CCMS Contingency Process

Web chat is now available for technical queries with our Online Support team. We can help with technical issues with any of the LAA Online Portal systems. Web chat is available Monday to Friday, 9am to 5pm.

Please leave us feedback regarding the service you have received: Web Chat Feedback Form.

If you do not want to use web chat, the team can be contacted by telephone on 0300 200 2020 (option 3), via the web chat link above or you can email

Please see the Email Requirements document for the important information we require when contacting the Online Support Team. 

When will the contingency process apply?

Contingency processes are in place for applications and amendments and will always be available when there are system issues.  If you need to use the contingency process you will be advised of the route when you contact our Online Support Team. If you are advised to use the contingency process you will be given a contingency reference. Any ‘contingency’ submissions received without a contingency reference will be rejected.

If the contingency is in regards to an application or amendment and you have access to the case via CCMS, you will be sent a Document Request via CCMS. Once the request is received, please return with the Contingency Coversheet and the relevant application form.

When the system issue relates to a bill you will need to contact Online Support Team who will advise the next steps. 

The Contingency Guidance explains what documents need to be submitted and where they should be submitted to when you need to make a contingency submission.