User support

User support#

Last modified: 02 Sep 2025

UK LLC is committed to helping all researchers to work effectively in the UK LLC Trusted Research Environment.

Self-service user tools#

UK LLC maintains a library of self-service user help tools in multiple formats. These include this User Guide, helper syntax and YouTube videos. All active researchers are invited to join the monthly UK LLC User Group meetings (via Teams) and the UK LLC Researchers’ Google Group. Researchers can also request a 1:1 support session with a member of the UK LLC Data Team.

Accessing help#

Click on the YouTube link below for a short (50 seconds) video guide on how to request help while working in the TRE. Alternatively, scroll down to find a description of the assistance available from the UK LLC and SeRP Data Teams.

Please note neither UK LLC nor SeRP are able to offer specific advice on choice of software, general coding queries or analytical methods.

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Support from UK LLC

If researchers are unable to find the help they require either in this Guidebook (including the FAQs) or via UK LLC’s YouTube videos, the UK LLC Data Team can be contacted at support@ukllc.ac.uk.

The UK LLC Data Team can provide assistance with:

  • TRE account management

  • User account permissions

  • Data availability

  • Understanding dataset structures and linkages

  • UK LLC helper program troubleshooting

  • Accessing the UK LLC Researchers’ Google Group

UK LLC Researchers’ Google Group#

This group is available to all researchers active in the UK LLC TRE. It should be used to discuss UK LLC data-related insights and problem solving.

To join the Google Group:

  1. Go to this link: https://groups.google.com/u/2/g/uk-llc-data-users

  2. Click “Ask to join group” button

  3. Await approval from UK LLC

Getting started:

  1. To start a new topic click:

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  1. To reply to an existing conversation, click on “Reply all”, insert message and click “Post message”

  2. To set your email notification settings, go to “My membership settings” from left pane.

Support from SeRP

If researchers experience issues with software or the SeRP environment they should contact helpdesk@chi.swan.ac.uk.

The SeRP Helpdesk can provide assistance with:

  • SeRP connection issues or outages

  • Operating system errors

  • Pre-installed software packages

  • Program troubleshooting (including loading programming language libraries)


Make a complaint#

UK LLC aims to deliver a high quality and inclusive service that empowers researchers to conduct impactful research for public good. If you feel the service you have received from UK LLC has fallen below your expectations, you can file a complaint.

If you are accessing LPS data and health data, you should email UK LLC directly: info@ukllc.ac.uk

If you are also accessing government administrative data (DWP, DoE, HMRC) through the Digital Economy Act (DEA) legal gateway, you may alternatively choose to email the UK Statistics Authority (the body that accredits UK LLC as a DEA Accredited Processing Environment): Research.Accreditation@statistics.gov.uk

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