Customers Uploading Supporting Documents

This article explains how customers can upload supporting documents to their housing application once their account has been activated with dashboard two-factor authentication (2FA). 

TABLE OF CONTENTS

• Logging in with Dashboard 2FA
• Uploading Supporting Documents
• After Documents Are Submitted
• File Requirements
• Common Warning Messages

Logging in with Dashboard 2FA

In most customer set ups, customers must activate their account using two-factor authentication (2FA) before uploading documents. This ensures the security of their details. 

1. The customer logs in to their account as usual.

2. Click Unlock Your Account Page. 

3. When prompted, they enter the One-Time Passcode (OTP) sent to their chosen device or email. They then click Check OTP.

4. Once verified, customers can upload documents, edit details, or submit a Change of Circumstances (CoC).

Note: Customers can still log in and bid without completing 2FA, but they will not be able to upload documents, edit details or fill out a CoC until it has been activated.

Uploading Supporting Documents

Once 2FA is completed, customers can upload supporting documents from their account. The customer can upload files from their computer or mobile device.

1. The customer navigates to the Your Account page.

2. They select Add supporting documents to my application. Click Next.

3. On the next page, click Add document. Select the file and press Open. They'll see the document has been added. 

4. From the drop-down menu, they choose from Household Member or Locata Upload.

5. Then they need to select the document type (e.g. passport, benefit letter, medical evidence).

6. They select the household member the document relates to.

7. Once all files are uploaded, they select Submit Documents to confirm. Click Yes in the pop up box, then OK.

Did you know: Schemes can decide if they would like to allow applicants to ‘add supporting documents’ all the time or if they would like to ‘disable’ the button on the website after New or CoC applicants have submitted one set of document uploads. If a scheme chooses to ‘disable’ the upload button on the website, officers can make the ‘Add documents’ button appear for any applicant via a back-office element at any time.

Therefore, it will also be possible for existing applicants who already have an account to log into their account and upload more documents if required by the council.

After Documents Are Submitted

When a customer submits their documents:

A task is automatically created for staff and will appear on the Lettings dashboard.

The uploaded documents will display in the customer’s application journal.

An email receipt is sent to the customer listing the files uploaded (e.g. “Passport – John Smith”).

Note: The upload button may only appear when documents are outstanding. Staff can re-enable uploads for individual customers if further information is required.

File Requirements

Documents uploaded by customers must meet the following requirements:

• Accepted file types: png, jpg, gif, tiff, pdf

• Maximum file size: 4 MB per file

• Larger images are automatically resized. If resizing is not possible, a message will display to say the file is too large.

Note: 4mb is the standard upload size but this can be increased for a small annual cost.

Common Warning Messages

Customers may see one of these alerts during upload:

• No evidence to upload – no file has been attached.

• File too large – the document exceeds 4 MB.

• Missing details – a document type and household member must be selected before uploading.

• Pending files to upload – the customer tried to submit before all files were uploaded.

Note: Once customers confirm and submit documents, no further uploads can be made unless the account is reopened by staff.