Please check this page for any known issues or alerts regarding the availability of CHARMS and CHARMS-Pay.
09/07/2026 - 15:30 - A message from Jim Moores, MD:
'I wanted to personally write to you to express my gratitude for the patience you have shown during this crisis.
Your inability to access CHARMS is the event that we most dread and which we work desperately, every day to try to avoid. On this occasion the issue has arisen as a fault on our infrastructure - the servers that host CHARMS, in secure datacentres. Though CHARMS itself is operational, there has been an anomaly with our hosted servers which the hosting provider, ANS, has been unable to diagnose. It is something that they have never seen before.
In the end they had to build new servers and safely move your data over to those new servers. This has been happening this afternoon and I am assured that it will be fixed today. The integrity and safety of your data is not affected in any way.
Again, I would like to thank you, and colleagues around the UK and Ireland, for your understanding and your patience which I do really appreciate.
If you would like to chat to me please feel free to ring me on 07930 541 248.
Regards,
Jim'
09/07/2026 - 14:12 - We are liaising with our hosting provider, ANS, who are investigating the ongoing issues impacting CHARMS customers today. We will update this page with further details as soon as we have more information.
09/07/2026 - 10:32 - We are aware of some issues with sites and will provide an update once we know more.
02/07/2026 - 16:30 - CHARMS Service Update - We continue to work closely with our hosting provider to fully restore the platform's performance and redundancy capabilities following the recent service disruption.
Both CHARMS and CHARMS-Pay remain fully operational and available for day-to-day use. However, we are aware of a small number of issues affecting the export of certain complex reports. Our teams are actively investigating these cases and working towards a resolution.
If you have an urgent requirement for a report and are unable to export it from CHARMS, please contact your Account Manager, who will be able to assist in obtaining the required information.
We appreciate your patience and will provide further updates as progress continues.
01/07/2026 - 09:23 - We are currently experiencing issues across all of our servers this morning. Our hosting provider, ANS, has been investigating persistent problems throughout the night, which are now having a knock-on effect across all of our services as more users access CHARMS this morning. Unfortunately, this is affecting all of our services, including CHARMS websites, remote desktops, and databases. An update will be provided once we know more.
05/12/2025 - 09:12 - This issue has now been resolved. Cloudfare has implemented a fix and is monitoring the results.
05/12/25 - 09:00 - Cloudfare is currently down - This will impact the icons and fonts used in CHARMS. We will provide an update once we know more.
28/10/2025 - 17:00 - This has now been resolved.
28/10/2025 - 15:30 - We are currently investigating errors running reports, viewing files and sending files via the Portal. An update will be provided once we know more.
18/09/25 - 16:39 - This issue has been resolved.
From our hosting provider: "Network interruptions have been traced to issues affecting a core router. Engineers have redirected traffic away from the device to restore network service and are currently performing an emergency reload. All network service and portal functionality is operating as normal."
18/09/25 - 15:15 - We are currently investigating potential connectivity issues. An update will be provided shortly.
09/07/25 - 10:14 - We are still investigating the issue that impacted a small number of customers this morning. Two of our web servers showed a spike in resource usage between 08:36 and 09:53. Between these times customer CHARMS sites were still accessible but system performance would have been impacted.
09/07/25 - 09:34 - We are investigating issues with one pair of web servers - SCN-WEB-07 / 08. The servers are currently unresponsive. We will provide an update shortly.
20/06/2025 19:50 - The network related issues by our hosting provider were resolved at 19:50.
20/06/25 - 16:47 - We are currently investigating:
Error returned:
• Running reports
• Viewing files (download is working)
• Sending files via the Portal.
We will provide an update once we know more.
10/06/2025 - 21:00 - The issues relating to CHARMS-Pay have now been resolved.
10/06/2025 - 14:30 - We are investigating an issue that is impacting the connectivity and performance of CHARMS-Pay.#
20/05/25 - 15:06 - This issue has now been resolved. We have been investigating an database server issue this morning that caused performance issues for all CHARMS web and CHARMS-Pay desktop applications between 09:52 and 10:16. The root cause has been identified as a data migration project which has subsequently been segregated from our live databases.
20/05/25 - 10:15 - We are aware of SQL Server issues that are effecting CHARMS and CHARMS-Pay. This is currently being investigated and we will provide an update shortly.
18/02/25 - 11:05 - This issue has now been resolved.
18/02/25 - 10:55 - We are investigating an issue with a number of CHARMS sites in relation to our hosting provider. We are awaiting an update as a priority and will provide more information shortly.