Major Incident – Council Online Services Unavailable
To: All Staff and Service Users
From: IT Service Desk – Denbighshire County Council
Date: August 1st 2025
Time: 11:00
Incident Summary:
We are currently experiencing a major outage affecting several of Denbighshire County Council’s online services, including:
This issue is impacting all users accessing these services via the Council website. Internal systems such as email and intranet remain operational.
Impact:
Residents are unable to make online payments or submit forms.
Delays in processing planning applications and service requests.
Potential increase in call volumes to Customer Services.
Actions Being Taken:
Our IT team is working with our third-party hosting provider to restore service as quickly as possible.
We have escalated this incident to Priority 1 (P1) status in line with our Major Incident process.
Next Update:
We will provide an update by [Insert Time] or sooner if services are restored.
Please avoid raising duplicate tickets – updates will be shared through email and the intranet banner.
Contact:
If you have urgent queries or an essential service impact, please contact the IT Service Desk on:
01824 XXXX
️ servicedesk@denbighshire.gov.uk