The Customer Help Portal User Guide

Overview

The Customer Help Portal is a new service that has been launched by the Department for Education and the Education and Skills Funding Agency. It will replace the existing online ESFA Enquiry form.

1. Log in Page

If you are a DfE Sign in User, you can log into the Customer Help Portal straight away using your credentials in the DfE Sign in tile! 

If you are a member of the general public or a user without a DfE Sign in account and are accessing the Customer Help Portal for the first time, you will need to register. If you have already registered, you can simply log into your 'My Enquiry' account in the 'My Enquiry tile'.

2. Logged in Home Page

Once logged in, you can use this space to either submit a new enquiry, or view and contribute to any existing enquiries, casework or complaints.

3. Updating or viewing an Enquiry

Once you’ve submitted an enquiry, it will show in your enquiries list in ‘View your enquiries’. From here you can:

• Upload additional attachments if you need 
• View attachments uploaded by your enquiry handler 
• Receive and send messages directly to your enquiry handler 

Feedback and Improvements

This is the first release of the Customer Help Portal. We’ll be adding many more features and improvements soon! And we would appreciate any feedback from our customers to help improve the Customer Help Portal. After using the Portal if you have any feedback please use our feeback form.