People First Hourly Rate Claim Issues

Update timeline

1. identified Jun 03, 2025, 04:55 PM UTC

   We are aware that some customers are experiencing an issue with hourly rate claims being calculated incorrectly. We have an incident team working on the fix and we hope to provide an update by 10am on Wednesday 4th June 2025. We apologise for any inconvenience and appreciate your patience as we look to resolve the issue.

2. identified Jun 04, 2025, 09:00 AM UTC

   We are aware that customers are experiencing an issue with hourly rate claims being calculated correctly. Our incident investigation team have identified the cause of the issue and are working on a permanent solution. Customers can work around the issue by manually overriding the hourly rate on the claims. We apologise for the inconvenience and appreciate your patience as we resolve the issue. Next update will be provided at 13:00 4th June 2025

3. identified Jun 04, 2025, 12:16 PM UTC

   We are currently testing the proposed solution, with the intention of performing a production release this evening after a positive test for resolving the issue, and confirmation of a successful wider regression test. We are investigating whether any recalculation may be required and will confirm with our next status update.

4. identified Jun 04, 2025, 07:26 PM UTC

   We have completed testing of the proposed fix and are progressing with production release at approximately 21:00 this evening. We will then monitor the situation in live service and provide a further update at 10:00 5th June 2025.

5. monitoring Jun 04, 2025, 10:18 PM UTC

   The fix has been deployed into live service and we are now monitoring the situation.

6. resolved Jun 05, 2025, 03:59 PM UTC

   We have observed no further issues and are therefore closing this incident at 17:00 05/06/2025.