I started making a claim more than 14 days ago and didn't finish it but now I can't log back in to complete it, what happened?

For security reasons, we can only hold incomplete or unsubmitted claims for a period of 14 days from the date they're first started. If your claim isn't completed and submitted within this time, it's removed from the system and will need to be started again.

I've forgotten my tracking reference, can you retrieve it?

We recommend you make a safe note of your tracking reference when you apply as we're unable to retrieve it.

The tracking reference would have been displayed on screen when you saved or submitted your claim. If you entered an email address as your contact details, you would also have been sent an email which will confirm the tracking reference. Your tracking reference is case sensitive and must be entered exactly as it appears.

I have an issue with my claim form; what can I do?

If you can't complete the form because you don't understand one of the questions, please contact us on 01642 726006 and we'll try to help.

If you're experiencing technical problems and can't fully complete the form without encountering problems, please contact us via email to rbsupport@middlesbrough.gov.uk and we'll try to help.

Due to the many different software and hardware differences that may be involved in the device you are using to access the form, we can't offer personalised technical guidance.

My address doesn't show up in the property list; what do I do?

There are many different reasons for this:

• the property isn't within the Middlesbrough Council area and you'll need to claim through the correct authority (you can check which local authority area you reside in using the GOV.UK postcode checker)
• the property is a new build within Middlesbrough and we've not received notification from the Valuation Office Agency to tell us it has been completed/amended
• you may live in a static caravan on a site which the Royal Mail doesn't recognise as separate residential accommodation

You can type your address manually on the form by selecting 'I don't know the postcode' and then 'enter an address manually'.