How to Report a Technical Problem in Sector

If you're experiencing a technical issue with Sector, there are two ways to report it. This article explains how to raise a support ticket either from within the system or via the Sector support site. 

TABLE OF CONTENTS

• Reporting from Within LocataPro
• Legacy CBL Users
• Reporting via the Sector Support Site
• Response Times 
• Monitoring a ticket 

Note: Always check the help centre articles first—your issue may already have a solution. If you believe the problem is technical in nature, please report it to Sector using one of the methods below.

Reporting from Within LocataPro

Use this method if you're using a LocataPro module and have access to the system. 

1. In the left-hand menu of your LocataPro module, click Help.
2. Select Report a problem.
3. Fill in the required fields:

   • What is your problem? – A short summary

   • Description – Provide full details of the issue

   • Optionally tick the box to receive a copy by email

4. Click Send Issue to submit the ticket directly to Sector.

Did you know: Including a detailed description helps Sector diagnose and resolve issues more quickly.

Legacy CBL Users

If you're using the legacy CBL system, the Help button will direct you to our Freshdesk help centre, where you can browse existing support articles. 

Note: To report a technical issue from the legacy CBL system, you must use the Sector support site, as ticket submission is not available within the system.

Reporting via the Sector Support Site

Use this method if you have a Sector support site account or are submitting on behalf of a colleague. 

1. Go to http://support.sector-uk.co.uk
2. Log in using your support site credentials.

   • If you don’t have an account, contact Locata and they will set one up for you.

   • Each local authority is limited to a small number of Sector support accounts, so if you don’t have one, please ask your nominated colleague to raise the issue on your behalf.

3. Click New Ticket.
4. Fill in all required fields:

   • Category: Usually Support

   • Priority: Choose appropriately. Only choose Critical if you're unable to access the system

   • Subject: A brief summary of the issue

   • Description: Include:

     • A full explanation of the issue

     • Steps to reproduce it

     • Screenshots showing the full URL

     • The name of the browser you’re using

     • Confirmation you've cleared your cache

     • A link to the affected page (copy and paste from your browser)

5. Attach documents or screenshots using the Attach file link, or copy and paste screenshots.

6. Select the name of the system/product affected (select from the dropdown).

7. Click Submit to log your ticket.

Did you know: Submitting separate tickets for separate problems helps the support team track and resolve each issue more effectively.

Response Times 

Once submitted, Sector will respond according to the priority level selected in the ticket. Most non-critical issues are responded to within a few working days. Critical issues—such as full system outages—are prioritised for faster response. 

Did you know: Submitting tickets with clear details and screenshots significantly speeds up Sector’s ability to investigate and resolve your issue.

Monitoring a ticket 

• Once you have submitted a ticket, the status will be marked as New.
• Sector will acknowledge receipt and send an email with a link to your ticket. You will be able to access the ticket through this link at all times.
• Once a technician responds, the ticket status will change to Updated by Technician.
• If you reply to their message, it will show as Updated by Customer.