Rules · 06
Gates and what blocks you
Every refusal message explained: why it appears and how to clear it.
When the panel stops you, the message tells you the rule that applies. This chapter lists the common ones in the order you meet them, with the way to clear each. Messages are quoted from the application; … stands for the claim-specific detail (a name, an amount, a number).
Two kinds of "no"
Validation (red text under a field or a message at the top of the panel): fix the field and try again.
Permission ("You are not allowed to…", a 403 page, or a menu item that is missing): your role does not include it. Ask the CEO or CTO. See Roles and access.
Intake and claim details
| You see | Why | Clear it by |
|---|---|---|
| Check the postcode before continuing. | The new-claim form needs the duplicate check on step 1. | Press the postcode check. |
| A reason is required for the claim reference / policy number. | You chose "Awaiting insurer" or "Not applicable". | Write why, or pick "Confirmed" and type the value. |
| Date received cannot be in the future. | The instruction cannot have arrived tomorrow. | Correct the date and time. |
| Nothing was changed, so there is no amendment to record. | You pressed Amend without changing a value. | Change something or cancel. |
| This claim is flagged as cancelled. Clear the Cancelled flag before changing it. | A cancelled claim is read-only. | Clear the flag if the cancellation was wrong. |
| The claim is read-only / Only the CEO can reopen it. | The claim is closed. | Ask the CEO to reopen with a reason. |
| This claim is already closed. / Only a closed claim can be reopened. | Closing and reopening only apply in the right state. | Nothing to do. |
Surveys and the surveyor
| You see | Why | Clear it by |
|---|---|---|
| Create an active staff surveyor credential profile in Network compliance before assigning this person. | An internal surveyor needs a credential profile like any other member of the network. | Network → Compliance: create and complete the profile. |
| Missing, unreviewed or not valid on the required date. | A required compliance record is missing, awaiting review or expired (including on the appointment date). | Upload the evidence and have it reviewed, or choose another surveyor. |
| Cover is below the … minimum. | Insurance cover is lower than the minimum set in Settings. | Upload a policy with sufficient cover. |
| Suspended from the network… / Onboarding is not complete and approved yet. | Onboarding status is not Approved. | Complete onboarding or lift the suspension. |
| Only a survey that has not started can be moved. / A completed or already cancelled survey cannot be cancelled. | A survey can only be moved or cancelled before it starts. | Book a new survey instead. |
| Complete the pre-visit risk assessment before the survey starts. | Step 4 gates step 5. | Complete the risk assessment. |
| Summarise the findings. / Record the cause of the damage. / Record the room-by-room findings. | The report cannot be generated with these missing. | Complete them on step 5. |
| Review this exact report before recording its delivery. / This assessment report has already been delivered. | Delivery is tied to a reviewed, active report. | Approve the report, then record delivery once. |
| Use a standard-access report intended for the insurer. | A restricted document cannot be sent to the insurer. | Re-file the report as standard access. |
Scope, schedule and decision
| You see | Why | Clear it by |
|---|---|---|
| Only a managed repair instruction has a schedule of works to issue. | Assessment claims have no schedule. | Extend the claim to managed repairs if repairs are now wanted. |
| Add lines to the original schedule before issuing it. | An empty schedule cannot be issued. | Build the schedule. |
| … has already been issued. Start a supplement for further work. | Issued schedules are frozen. | Start a supplement. |
| Record the insurer's decision on … before issuing again. | One issue at a time. | Record the decision on step 9. |
| Award the returned contractor quotation for this exact scope before issuing. | Off-schedule lines need an awarded contractor price. | Return and award quotations on step 7. |
| The email could not be sent, so the schedule was not issued. | Email delivery failed. | Check Settings → Email delivery, then retry. |
| The schedule of works has no lines yet. Add the work to be priced, then ask contractors for prices. | An RFQ needs a scope. | Add lines first. |
| Record why a quotation above the lowest returned price is being awarded. | Non-lowest awards need a reason. | Enter the reason. |
| Record this decision against the pending schedule on step 9, including its approved amount. | A decision must refer to the issue it answers. | Enter the approved amount. |
| The … reserve is already £… | Setting a reserve to its current value. | Enter a different amount. |
| Enter the amount recovered before marking the recovery as recovered. | A recovery needs a value. | Enter the amount. |
| The selected category is invalid. | A recovery or cash payment used a category that does not exist (or Professional fees for a cash payment). | Pick a category from the list. |
| Record an insurer decision that allows payment (approved, cash settlement or partial repudiation) before recording a cash payment. | No decision, or a decision such as declinature, was recorded. | Record the insurer's decision on step 9 first. |
| The payment must be more than zero. / Enter the amount in pounds and pence, for example 500.00. | Basic cash payment checks. | Correct the amount. |
| Say why the payment is being voided. / This payment is already voided. | A void needs a reason and can be done once. | Enter the reason, or leave it. |
| You are not allowed to record cash payments. | Your role lacks finance payment permission (CEO and CTO only). | Ask the CEO. |
Repairs and phases
| You see | Why | Clear it by |
|---|---|---|
| The insurer has not approved the repair. Record the approval on step 9 first. | No purchase order without repair authority. | Record the insurer's approval with its document. |
| Name the work phase, for example Scaffolding hire and erection. | A phase needs a name. | Enter one. |
| … is a provisional sum held with the insurer; it is not allocated to a contractor. | Client-only lines are not given to contractors. | Leave it unallocated. |
| Allocate schedule lines to … before work starts. | An empty phase cannot start. | Move lines into it. |
| … has started. Add further work as a new phase. | Started phases are frozen. | Create a new phase. |
| Choose an active contractor from the network. / Assign the contractor awarded the quotation for these scope lines. | You must use an approved, awarded contractor. | Pick the right contractor. |
| … does not carry the trade for this phase. | The contractor is not registered for that trade. | Add the trade to their profile or choose another. |
| … is not compliant: … | Their compliance records fail. | Fix the listed records (Network → Compliance). |
| Complete the pre-commencement checklist (step 10) before work starts: … | An excess or contribution is outstanding. | Record its receipt on step 10. |
| Approve the completion report, resolve defects and attach required certificates before validation. | Validation needs evidence. | Complete those items. |
| You are not allowed to validate completed work. | Your role cannot validate. | Ask someone who can. |
| Reject a phase with a reason. / … has started and cannot be rejected. | Only unstarted phases can be rejected, with a reason. | Give the reason, or leave the phase. |
| Wait for purchase order delivery to finish before changing this phase. | An order email is still being sent. | Wait and retry. |
| Order … has been invoiced by the contractor, so … cannot change contractor or be rejected. | Money has moved. | Record a credit note or revise the order instead. |
| Review contractor eligibility before issuing: … | The PO cannot be sent to an ineligible contractor. | Clear the listed blockers. |
Invoices and payments
| You see | Why | Clear it by |
|---|---|---|
| Use restricted contractor invoice evidence to protect supplier prices. | The invoice file must be filed as commercially restricted. | Re-upload as restricted. |
| The contractor has already invoiced … | A revision cannot go below what is invoiced. | Revise to at least the invoiced amount. |
| The payment must be more than £0.00 / cannot be before the invoice was received. | Basic payment checks. | Correct the amount or date. |
| Only £… … is unpaid. (credit or payment above the balance) | You tried to pay or credit more than the balance. | Enter an amount up to the balance. |
| … has no verified bank details. Verify them on the contractor profile, or enter the payment reference and the reason it was paid without… | The contractor has no verified account. | Record and verify bank details, or give a payment reference and an override reason. |
| The invoice exceeds the remaining insurer-authorised value. | Billing more than approved. | Invoice up to the remaining value; get a supplement approved for more. |
| Validate all work before issuing a final invoice. | A final invoice needs all phases validated. | Validate the phases, or issue an interim invoice. |
| Deliver the assessment report before invoicing it. | You are paid for a delivered report. | Deliver the report. |
| No fee can be invoiced: the instruction was withdrawn before the site survey. | The latest decision is Withdrawn prior to site survey. | Nothing to invoice. If the decision was recorded wrongly, record the correct one on step 9. |
| Record the site survey as completed before invoicing the survey fee. | The latest decision is Withdrawn after site survey and no completed survey exists. | Complete the survey record, then invoice. |
| Use an assessment invoice for assessment instructions or withdrawn instructions, or an interim/final repair invoice for managed repairs. | The invoice type does not match the claim. | Choose Assessment fee for withdrawn or assessment claims, Interim or Final for repairs. |
| The credit exceeds the unpaid balance… A credit after payment is a refund, which is not recorded here. | Credit notes cannot reverse a payment. | Handle refunds outside the panel. |
| This payment reference is already recorded. / This supplier invoice is already recorded. | Duplicate entry. | Check the existing record. |
| Financial records are closed. Reopen the financial ledger with a reason first. | The ledger is closed. | The CEO reopens it with a reason. |
| Invoice the remaining authorised value. · Record the outstanding insurer receipts. · Record payment of every additional cost. · Validate every repair phase. · Deliver the reviewed assessment report. · Record customer acceptance and resolve defects. · Reconcile and pay contractor invoices. | These are the blockers listed when you try to close the financial ledger. | Clear each item listed. |
Documents
| You see | Why | Clear it by |
|---|---|---|
| Choose a PDF, JPEG, PNG or WebP file whose extension matches its contents. | The panel checks real file contents; a renamed text file fails. | Upload a genuine PDF or image. |
| The file must be between 1 byte and 20 MiB. · The video must be between 1 byte and 95 MiB. | Size limits (network compliance evidence is limited to 10 MiB). | Compress it or split it. |
| This upload request was already used. Select the file again. | Double submission protection. | Choose the file again. |
| The file link has expired. | Download links last 60 seconds. | Click the document again. |
| You cannot see a document someone else can. | It is commercially restricted. | Ask for contractor-pricing access if you need it. |
If a message here does not match what you see, or the panel shows an error page, tell the CTO exactly what you did and the time. The audit log shows what was recorded.