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Welcome to Data Co-Operation Agreement Helpdesk Support

The GeoPlace Helpdesk is available between 9.00 and 17.30 every working day (Monday to Friday). This excludes all public holidays in England. We endeavour to be as helpful and informative as we can.

If you have any technical questions please check our FAQs or please contact us via email or phone 020 7630 4602.

Who are the Helpdesk?

 

Stella Loftus, Gazetteers Support Manager

Stella is a former Geography student with a BSc in Geography and Information Technology.  She has over 8 years Local Authority experience working on the Local Address Gazetteer and providing systems support.  She maintained the Address Gazetteer to gold standard and obtained highly commended exemplar award entries in 2009 (Most Innovative Use) and 2010 (Citizen Award).    She has experience working in a shared service environment and also integrating the gazetteer with internal council systems.    She also has extensive GIS knowledge and SQL skills, and has worked at GeoPlace since January 2013.  Recently shortlisted for The European Contact Centre and Customer Service Awards, Professional of the Year.

 

Bhupendra Behari, Deputy Gazetteers Support Manager

Bhupendra has qualified as a Town & Regional Planner (BA TRP) in his native country, South Africa. He has 5 years of experience working with the gazetteers within a local authority environment. His background in GIS and business analysis has encouraged and guided the integration of council maintained systems. Bhupendra joined GeoPlace in 2013 supporting and promoting data quality and the use the gazetteer. The saffa enjoys exploring creative and innovative uses of the gazetteer.  

 

 

Advice on contacting the helpdesk

Our helpdesk use a call tracking system and will be creating cases for any queries you have, this will mean we can prioritise queries, allocate a reference number to keep track and also store a good history.

Some points to remember:

• Any emails sent to or copied into [email protected] will create a case within the new system. Once your case is assigned to a member of the team you will receive an automated email providing you with a reference number

• Please send a new email to raise a new query and create a new case

• Please reply to emails relating to an existing query so that the communication is recorded against the correct case (there is a reference string at the very bottom of the emails which needs to be present for an email to be tracked against an existing case)

• When calling the helpdesk, your phone call will also be logged as a case so please help us out by telling us who you are at the start of the call and which authority you are from

• If you have a few queries relating to different areas than please send a separate email for each

• If you work for more than one local authority, please specify in the email which authority the query relates to.

 

Support services provided

Address Support:

Help interpreting online published documentation

How to order DCA services

Allocating new UPRN ranges

Logging re-synchronisation requests

Processing data re-supplies

Troubleshooting user reports (explain and provide advice regarding error and warning flags):

  • Monthly healthcheck reports
  • COU reports
  • Comparison reports
  • Improvement Schedule reports
  • Full reload and re-synchronisation reports
  • Coordinate analysis reports
  • Priority objects reports
  • Unlinked VOA and PAF files

Producing ad-hoc reports for data cleansing such as:

  • Postcode comparison
  • Residential with no residential cross references
  • Commercial with no commercial cross references
  • Residential with commercial cross references and vice versa
  • UPRNs classified to just Primary or Secondary level
  • Unclassified properties
  • VOA lookup table BA Ref and UPRN

Providing bulk update files

Website Username/password troubleshooting

Address Search access and administration

FTP Upload/Download facility including resetting passwords

Maintaining Frequently Asked Questions (FAQs)

Street Support:

Help interpreting online published documentation

Help explaining and resolving LSG submission errors

Troubleshooting user reports (explain and provide advice regarding priority and review flags):

  • Monthly healthcheck reports
  • Comparison reports
  • Improvement Schedule reports
  • ASD Reports
  • Extremity points reports

Producing ad-hoc reports at the request of Authorities

Website Username/password troubleshooting

NSG Search access and administration

FTP Upload/Download facility including resetting passwords

Maintaining Frequently Asked Questions (FAQs)

Other ways to get support 

  • Knowledge Hub – get advice from members of the community
  • Contact your regional chair – please contact us if you do not know your Regional Chair 
  • Public Sector Mapping Agreement (PSMA) support is provided by Ordnance Survey, they can assist with queries around (for example):
    • Licensing, including providing data for third parties
    • AddressBase products and data
    • Use of UPRNs by external parties
    • Copyright statements 

Website: PSMA Support website

Email: PSMA Support Services

Telephone: 08453 757595

  • OS Commercial Support

Commercial support is provided by Ordnance Survey the details of which are below:

Website: Commercial Support website

Email: Customer Services

Telephone: 08453 75753