Reviewing accessibility applications
Check evidence, decide each requirement and send the ticket.
Work from Approvals, which only shows applications still waiting for a decision. Click a row to open the application.
1. Read the application
The Details tab shows contact details, ticket reference, whether a PA was requested and every form answer.
2. Check the evidence
On the Evidence tab, open each file and mark it verified (✓) or rejected (✕). If the applicant emailed their evidence instead, upload it here on their behalf and choose the type, such as a PIP / DLA letter, Access Card or Blue Badge.
3. Decide each requirement
On the Requirements tab, approve or decline each provision on its own. Only approved requirements reach the ops teams.
4. Record the decision
Back on Details, choose a status and write a message to the applicant.
Approved: everything requested.
Partially approved: some requirements declined.
Denied: nothing approved.
Info requested: you need more from them. It stays in Approvals.
In review: you've started but not decided.
Click Save & notify to email the applicant, or Save without email to update quietly. Internal notes are never shown to the applicant.
5. Send the ticket
Approving creates the applicant's pass automatically, using the pass type from the form settings, along with a person code and QR. Click Send ticket confirmation to email it, or View pass to see what they'll receive.
The ticket button unlocks once the application is approved, has an email address and has a pass. The note beside it tells you which is missing.
Activity
Every status change, pass issued and evidence view is recorded on the Activity tab.