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1. Who this guide is for

This user guide is for learning providers and local authorities who are registered to use the .

Learning providers include:

• schools
• academies
• further education (FE) providers
• higher education (HE) providers
• offender learning providers (prisons)

Learning providers and local authorities are sometimes referred to as learner registration bodies (LRBs) within LRS.

2. What you can do with LRS

The learning records service (LRS) allows you to:

• collect unique learner numbers (ULNs) on behalf of learners aged 14 and above - the ULN is a 10-digit reference number linked to a learner鈥檚 personal learning record (PLR)
• access a learner鈥檚 PLR to support education/career information, advice and guidance

3. Keeping learner data safe

As an LRS user your obligations are set out in the , while the LRS requirements for data governance are found in the LRS organisation agreement.

When you share personal information about learners with the LRS service desk you should contact us through the portal by raising a data challenge.

If you need to contact us by email, you must:

• encrypt and password protect the data
• contact the LRS service desk by phone with the password details

Where users do not follow this process, we鈥檒l need to contact their organisation鈥檚 super user. Continued security concerns could lead to:

• user and organisation permissions being disabled
• escalation to your data protection officer (DPO) and senior management
• reporting the organisation to the Information Commissioner鈥檚 Office (ICO)

3.1 Common security breaches

These include:

• sharing account details or allowing someone else to use your account - each user must have their own user account, and you should remove accounts that are no longer needed
• sending a learner鈥檚 ULN and any of the 5 demographics (鈥楪iven name鈥�, 鈥楩amily name鈥�, 鈥楧ate of birth鈥�, 鈥楪ender鈥� or 鈥楶ostcode鈥�) in an unencrypted email
• sending more than one of the 5 demographics in an unencrypted email (鈥榞iven name鈥� and 鈥榝amily name鈥� are deemed one demographic in this instance)
• sending an encrypted file containing learner data, where the password has been sent in the same email
• sending your username and password in an email

3.2 Standard user responsibilities

You must not:

• share your login details (username and password)
• share your email address with another user
• use the account for purposes other than those for which it was created
• leave your workstation unlocked and unattended when accessing personal data or allow unauthorised people to see your screen
• use, copy, send or share data, except where the Education and Skills Funding Agency gives you permission, or you鈥檙e otherwise permitted to do so by law
• send any personal learner data by email unless it鈥檚 encrypted and password protected using a separate method for sending the password

4. Logging in

4.1 Logging in for the first time

You鈥檒l receive an email to the unique email address you provided when your account was created. Follow the link in the email to log in for the first time.

If the link has expired, contact your super user to re-send the registration email. If you鈥檙e the only super user in your organisation, contact the service desk.

When you follow the link, you鈥檒l see the 鈥楥hange password鈥� screen. Enter your username and create a password that meets the requirements shown on screen.

4.2 Changing your email address

Once you鈥檝e logged in, from the 鈥楳y account鈥� page, you can change your email by selecting 鈥楨dit and verify email鈥�.

Enter your new email address in both the 鈥楨mail鈥� and 鈥楥onfirm email鈥� fields, then select 鈥楽ave changes鈥�.

The email address you use must be unique and accessible only by you. Generic email addresses, for example contact@yourorganisation.co.uk are not allowed.

You鈥檒l receive an email with a link to validate your email address. Once you follow the link to validate your email address, you鈥檒l be asked to accept the terms of the user agreement.

Once you鈥檝e done this, you鈥檒l be taken to the 鈥楲earner Management鈥� homepage.

If the link in your email has expired, you鈥檒l need to log in again and re-enter your email to receive a new link.

If another account holder has already used this email address, you鈥檒l see an error message. You鈥檒l need to log in again then enter a different email to receive a new link.

5. Using the portal as a super user

5.1 Super user responsibilities

Super users are the first contact point for your user community to:

• create user accounts 鈥� the service desk only creates accounts in specific circumstances, for example, where all super users have left the organisation
• update a user鈥檚 personal details and permissions
• resolve access problems, including suspending and reinstating user accounts
• delete user accounts
• monitor user activity to ensure the data held on the LRS is used appropriately

Super users are responsible for managing other LRS users in their organisation, including setting up additional super users. We strongly recommend having at least 3 super users but no more than 5.

5.2 Creating a new user or super user account

Before you create a new account

When you create other user accounts check:

• who authorised the request 鈥� it鈥檚 your responsibility to ensure that applications follow your internal process for access to confidential student records, which may involve criminal record checks 鈥� these are not carried out by LRS
• what level of permission the user needs - we recommend you only give users access to the areas of LRS that they need
• what details are recorded for each user 鈥� all user accounts require a given name, family name and unique email address, and we also recommend adding a phone number
• whether users know their responsibilities when using the LRS 鈥� make sure each new user has read and understood the LRS user agreement as your organisation鈥檚 access to the portal may be suspended if users break the conditions
• how users will be trained 鈥� for example, any users uploading batch files to the portal should know how to create and validate batch files, and how to process any exceptions returned

Creating an additional user

1. You鈥檒l need to search for a user to check whether they already exist in the LRS.
2. Choose 鈥楿ser Management鈥� from the left-hand menu, then 鈥楩ind user鈥�.
3. Fill in the 鈥楪iven Name鈥� and 鈥楩amily Name鈥� fields and select a value from the 鈥楽tatus鈥� drop down, then select the 鈥楽earch鈥� button.
4. You鈥檒l see the results screen with the message 鈥楴o users match the selected criteria鈥�.
5. Select the 鈥楥reate user鈥� button.
6. When prompted, enter the new user鈥檚 given name, family name and a unique email address.
7. Select the tick box next to the 鈥楿ser Role鈥� you want to assign 鈥� see appendix A for a list of user role descriptions.
8. You鈥檒l need to enter some information into the 鈥榁erification Provided鈥� box 鈥� this could be a staff ID or a school email address.
9. Select 鈥楥reate User鈥� and the LRS automatically produces a user account name in the format 鈥榝irstname.surname鈥�.
10. The user will get an email that tells them their username, with instructions and a link to complete their registration and create a password.
11. If the link has expired, the user will need to contact their super user to resend the registration email. This is done by selecting the 鈥楻esend Welcome Email鈥� button on the 鈥榁iew user鈥� page.

User housekeeping

Audit your users annually to check who鈥檚 using the LRS and whether they hold the right level of access. You can find your organisation鈥檚 users on the portal.

1. Select 鈥楿ser Management鈥�.
2. Leave the 鈥楩ind user鈥� field blank.
3. Select a status from 鈥楢ctive鈥�, 鈥業nactive鈥�, 鈥楧eleted鈥� or 鈥楽uspended鈥�.
4. Tick the 鈥楽elect all鈥� box from the 鈥楽elect role(s)鈥� list and then select 鈥楽earch鈥�.

You鈥檒l see a full list of users to review including allocated user roles. As a super user, you must decide how to administer your user community and set up all other users.

Super users and the service desk cannot reset passwords. Users must reset their own passwords using the 鈥業 have forgotten my password鈥� link on the login page.

Contract staff and third-party organisation accounts

Temporary staff must undergo the same checks that protect confidentiality. They should have access as users belonging to your organisation, so that all transactions conducted for your organisation are audited as belonging to your organisation.

If you鈥檙e an agency working for several different organisations, you鈥檒l need separate user accounts for each organisation you work for.

5.3 Updating or editing a user account

To update the details associated with a user account, follow the steps below.

1. Select the 鈥楩ind user鈥� link under 鈥楿ser Management鈥� from the left-hand menu.
2. Search by username (if you know it) or given and family name.
3. Check the status is set to 鈥楢ctive鈥�.
4. Use the 鈥楽earch鈥� button.
5. On the results screen select the 鈥榁iew user鈥� link next to the user you want to update.
6. On the next screen, you can select 鈥楨dit user鈥� button to update the user.

You can update:

• title, given name and family name
• telephone landline and mobile numbers
• email address - by selecting the 鈥楨dit and verify email鈥� button, an email will be sent to the user to verify their email
• verification provided 鈥� confirmation of your internal authorisation procedure
• staff ID or Your reference 鈥� optional

You can also use this screen to update the roles allowed for your own super user account.

Never reassign user accounts. Instead, delete the account and create a new one for the new member of staff.

5.4 Deleting a user account

Remove a user account as soon as the user leaves your organisation or no longer needs LRS access. If an account is left active, that person could still access the portal and potentially misuse it.

1. Select the 鈥楩ind user鈥� link under 鈥楿ser Management鈥� from the left-hand menu.
2. Search by username (if you know it) or given and family name.
3. Check the status is set to 鈥楢ctive鈥�.
4. Use the 鈥楽earch鈥� button.
5. Select the 鈥榁iew User鈥� link next to the user you need to delete.
6. Select 鈥楧elete User鈥�.
7. Select 鈥楥onfirm delete鈥�.

5.5 Dealing with user access problems

Resetting passwords

If a user forgets their password they can follow the 鈥業 have forgotten my password鈥� link on the login page to reactivate their account and reset their password.

Re-activating a locked or suspended user account

If a user makes more than 5 consecutive unsuccessful attempts to log in, we鈥檒l send an email to their verified email to tell them their account is locked. They can use the reset process to login.

If an account is suspended, the super user is responsible for reactivating the user鈥檚 account, verifying the user鈥檚 identify first if necessary.

1. Select the 鈥楿ser Management鈥� tab.
2. Search by username (if you know it) or given and family name.
3. Check the status is set to 鈥楽uspended鈥�.
4. Change the status to 鈥楢ctive鈥� to reinstate the account.

If you lose access to your only super user account

If your only super user account is suspended, you should reset your password using the link on the login page. If you鈥檙e still unable to access LRS, contact the service desk.

If you do not receive verification emails

Make sure you can accept emails from do-not-reply@education.gov.uk.

If you鈥檙e still not receiving verification emails, check with your IT support.

6. Creating and managing unique learner numbers (ULNs)

Once your organisation has registered with the LRS, you need to decide the best approach for managing your unique learner numbers (ULNs).

You can manage ULNs by:

• manually creating ULNs through the LRS portal - if you have a group of up to 50 learners, this is the quickest way to create them
• using the batch process to prepare and submit batch files containing multiple learner details - this method is for more than 50 learners and you鈥檒l be able to download the output file back into your system
• using web services to link your management information system (MIS) to the learner register, automatically updating the LRS - the MIS may assist in the resolution of the exceptions

Using web services is the preferred method, but it relies on your own MIS supplier providing the interface with the LRS. You can get more information about how to register as a developer.

You can download the web service certificate from the portal by selecting the 鈥楥ertificate management鈥� link from the left-hand menu. When you download it, you鈥檒l get an email to your verified email address with the password for the certificate.

6.1 1. Managing and creating ULNs using the portal (manual)

Searching for ULN using personal details

Before registering a new ULN you need to check that the learner is not already registered.

1. Under the 鈥楲earner Management鈥� section, select 鈥楩ind a learner by personal details鈥�.
2. Enter the 鈥楪iven name鈥� and 鈥楩amily name鈥� of the learner whose ULN you鈥檙e looking for
3. Enter the 鈥楧ate of birth鈥�.
4. Select the 鈥楪ender鈥� from the drop-down menu.
5. Enter the last known 鈥楶ostcode鈥�. As a last resort use ZZ99 9ZZ 鈥� if there鈥檚 no possibility of obtaining a postcode from the learner.
6. Enter the Optional fields.
7. Select 鈥楽earch.鈥�

When searching, to help increase the chances of finding a ULN where one exists, you should include:

• preferred given name
• middle names
• email address
• unique pupil number (UPN)
• universal candidate identifier (UCI)

There are more tips on searching for ULNs in appendix B.

The results will be 鈥楳atch鈥�, 鈥楴o Match鈥�, 鈥楶ossible match鈥� or 鈥楾oo many matches鈥�.

Where the result is a 鈥楳atch鈥�, 鈥楶ossible Match鈥� or 鈥楾oo many matches鈥�, and there are differences in the information entered in the search compared to the record(s) returned, those fields will be underlined in red. The 鈥業nfo on Data Match鈥� column shows where the fields did not match exactly.

Where the 鈥楬as linked Record(s)鈥� column says 鈥榊es鈥�, this means there鈥檚 a linked record (which may have different details to the Master that鈥檚 displayed). The differences in the data will not be highlighted.

Result type is 鈥楳atch鈥�

Where the result type is a 鈥楳atch鈥�, check the record by viewing the expanded details section (selecting +) next to the record.

You can also view the personal learning record (PLR) to confirm whether the record belongs to your learner. Use 鈥楽elect learner鈥� then the 鈥榁iew PLR鈥� button.

If the record returned is your learner, use 鈥楽elect Learner鈥� and 鈥楥ontinue鈥�. Where there are no red underlines, the 鈥榁iew learner profile鈥� page is opened.

If there are red underlines

When you press 鈥楽elect Learner鈥� then 鈥楥ontinue鈥�, you鈥檒l see the 鈥楥ompare and update profile鈥� page with the ULN.

On this page you can update the learner profile with the details entered in the search if this is the most up-to-date information for the learner.

Fields that are different are automatically ticked. If you leave the tick in place and select 鈥楽ave changes鈥� the changes are saved and the 鈥楲earner profile鈥� page is displayed with the updated information. If you remove the tick, then even if 鈥楽ave changes鈥� is selected, the changes will not be saved.

Selecting 鈥楧o not save changes鈥� will open the learner profile.

Where the result is a 鈥楳atch鈥�, and the record returned is not your learner, select 鈥業f your learner is not displayed above, click on this option and press continue鈥�. Then select 鈥楥ontinue鈥�.

You will see a warning message. If your learner genuinely has the same information, contact the service desk to register the learner.

Result type is 鈥楶ossible Match鈥�

Where the result type is a 鈥楶ossible Match鈥�, this may be because:

• the learner already has a ULN
• the learner has a sibling, parent or other relative with an existing ULN
• there鈥檚 another learner in the system with similar demographics (for example, the same postcode)

Check the demographics using the expanded details section (select +) next to the records, to see if any do not match. Confirm with the learner whether they have any previous postcodes/names that match those displayed in the search results.

You can also view the personal learning record (PLR) to confirm whether the record belongs to your learner. Use 鈥楽elect learner鈥� then the 鈥榁iew PLR鈥� button.

If your learner exists in the results displayed, press 鈥楽elect learner鈥� and 鈥楥ontinue鈥�. Where there are no red underlines, the learner profile is opened. Where a column is underlined with a red line, the 鈥楥ompare and update鈥� page is displayed.

If your learner is not displayed in the results, select 鈥業f your learner is not displayed above, click on this option and press continue鈥�, and press 鈥楥ontinue鈥�.

You can either register the learner to obtain a ULN or return to the search results.

Result type is 鈥楾oo many matches鈥�

If the result type is 鈥榯oo many matches鈥�, this is usually because:

• the learner has a common name
• the date of birth is 1 January
• you used a generic postcode to search

For security purposes, the top 10 closest records will be displayed.

Ensure the search details are correct. If your learner exists in the results displayed, choose 鈥楽elect learner鈥� and press 鈥楥ontinue鈥�. Where there are no red underlines, the learner profile is opened. Where there are red underlines the 鈥楥ompare and update鈥� page is displayed.

Where the result is 鈥楾oo many matches鈥�, and the record returned is not your learner, select 鈥業f your learner is not displayed above, click on this option and press continue鈥� and press 鈥楥ontinue鈥�.

If your learner genuinely has the same information, contact the service desk to register the learner.

Result type is 鈥楴o Match/Register a learner for a new ULN鈥�

Where the result type was 鈥楴o match鈥�, select the 鈥楻egister this learner鈥� button.

Where the result type was 鈥楶ossible match鈥� and you confirmed your learner was not displayed, 鈥榊es鈥� to register the learner.

Enter as many details as you can to help identity this learner in future searches. Complete all mandatory fields including the 鈥榁erification Type鈥� field. Generally a learner鈥檚 identity should be verified at enrolment. Although a lack of proof of identity should not prevent enrolment. When a learner鈥檚 identity cannot be verified it must be verified later (appendix D).

Privacy notice

Your organisation is responsible for sharing the privacy notice with your learners. We recommend you do this as part of your enrolment process. Learners cannot opt out of sharing their ULN and PLR.

When a ULN is created, the corresponding option must be entered:

• no (the learner has not seen the privacy notice but a ULN is required for the learner for emergency purposes only) - organisations will not be able to view the learner鈥檚 PLR
• yes (the learner has viewed the privacy notice and has allowed other organisations to view their data) - any qualifications deemed as sensitive will automatically be hidden even if the learner has viewed the privacy notice

1. If your organisation has shared the privacy notice set the flag to 鈥榶es鈥�.
2. Complete optional fields where the information is available (if not already provided in the search).
3. Enter 鈥楶referred Given Name鈥�.
4. Enter 鈥楳iddle Name(s)鈥�.
5. Enter email address.
6. Add the unique pupil number (UPN) 鈥� only for learners aged under 16.
7. Add the universal candidate identifier (UCI) 鈥� optional.
8. Select 鈥楻egister learner鈥�.

You now have a ULN for the learner 鈥� make a note of the ULN to add to your MI database and tell the learner.

Select 鈥榁iew learner profile鈥� to view the learner鈥檚 ULN record or select 鈥楻egister another learner鈥� to create a new ULN for another learner.

Viewing, adding or updating a learner鈥檚 ULN details

On the 鈥榃elcome鈥� page or on the 鈥楩ind a Learner鈥� page, select 鈥楩ind a learner by ULN鈥�. Enter the learner鈥檚 ULN, 鈥楪iven Name鈥� and 鈥楩amily Name鈥� and select 鈥楽earch鈥�.

The 鈥榁iew Learner Profile鈥� screen shows:

• all the personal and contact details of the learner
• dates and times of when the record was created and last amended
• any linked ULNs (other ULN records that were merged to make this ULN the master ULN)

You can check the learner鈥檚 details and add further details or update information.

1. Select 鈥楨dit details鈥� at the bottom of the screen.
2. Update the fields then select 鈥楽ave changes鈥� to update the learner鈥檚 ULN.

There鈥檚 tips for updating a learner鈥檚 details in appendix C.

Dealing with error messages when updating a learner profile

To avoid duplicate records, where a learner profile is updated and the update would result in a match to an existing record, you鈥檒l see the error message 鈥楲earner update not allowed鈥�. The error will also show on both the 鈥楲earner profile鈥� page when pressing 鈥楨dit details鈥�, and when trying to 鈥楽ave鈥� on the 鈥楥ompare and update鈥� page.

This error shows when there鈥檚 already a ULN in the system with the exact same demographics as those you鈥檝e entered.

If they are separate learners with the same details, you should contact the LRS service desk.

If there鈥檚 no other record in the system with the same demographics, raise a data challenge on the ULN with the details you鈥檙e trying to update.

6.2 2. Managing and creating ULNs using batch files

Batch files are CSV (comma separated values) or XML format files containing learner data which, once submitted, can confirm a ULN, register a learner for a new ULN or find an existing ULN.

For some outcomes that require further investigation, for example a possible match, an 鈥榚xception鈥� is created, which you can view and process from the portal.

All exceptions need to be processed within 90 days of the batch file being uploaded. You can use the batch file toolkits to help you prepare and process a batch file.

6.3 3. Managing and creating ULNs using web services

You can develop your own system or use a solution from a third-party developer to link your management information system (MIS) with the LRS. Third-party systems can allow the user to:

• search for learners by ULN
• search for learners by demographics
• register a new ULN for a learner
• update an existing learner鈥檚 details
• submit a batch file
• view the output file for a batch file
• view a learner鈥檚 personal learning record

You can get further guidance on web services.

7. Working with the personal learning record (PLR)

The personal learning record (PLR) is an online record of qualifications and achievements for learners aged 14 and above. This section explains how to view a learner鈥檚 PLR and why there are times when you won鈥檛 be able to view the record.

7.1 Information displayed on the PLR

Data for the PLR comes from three sources:

• the national pupil database (NPD) for key stage 4 and 5 qualifications
• periodic individualised learner record (ILR) returns, if a valid ULN and UK provider reference number (UKPRN) are included within the ILR and they match the learner鈥檚 details
• awarding organisations, which can upload both general and vocational qualifications regulated by Ofqual and - awarding organisations started to upload accredited qualification/unit data from 2013

Qualification has no grade

ILR data does not always require a grade to be added. For some qualifications, a grade is not required. This can occur for the following reasons:

• there was no exam
• there was no grading structure for the qualification
• the qualification had not yet been achieved (current qualification)
• the learner withdrew from the course
• not all aims were completed for the qualification to be awarded
• the qualification was not achieved when the ILR was returned

In these circumstances, you can raise this as a data challenge to request that the details are added, but this may not always be successful (for example, where the training provider no longer exists). You should always ask the learner for a copy of their qualification certificate.

Qualification has no date

Qualifications, depending on the source of the data, can show different information. Awarding organisation (AO) source data, provided by the AOs (exam boards) themselves, will sometimes have a start date and always have an achieved date. All qualifications with the source of AO will be final.

ILR source data, which is provided by the training providers, will usually have a start date, but not always an end date. If there鈥檚 no end date, it could be because:

• the learner is still achieving this qualification
• the learner has withdrawn from the course
• the qualification was not completed when the ILR was returned

If no date is provided, we cannot update this information unless a data challenge is raised by the organisation that originally submitted the data (applies to ILR data only).

7.2 Viewing the PLR

Users given the 鈥楲earner Record鈥� role have access to a learner鈥檚 PLR, if the learner has been shown the privacy notice.

To view a learner鈥檚 PLR, you need to search using the ULN or by personal details.

1. Select 鈥楲earner Management鈥� then 鈥楩ind a learner鈥�.
2. Enter the learner鈥檚 ULN, given name and family name.
3. Select the 鈥楽earch鈥� button:
4. If there鈥檚 no exact match you鈥檒l see the 鈥楩ind Learner鈥檚 Results鈥� screen.
5. If there鈥檚 an exact match, you鈥檒l see the 鈥榁iew Learner Profile鈥� screen.
6. Select the 鈥榁iew Personal Learning Record鈥� link to view the learner鈥檚 PLR.
7. Each record shows up to eight fields of data (not all the fields are populated).
8. You can sort columns using the down arrow, either in ascending (first select) or descending (second select) order. If several pages are returned, all the records will be sorted and redisplayed.
9. You can drill down to view more information about a particular subject or qualification by selecting the link
10. You can also identify qualifications/units under investigation using the 鈥榙ata challenge鈥� process. A 鈥榁iew details鈥� link will become available, which will redirect you to the 鈥榁iew enquiries鈥� screen so you can see the status.

Explanation of PLR data fields

The following fields are visible on the PLR:

• subject 鈥� displays the title of each record and includes a link to view qualification details
• level 鈥� level of the award from entry level 鈥� level 8 (or could be blank)
• grade 鈥� generally showing the grade of the award or 鈥楶ass鈥� or blank
• credit 鈥� displaying the amount of credit achieved for the award
• source 鈥� will be national pupil database (NPD), individualised learner record (ILR) awarding organisation (AO)
• start date 鈥� if applicable
• end date 鈥� if applicable
• award date 鈥� date of the award or achievement

7.3 Privacy notice

You must show every learner the privacy notice because it explains how the learner鈥檚 data may be shared with different organisations.

7.4 Creating a PLR report

You can download a PLR report for individual learners using the 鈥楻eports鈥� tab on the PLR screen.

1. You鈥檒l see a screen with all qualifications and events listed in date order, with tick boxes that are checked by default.
2. Untick any of the records that you do not want to include.
3. Select 鈥榁iew my report鈥�.
4. The report is a PDF, which you can either save or open.

8. Reporting a problem (data challenges)

There are two types of data challenge:

• ULN data challenges - raised to highlight a problem with a unique learner number, for example shared ULNs
• PLR data challenges 鈥� raised on a qualification (learning event) to highlight a problem with the qualification itself

You should not raise a data challenge to highlight a missing qualification. Contact the awarding organisation directly instead.

The data challenge process is only for instances where your organisation cannot resolve the issue and includes issues raised by the learner. Your organisation can update a learner鈥檚 details to correct:

• wrong name
• wrong address
• opting out settings
• date of birth

8.1 Reporting a ULN problem (ULN data challenge)

1. In the learner鈥檚 profile, select the 鈥楻eport a Problem鈥� button.
2. Select the type of data issue from the list, then 鈥楴ext鈥�.
3. Explain what need to change in the 鈥楢dditional comments鈥� field.
4. Complete your name, email address and telephone number.
5. Select the 鈥楥onfirm create鈥� button to submit your request.
6. Make a note of the enquiry reference number.

If the LRS service desk does not have enough information they鈥檒l need to contact you for further information, which will delay the issue being resolved.

Reporting that a ULN has been incorrectly identified

This can occur when there鈥檚 a duplicate ULN, for example a learner has been given a second, fictitious or fraudulent ULN.

When reporting this problem, you should include:

• both ULNs that you suspect the learner has
• which ULN is the master and which ULN is the duplicate
• a reason for the merge request, if data on the ULNs is significantly different 鈥� for example if the ULNs have different postcodes you should confirm that the learner has lived at both addresses

Reporting that a ULN has been incorrectly merged

When reporting this problem, you should include:

• both ULNs that need to be de-merged
• the reason for this action

Reporting a different ULN problem

For example:

• two people sharing the same ULN
• deceased learner
• ULN incorrect as details have changed (learner is therefore using another learner鈥檚 ULN)

When reporting any other ULN problem, you should give as much information as you can to explain the issue.

8.2 Reporting a PLR problem (learning event data challenge)

1. Once you鈥檙e in the learner鈥檚 profile, select the 鈥榁iew Personal Learning Record鈥� tab.
2. Select the 鈥楻eport a Problem鈥� button.
3. Select the 鈥楾ype of data issue鈥� from the list of options then 鈥楴ext鈥�.

Reporting that information on a qualification is wrong

This might be because the grade, end date, or award date has been recorded incorrectly.

Do not raise a data challenge against a qualification that has been uploaded as part of your current individualised learner record (ILR) return, updating your next full ILR return will update the record.

1. Select the radio button next to the qualification that has incorrect details, then select 鈥楴ext鈥�.
2. In the 鈥楶roposed鈥� column, edit any incorrect details then select 鈥楴ext鈥�.
3. Explain why you believe the details are incorrect and the reason why, if known. Complete your name, email address and telephone number.
4. Finally, select 鈥楩inish鈥� to submit your request.
5. Make a note of the enquiry reference number.

Reporting that a qualification does not belong to a learner

The learner may be disputing ever starting the qualification, or the ULN was previously shared and the qualification needs to be transferred.

Before you follow the steps below to raise this data challenge:

• check that one qualification is not a participation record
• consider if the ULN is being shared by 2 learners 鈥� if so, raise a ULN data challenge instead

1. Select the radio button next to the qualification that does not belong to the learner then select 鈥楴ext鈥�.
2. Add any additional information to the additional comments field. If the qualification needs to be transferred to another ULN, you must add the other ULN and learner鈥檚 name to the additional comments. For example, 鈥淭his qualification was uploaded to the incorrect learner. Please transfer to the correct learner, 1234567894 鈥� John A Smith鈥�.
3. Select 鈥楩inish鈥� to submit your request.
4. Make a note of the enquiry reference number.

Reporting that a qualification appears more than once

This may occur because the qualification has been incorrectly uploaded more than once. You should make sure that one qualification is not a participation record before raising with the LRS.

1. Select the checkbox next to 2 qualifications that are duplicated then select 鈥楴ext鈥�.
2. Add any additional information, including the reason you believe the qualifications have been duplicated and confirm that you鈥檝e checked whether it鈥檚 a participation record.
3. Complete your name, email address and telephone number.
4. Select 鈥楩inish鈥� to submit your request.
5. Make a note of the enquiry reference number.

8.3 Viewing data challenge history

Select the 鈥榁iew Enquiries鈥� button from the learner鈥檚 profile to view all previous and current data challenges raised against the learner by all organisations.

As data challenges do not trigger a confirmation email, you should check this screen to make sure your data challenge appears on it. You can also withdraw your data challenge on this screen if you need to.

9. If you still need help

There鈥檚 further guidance documents available to help you, including:

• maintenance schedules 鈥� a schedule of all outages of the LRS portal and the compatibility site for developers to test
• registration documents - all documentation required to register with the LRS, update your organisation鈥檚 details, request a new super user account and register as a developer
• accessing your personal learning record 鈥� information for parents and learners about accessing their PLR (we recommend that a link to this page is added to your documentation provided to learners)

You can also contact the service desk for further support.

10. Technical requirements

10.1 Screen resolution

We recommend using a screen resolution of width at least 1280 pixels to remove the need for horizontal scrolling.

10.2 Browser compatibility

We do not recommend Internet Explorer before IE8. Any other standard compliant browser should work without any issues. Mobile browsers may work, but we do not recommend using them.

11. Appendix A 鈥� types of user

It鈥檚 your responsibility to make sure users only have the level of access they need. You can use the set roles below or 鈥榤ix and match鈥� the level of accessed required.

The following user roles are available:

• LRS super user - responsible for managing all users within their registered organisation
• LRS batch user - can submit and view the results and progress of batch jobs
• LRS online user - can find, update learner records and register learners
• LRS view only user - can find learner records, but not register learners or update learner records
• learner record - can view and print the personal learning record (PLR) for any ULN once a 鈥楩ind learner鈥� search has been performed
• verify learner details (VLD) learning provider - can verify learners using learner verification

You can only select the user types that you were given access to when your organisation was set up.

12. Appendix B 鈥� tips for searching

It鈥檚 important to be sure the learner you鈥檙e looking for does not already exist in the LRS before you create a new ULN. Here are some tips for searching.

12.1 Name

You can try:

• swapping previous name 鈥� try searching using the person鈥檚 previous family name.
• swapping the 鈥楪iven Name鈥� and 鈥楩amily Name鈥� fields 鈥� use their middle name as their given name.
• searching for the person with and without a prefix/suffix on their family name or using alternative forms of prefix/suffix, for example, McDonald/MacDonald
• searching using their preferred or nickname as the given name
• checking the appropriate spelling of the person鈥檚 name and considering using phonetic spelling, for example, Czaja as Chiah
• copying the previous family name into the relevant field when you鈥檙e updating a family name
• including and excluding a hyphen if it鈥檚 a double-barrelled name

12.2 Date of birth

You can try:

• swapping month and day around (if less than or equal to 12) or using the first of the month (01-MM-YYYY)
• using 1 January and the year closest to their age, if you do not know their date of birth (as a last resort)

12.3 Contact information

You can try:

• using a previous postcode for the person (or their parent鈥檚 postcode)
• searching using the default postcode ZZ99 9ZZ
• uploading a batch file with the previous postcode, if you collect the previous postcode of learners 鈥� make sure you update the postcode once you鈥檝e obtained the ULN
• using address matching tools such as the .

13. Appendix C 鈥� tips for updating a learner鈥檚 details

You should make sure learner鈥檚 details are regularly updated by submitting batches of current learners prior to exam entry.

If you have ULNs for learners, you can update their demographics using batch processing. One mandatory field can be updated per file.

You must not use prohibited text, for example 鈥榩risoner鈥�. If the learner鈥檚 name includes prohibited text, contact the LRS service desk. If a postcode is prohibited, for example, a prison postcode, use the learner鈥檚 last address or the default postcode ZZ99 9ZZ.

13.1 Contact information

You should always complete the address lines with the correct postcode. If you鈥檙e in any doubt, use address matching tools such as the .

If you collect the previous postcode of your learners, you could try uploading a batch file with the previous postcode. Once you鈥檝e obtained the ULN, update the record with the correct postcode.

Make sure you include an email address for the learner, and do not use the word 鈥榥one鈥�.

13.2 Names

Always use the learner鈥檚 legal name and not nicknames, as these can be recorded in 鈥楶referred Given Name鈥�.

Include the learner鈥檚 鈥楶revious Family Name鈥� if you know it because this can improve search results.

You can add any middle names to 鈥楳iddle Other Name鈥�, using a space between each.

When updating a family name, make sure you copy the previous family name into 鈥楶revious Family Name鈥�.

13.3 Date of birth

If you do not know the date of birth, as a last resort try using 1 January and the year closest to their age.

13.4 School age

If you鈥檙e updating the 鈥楽chool at Age 16鈥� field, enter the proper school name but do not include the word 鈥楽chool鈥� or 鈥楥ollege鈥�.

13.5 Place of birth

If you have this information, include it in 鈥楶lace of Birth鈥�. This should be the city/town as recorded on their birth certificate.

14. Appendix D 鈥� verification type

There are several verification options to select from the drop-down:

• none provided
• relationship with school 鈥� should be used by schools
• passport
• driving licence
• ID card or other form of national identification
• National Insurance card
• certificate of entitlement to funding
• bank, credit or debit card
• birth certificate
• benefit documents
• other 鈥� if selected the verification description field needs to be completed

The 鈥榁erification Type鈥� field is a controlled list, while the 鈥極ther Verification Description鈥� is a free text entry field and is only used if value 鈥極ther鈥� is selected in 鈥榁erification Type鈥�.

The verification type value 鈥榬elationship with school鈥� should be used by pre-16 schools, where the identity checking processes typically involves verifying the identity of the learner with the parents or guardians.

Where the 鈥極ther鈥� value is assigned to the 鈥榁erification Type鈥� field, the verification document must be issued by a trusted third party. Any documentation that does not conform to the standard verification types or 鈥榦ther鈥� trusted documentation should result in the learner being registered with the verification type value 鈥榥one鈥�.

Examples of trusted document types are:

• photographic security pass for current place of employment
• armed forces service ID
• re-enrolment of known student (record as 鈥榬eturning student鈥�)
• exam certificates

Examples of non-accepted verification types are:

• individualised learner record (ILR)
• other ID
• LRS
• by school/college/learning provider