 'Trusted Sites' by clicking on Tools then Options.