BREEAM Support
We are committed to providing our customers with an excellent service and we're here to help. If you cannot find the information you’re looking for, please let us know.
The BREEAM team is based at BRE headquarters in the UK. If you are in the UK please contact us via 0333 321 88 11 and for those outside of the UK +44 (0)1923 664000 between 9am and 5pm Monday to Friday.
BREEAM Platform
For any operational issues e.g. accessing the platform, logging in and registration, please contact us at breeam@bregroup.com
Response time: one working day acknowledgement. Resolution is dependent on fix timelines with our third party developer, however please be assured that we will be monitoring this to ensure issues are resolved in a timely manner, and will keep you updated on progress and expected resolution timelines.
QA (Assessors)
On acceptance of receipt of your assessment submission, our Scheme Applications team will provide you with details of when you will receive feedback.
Please see our published QA average handling times for our expected timescales.
Assessors requesting an explanation about a small amount of feedback on one assessment can use our Live Chat service. Live Chat has been designed to answer quick QA feedback clarification queries which can be resolved within 20 minutes.
Live Chat service is currently operational 10:30 till 15:30 Monday – Friday (excluding 12:00-14:00) and is accessible via BREEAM Projects for all licensed Assessors. Please note that hours and availability of services may vary. If Live Chat is not available, or your query will take longer than 20 minutes to resolve please use the Webform located on BREEAM Projects. Please refer to KBCN1002 for an outline of the BREEAM Live Chat Terms of Use.
Please note: In order to maintain an efficient service for all our customers, use of the Live Chat service should be restricted to matters which can be resolved within 20 minutes.
Assessors with a large number of QA feedback queries for one assessment, or who have a complex QA issue should reach out to the QA auditor via our Webform located on BREEAM Projects.
Response time: one working day acknowledgement, resolved within seven days.
To feedback on any of our services please contact the BREEAM Partnerships Team at assessorfeedback@bregroup.com
Response time: one working day acknowledgment, five day detailed response.
Technical (Assessors)
Assessors and APs are encouraged to check the relevant technical manual, guidance notes and Knowledge Base before submitting a technical query.
Assessors with simple technical queries can use our Live Chat service. Live Chat has been designed to answer quick technical queries which can be resolved within 20 minutes.
Live Chat service is currently operational 10:30 till 15:30 Monday – Friday (excluding 12:00-14:00) and is accessible via the My Projects and Assessment page for all licensed Assessors. Please note that hours and availability of services may vary. If Live Chat is not available, or your query will take longer than 20 minutes to resolve please use the Webform located on BREEAM Projects. Please refer to KBCN1002 for an outline of the BREEAM Live Chat Terms of Use.
Response time: General technical: seven working days.
All technical queries should be submited using the Webform located on BREEAM Projects.
Response time: seven working days
Assessors with queries related to the technical services listed below should submit their query using the Webform located on BREEAM Projects.
Response time:
- Approved Standards and Weightings List: 20 working days
- Bespoke Applications: 20 working days
- Innovation Applications: 20 working days
- IMPACT model submissions (UK NC 2011, 2014): 20 working days
- Mat 01 tool evaluations: 20 working days
- Reviews of schemes for VOC emissions (GN22): 20 working days
- Bespoke Green Guide Ratings – 15 working days.
Operations (Assessors)
- Licenses: new, renewals, assessor listings, assessor qualifications and AP licenses
- Registrations: assessment registration, transfers and previous versions
- Finance: Invoice queries and outstanding payments
- Online systems: BREEAM Projects operations and system queries
For queries relating to any of the above, please contact us at: breeam@bregroup.com
Response time:
- Non-technical and operational queries – five working days
- Registration applications – seven working days
We operate a separate inbox for BREEAM In-Use to process cost proposals, invoicing and credit purchases.
For further details on any of the above, please see KBCN1461 or contact us via breeaminuse@bregroup.com
Response time: five working days
Partnerships
The BREEAM Partnerships Team is here to channel feedback from our assessor and clients on the market, our products, science, and services. We can connect you to the wider BREEAM team to discuss your feedback, and possible marketing and business development opportunities.
- General BREEAM feedback – Product, science, service and market feedback
- Marketing / business development opportunities
- Assessor company annual overviews, data queries
- Brand queries
For queries relating to any of the above, please contact us at :
- For licensed BREEAM assessors: assessorfeedback@bregroup.com
- For clients: clientfeedback@bregroup.com
Response time: one day acknowledgment, five day detailed response.
Academy
In the first instance use the BRE Academy Live Chat. If Live Chat is not available, please use the Contact Us form.
Response time: one day acknowledgment, five day detailed response.
Please use the Sales Enquiry form.
Response Time: one day acknowledgment, five day detailed response.
CITB Registered Employers can currently save up to 70% of your annual training costs on selected BRE Academy courses via the CITB Employer Network Scheme. Please visit our website or use the CITB contact us form for further details.
Response time: one day acknowledgment, five day detailed response.
International Offices (Assessors)
To discuss sales, new opportunities or specific territory queries within USA or Greater China.
To discuss sales, new opportunities or specific territory queries within China reach out to us at BREChina@bregroup.cn.
By phone +86 1881 1827 3569 between 8:00am and 6:00pm Monday to Friday.
To discuss sales, new opportunities or specific territory queries within USA reach out to us at breeamusa@bregroup.com.
By phone: +1 (888) 233-0176 between 9am and 5pm Monday through Friday.
Escalations and complaints
If you are dissatisfied regarding the response to any query or have not received a response as per our response times then please either:
- Respond to the latest email asking for it to be escalated
- Contact the BREEAM Partnerships Team
- For licensed BREEAM Assessors: assessorfeedback@bregroup.com
- For clients: clientfeedback@bregroup.com
Response time: one day aknowledgement, five day detailed response.
If you would like to make a formal complaint please contact bregroupquality@bregroup.com
Response time: one working day acknowledgment, five day detailed response. Resolve with 30 days