Goal
Submit a monthly progress report for an active case by completing the case survey in the partner portal. This notifies the creditor and creates a record of your collection activity.
Prerequisites
You are logged in to the partner portal
The case is in Active status (see case lifecycle)
You are assigned as the collection partner for the case
A "Reply to case survey" task has been created for the case
Steps
Open your Tasks. Go to Tasks in the partner portal. Look for tasks with the title containing "Reply to case survey" or the case reference you need to update.
Click the task to open the survey. The task links directly to the survey form for that specific case.
Describe the actions you have taken. In the survey form, report the collection activities since the last update. This includes calls made, letters sent, emails sent, and any other outreach to the debtor.
Record any payments received. If the debtor has made any payments, enter the payment details. Alternatively, you can report the payment separately through the case detail page.
Select the case status. Indicate whether the case should remain active, be paused, or be closed. If you choose to close the case, you can do so directly when submitting the survey.
Submit the survey. Review your entries and submit. The system creates a record of your update and notifies the creditor.
Result
After you submit the survey:
An update record is created for the case
The creditor receives a notification in their portal
A summary message appears in the case chat
Any reported activities (such as calls) are logged individually on the case timeline
Your task is marked as complete
📋 Non-Exclusive Partners
The monthly update process works the same way for Legal Network partners. Once you have an active case assigned to you (after winning a quote), you will receive monthly survey requests just like exclusive partners.
Tips
Update frequency: Surveys are generated monthly while the case remains active. You can also update the case at any time outside the survey by using the case detail page to log notes and calls.
Meet your deadline: Each survey task has a deadline. Complete it on time to maintain good standing. See Tasks for more on managing deadlines.
Alternative entry point: You can also access the case survey from the case detail page. Go to Cases Received, open the relevant case, and look for the survey prompt or pending task.