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CHAIN: Frequently Asked Questions

If you have any queries regarding statistics from CHAIN reports or need to know more about how CHAIN works, please call the CHAIN Team on 020 3856 6007 or email

I’m having problems logging into CHAIN

Check you’re on the correct login screen

The first thing to do is to make sure you’re on the correct login page for CHAIN – The login screen is a simple white screen with a login box at the top, any other page won’t let you log in:


A screen that looks like this will not let you log in so please make sure you go to to when logging in.

Check your username

Your user name should be formatted as  Eg if your name is Joe Bloggs your user name will be . Your email address will not work here so make sure you put after your name.

(If you have a very old CHAIN account your username could be your email address, please get in touch with us if you’re not sure)

Reset your password

If you are on the correct login page and are putting in the correct username then it’s time to try resetting your password using the ‘Forgot your password?’ link.

Clicking this link will take you to a new page where you’ll type in your username and click submit.  If your username is recognised you’ll be emailed  a temporary password to log in with.  When you log in with this password you’ll be asked to reset it to a password of your choice.

Password reset emails can take up to 15 minutes to arrive so please be patient.  If you can’t find your email after 15 minutes please check your junk/spam email folders.

Still can’t log in?

Get in touch with the helpdesk and we’ll look into it for you.

If you’d like your new Service or Project to have CHAIN access we need a manager to send us an Access Request Form.

Once we receive the form we’ll submit it for approval and will be in touch.  For more information, and to download the form, please see the ‘How can I access the CHAIN database?’ section here:

Once the form has been completed send it to the helpdesk and we’ll take it from there.

When filling the form in please give us as much information as possible about your new service and, if requesting inputting permissions, what you expect to be recording on CHAIN.

Welcome! We’re always happy to meet new people! We need to know if your team already has access or what access they have to set you up a new account

My service / team does not have access to CHAIN

Please can you ask your manager to submit a System Access Request form

My team has View Only access to CHAIN

Please ask your manager to email us to request a new account for you.

My team has Inputting / Editing access to CHAIN

You’ll need to complete some training before we can give you access. Your manager will need to request we book you into an upcoming session so please ask them to email us. We can only book you onto a training session if we have a request from your manager.

Training is currently completed online so once we’ve confirmed it with your manager you’ll be signed up to our online training system.

Your course will consist of 3 modules and we’ll complete your training with a video chat with one of the members of the CHAIN team.

Each module of the e-learning can take a couple of hours to complete, and you’ll have a deadline, so please make sure you have enough time set aside to finish.

We need to keep CHAIN as consistent and useful for as many teams and users as possible so any new fields or options need to have value across the whole system.

If there’s a new field or option you think would be useful please fill in our System Change Request Form (you can also find it by logging into CHAIN, going to Support & Information and CHAIN reference Materials) and send it over to us.

We’ll take a look and let you know if we can add it to the system.

We’ve got lots of great How-to guides on CHAIN that you can view or download when you’re logged in. Look for the Support and Information tab at the top of your screen:

Click onto that tab and choose ‘CHAIN Reference Materials’ in the dropdown list. Click ‘Go!’ and you’ll be able to view and download any of our How-to Guides

It’s a good idea to check this area regularly for new guides, especially when new CHAIN features are announced.

We get a regular data extract from the CHORUS system that updates all of the Pan London COVID client stays on the system, so we cannot add or update any of these accommodation stays directly on CHAIN.

The data we get from CHORUS is imported so any updates made on CHORUS will not immediately be reflected on CHAIN.

Client stays should get added or updated when we get the next data extract from CHORUS but if you see a stay hasn’t been added or updated after a few days please let us know.

You can get in touch with us by emailing or giving us a call on 020 3856 6007. You will get a response from us within 48 hours but we do try to respond to all emails as quickly as we can.

If you’re getting an error message

Please let us know what you’re trying to do, what steps you took before you got the error message and what the error says.

A screenshot of the error and the page you’re on will really help so please send one along if you can.

You can take a picture of your whole screen by pressing the Print Screen button on your keyboard which you can paste into your email. Your Print Screen key might be labelled ‘PrtScn’, ‘Prt Sc’ or something similar and it’s usually found towards the top right of your keyboard.

If you’re using Windows you can also use application called ‘Snipping Tool’ to capture a section of your screen.  You can then copy and paste this into your email.

If you need something edited or deleted

It really helps us out if you include a link to what you need amending. This saves us searching around a record and ensures we’re correcting or deleting the right item for you.

To find the link for anything in CHAIN make sure you have it open on your screen then look at the address bar in your web browser:

Copy and paste this line into your email and it’ll direct us to the right place. Please also let us know why you need to item edited or deleted.

If you can’t add something because too much time has passed since the event

If you need something added but are restricted from doing so because too much time has passed please add it with all of the relevant information and use today’s date.  E-mail us the link and the correct date and we should be able to backdate it for you. 

You’ll need to tell us why it wasn’t added to CHAIN originally so we can determine if it should be added to a client’s record.

We’re happy to create new reports but please give us plenty of notice.  Most reports take 1 week to complete and more complex reports can take up to 2 weeks.

Please email us your requirements and be as specific as you can when telling us what you need. Also please make sure you include a time frame for your report.

For example instead of asking for a report on any contacts within the last month think about if that means all Street Contacts, Street Contacts and Street Count contacts, only Encounters, only non-bedded down contacts etc.

Please also let us know what you’d like in the output of the report.  Are you just after a total number or do you want timeline event details, assessment details etc. Please be as detailed as you can!

Please note we will only provide reports on data that was recorded by your service, or a service you commission, unless you have an agreement with another service/organisation that their data can be included.

Our Data Protection material, including all of the different translations of our Client Information Leaflet, can be accessed from within CHAIN.

When you’re logged into CHAIN click on the Support and Information tab:

Choose ‘CHAIN Data Protection Materials’ from the dropdown list, click Go! and you’ll be able to view and download our data protection material.