• ALL EXAM queries are URGENT and need to be addressed ASAP.
• CSCS - https://tlm.org.uk/cscs/
• All generic queries - see the FAQ below
• Any centre requiring information on qualifications content, advice on delivery, or evidence needs to be transferred to Debi (finance Welsh AND English schools) or Marite (all other qualifications)
• New business enquiries should be transferred to Debi  (schools) and Steve (everything else plus Schools as a backup).

TLM Support Staff Q&A Reference Guide (Full Version)

This document converts the full TLM Survival Guide (V9 2023–2024) into a structured Q&A format to help new support staff handle common customer queries and issues. Each section provides typical questions and clear, concise answers.

1. Getting Started & Access

• Q: How do I access the TLM sites?

A: Visit tlm.org.uk. Use the links at the top right to log into the Centre Management Site (for assessors) and the Learner Assessment Site (for assessors and learners).

• Q: What’s the difference between the Centre Management Site and the Learner Assessment Site?

A: The Centre Management Site (CMS) is for assessors and administrators to manage learners, groups, and moderation. The Learner Assessment Site (LAS) is used by learners and assessors to book, administer and access exams.

• Q: I can’t log in to the Centre Management Site. What should I do?

A: Check that your username and password are correct. If issues persist, you can use the ‘forgot password’ or contact TLM to re-issue your password

• Q: TLM ADMIN: How to reissue the password for an account

A: Go to Centre Management Site (CMS) → Search for the centre or Assessor →Password →Create new Password

If there are issues with receiving the new password (sometimes the local firewall blocks the emails), →choose ‘Manual’ → set the password → email the account holder.

• Note: never share passwords over the phone, it must be sent via email to the email address we have on Centre Management (no exceptions)

 

2. Managing Assessors

• Q: Who is responsible for managing assessors?

A: The Principal Assessor (PA) manages all assessors within their centre and has overall control of the Centre Management Site.

• Q: How do I add a new assessor or exams officer?

A: From the Centre Management Site, select Manage Assessors → Add Assessor. Fill in required fields, assign roles, and save. Provide the new user with their login credentials.

• Q: What are the roles available?

A: • Assessor: Can access marksheets and request moderation.
• School Admin: Can create groups and manage learners.

• Exams Officer: Typically has access to all roles to create and manage exam groups.
• Principal Assessor: Responsible for signing the centre agreement and IQA (internal quality assurance)

 

• Q: I can’t request Units?

A: Check that your PA has signed the centre agreement.

• Q: The traffic light shows RED, what should I do?

A: The traffic light indicates your compliance status, but DO NOT limit your access to request awards, exams or print certificates.

Red - not paid AND not attended the annual monitoring session

Amber - not paid OR not attended the annual monitoring session

Green - All good

 

3. Group & Learner Management

• Q: How do I add a new group?

A: In CMS, go to School Admin → Add Group. Name the group (e.g. class or year group), select the assessor, and click Save.

• Q: How do I add learners manually?

A: Go to School Admin → Add Learners → complete all fields → Save → assign learners to a group using the provided link.

• Q: How do I upload learners using a CSV file?

A: Download the CSV template from Add Learners. Ensure columns include Forename, Surname, Gender, DOB. Remove ULN and UPN if unused, then upload and assign the learners to a group.

• Q: The system is not accepting the csv file?

A: Ensure columns include Forename, Surname, Gender, DOB (not Date of Birth). Remove ULN and UPN if unused.

• Q: How can I Copy/Move a learner to a different group?

A: COPY - copy learner to a different group by leaving a copy in the original group

Move - move learner to a different group

Go to School Admin → View Groups → Edit → Select learner or learners → chose copy or move → chose group → Copy or Move

 

• Q: A learner’s name or details are incorrect. What do I do?

A: Go to School Admin → View Groups → Edit → Edit learners in this group → edit the details → Save

It is recommended to change the details after completion of the exams.

If changing the exams during the exam season, then the details need to be changed on the Exam site (Learner Assessment Site)  too.

• Q: Can multiple assessors access the same group?

A: CMS does not support dual assessors for one group, but a duplicate group can be created with the same learners and assigned to the second assessor.

 

4. Assessment & Moderation

• Q: How do I register learners for a qualification?

A: In CMS, go to Assessment → Marksheets → select the group → choose category (qualification) and level → select Unit R - Registration → select learners (or Selcet All) → press S → Save → Request Registration.

• Q: How to change quals after having entered for wrong ones?

A: In CMS, guide the assessor to the Assessment →Award Jobs →ask to provide the Job ID for the wrong registration →forward this to TLM IT Department to reject.

• Q: What is formative sampling?

A: Formative sampling is the external moderation process to check learners’ completed units. Assessors must request this through the CMS once internal verification is complete.

• Q: How do I request formative sampling?

A: In CMS → Assessment → Marksheets → select group → qualification → unit → select learners → press S or H for Secure/Higher → Save → Request Moderation. Email or upload coursework to TLM for verification.

• Q: What are the moderation status meanings in Award Jobs?

A: • Waiting for Evidence – TLM has not received coursework.
• Evidence Received – Awaiting moderation.
• Waiting for Assessor Response – Moderator has requested changes.
• Approved – Moderation completed successfully.

• Q: How do I provide coursework evidence?

A: Send via email, cloud storage (Google Drive, OneDrive, etc.), or upload to the Learner Assessment Site. Always quote the Job ID in communications.

 

5. Learner Assessment Site (LAS) Management

• Q: How do I create an assessor account on the Learner Assessment Site?

A: Go to tlm.org.uk → Log in to Learner Assessment Site → Create new account. Use the same email address as your Centre Management Site account, agree to the terms, and wait for approval from the TLM support team.

• Q: How do I create learner accounts?

A: In LAS → My Learners → select group → click Check Accounts → Create Accounts. Repeat for large cohorts as the system creates up to 50 accounts at a time.

• Q: How do I edit a learner’s details?

A: It is recommended to change the details after completion of the exams.

If changing the exams during the exam season, then the details need to be changed on both sites.

In LAS → My Learners → select group → click learner username → Edit → correct details and add a placeholder email (e.g. learnerID@pretendemail.com) → Save.

• Q: How can I find learner login details?

A: In LAS → My Learners → for a group → click Pupil ID Letter to print or export login details to a spreadsheet.

 

6. Exams

• Q: How do I book an exam?

A: Exams must be booked via the Learner Assessment Site.

In LAS → My Learners → for a group → click Manage Exams →Register Online Exam → choose the relevant Available Exam →

→IT - by default will select all learners in the group. It is recommended that there is a dedicated exam group set-up on the Markbook  with ONLY the learners who need to be booked for the exam at a specific time/date.

→Other qualifications →Select learners → select exam date →Confirm CoI →Register

• Q: Who can be present during an exam?

A: Only authorised staff and learners may be present. No external individuals or unauthorised personnel are permitted. NO teachers delivering the course are permitted.

• Q: How to Start Exam?
• Q: The exam status is ‘Not Ready’?

A: On the day of the Exam In LAS → My Learners → for a group → click Manage Exams → choose the exam from the Registered Online Exams for this group →Start Exam

• Q: A learner has been locked out of an online exam. What should I do?

A: Go to Ongoing Online Exams and select Unblock next to the learner’s name. They can resume without losing answers from the same session.

• Q: What happens if there are technical problems during an online exam?

A: If a learner is disconnected, use Ongoing Online Exams to unblock them. If problems persist, contact TLM support by letting them know the Name of the exam and the learner’s name and ID.

• Q: How will I receive grades for regulated exams?

A: Grades are sent via the Centre Management Site under Results.

 

7. Certificates & Results

• Q: How do I request results?

A: Results can be accessed once exam marking is complete. Use the Request Results option in CMS.

In CMS → Assessment → Marksheets → select group → qualification → unit →Request Results

• Q: How do I print certificates?

A: Once results are approved, certificates can be printed from CMS

In CMS → School Admin → View Groups → for a group → Prit Awards → Select a learner or an Award →Print

• Q: What should I do if a certificate has incorrect details?

A: In CMS Go to School Admin → View Groups → Edit → Edit learners in this group → edit the details → Save