Welcome to Support

Due to the nature of our products, the support we provide is broken down into the following 3 areas:

  • MSA Support: Available to signatories of the Mapping Services Agreement (MSA) contract. This covers both the NLPG and NSG products.
  • Commercial Support: Available to customers who have purchased a commercial user licence for NLPG data.
  • Technical Support: Any user experiencing technical difficulties with our website e.g. accessing services available via this website (FTP access, NLPG Search or NLPG Advance).

Talk to us directly by calling 020 7747 3502 or you can email us at helpdesk@intelligent-addressing.co.uk. The Helpdesk is available between 9.00 and 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

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MSA Support

MSA support is available for signatories of the Mapping Services Agreement (MSA) i.e. authorities that fall under the below categories:

  • Local Authorities (Shire, Borough, Metropolitan Borough, City, District, Unitary or County Authorities)
  • Fire Authorities or Services
  • National Parks
  • Police Authorities.

We offer the following MSA support services:

The MSA Support helpdesk are responsible for providing support for both the National Land and Property Gazetteer (NLPG) and National Street Gazetteer (NSG) datasets. NSG support services are detailed on the NSG website .

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Commercial Support

support services offered to licence holdersCommercial support is available for customers who have purchased NLPG data under a Development and Demonstration (DevDem) license or an End User commercial license. The level of support does differ between licences, as indicated in this table.

If you have any questions regarding NLPG data or you are experiencing any difficulties with a data supply or licence please contact our commercial support. Talk to us directly by calling 020 7747 3502 or you can email us. The Helpdesk is available between 9.00 to 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

Commercial Support Services:
The following support services are available for commercial users:

  • Help interpreting online published documentation
  • Assistance ordering commercial products
    • Supply and receipt of digital order forms
  • Order administration
    • Log Dev/Dem and End User licences
    • Confirm order to user
    • Export data products
    • Set up FTP account and distribute T&Cs *
    • Distribute data products
  • Use of the NLPG website, in particular;
    • NLPG Search
    • FTP Download *
  • Error reporting
    • Record reported error incidents
    • Type 1 Error : data error or data omission
    • Type 2 Error: data transfer error or formatting error.
  • Maintaining commercial Frequently Asked Questions (FAQs)

*FTP access is requested on the submitted order form.

Please also visit our Commercial Frequently Asked Questions

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NLPG Helpdesk

The NLPG Helpdesk works closely with the NLPG hub team and the NSG team. The helpdesk are responsible for providing support in key areas outlined below. Please note all the services listed below are available for creating authorities but due to the nature of their role, users of NLPG data (See the commercial section for Commercial services only require the services marked with an asterisk (*).

The following NLPG helpdesk services are available for MSA signatories:

  • Help interpreting online published documentation*
  • Assisting users to order MSA services*
    • Supply and receipt of digital order forms
  • Order Administration*
    • Log MSA service orders
    • Confirm order to user
    • Confirm service procedure and user actions (if required)
    • Set up FTP account and distribute T&Cs (where required)
  • Troubleshoot user’s reports (explain and provide advice regarding error and warning flags):
    • Monthly healthcheck reports,
    • COU reports and
    • Full reload and resynchronisation reports
  • Use of the NLPG website, in particular;*
    • Username/password troubleshooting
    • NLPG Search
    • NLPG Advance
    • FTP Upload/Download facility
  • Maintaining NLPG Frequently Asked Questions (FAQs)*
  • UPRN allocation
Please also visit our MSA Frequently Asked Questions

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Technical Support

If you experience any technical issues (e.g. cannot display a webpage or have problems accessing a technical service i.e. FTP etc) with our website then please contact our technical support. Talk to us directly by calling 020 7747 3502 or you can email us at helpdesk@intelligent-addressing.co.uk. The Helpdesk is available between 09.00 and 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

Please review our Technical Tips below before contacting the helpdesk with your technical issue

Accessing the FTP Site:

  1. Check you are using the correct username and password (obvious, but worth it!).
  2. Check you are trying to access the correct folder i.e. IN for uploads and OUT for downloads.
  3. Check whether you can access other ftp sites e.g. ftp://ftp.microsoft.com - if you can’t then you should contact your IT as it is likely your access has not been enabled.
  4. If possible, try using a different ftp client to access the site (contact your IT dept with regards to this).

If after trying the above, you are still experiencing FTP access issues, then please email the helpdesk with the following information:
  • What ftp client are you using?
  • Have you been able to access the ftp server in the past? If so, when?
  • A screenshot of any error messages
  • A clear description of the problem e.g. can see existing files but not upload new ones
  • Ask your IT dept if any proxy servers are being used and what firewall restrictions are in place

Logging into the NLPG Site:
  1. Check you are using the correct username and password (obvious, but worth it!).
  2. Does your password need changing (passwords expire after 90 days)?
  3. Check whether you have been automatically logged out - if so, you will need to log in again (this occurs after 29 minutes of inactivity)
  4. Check the password rules when changing your password (passwords must be at least 8 characters long, they must contain at least one upper case letter and at least 4 number characters).

If after trying the above, you are still experiencing Login issues, then please contact the helpdesk with the following information:
  • What action were you trying to perform e.g. trying to change your password?
  • A screenshot of any error messages/data issues

If this has been useful, please let us know - info@nlpg.org.uk

Please also visit our Technical Frequently Asked Questions

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