Proof of Address - What documents should I submit?

To access our service, you will need to provide us with proof of your identity and address as part of our legal and clinical requirements. In this article, we will cover everything you need to know about the types of proof of address that we accept at ProblemShared. 

If you already know which documents you need to send, but just need to know how to send your document to us, please click to visit this section Sending your proof of address.

Proof of address – what you can use 

Your proof of address must be an official document from the list below. We only need to see your name, address, and confirmation that the document is official. If it includes sensitive information (like bank details or account numbers), please cross those out before submitting.

You can provide one of the following:

Documents which must be less than three months old:

• Mortgage statement
• Bank or building society statement
• Bank or building society account opening confirmation letter
• Credit card statement
• Utility bill
• Financial statement, for example a pension or endowment
• Letter from current employer (including sponsorship or offer letters)
• Current health insurer policy documentation 
• Payslip showing address
• Current tenancy agreement from letting agent or landlord (for student accommodation it must be valid for the current academic year)
• UCAS confirmation or Student Loan company letter 
• Letter from current college or university 
• NHS Letter showing full name, date of birth and NHS Number

Documents which must be valid for the current year: 

• P45 or P60 statement
• Council Tax statement
• Benefit statement, for example Child Benefit or pension
• UK Driving licence – We can accept a UK driving licence, which must not have expired. However, please note this cannot be used as both your proof of address and proof of identity.

For children and young people without official documents:

In cases where a child or client under 18 years of age does not have their own proof of address, we can accept Photo ID from a parent or guardian instead

What if you don’t have any of the above?

If you’re unable to provide any of the documents listed above, please contact our client support team:

• Email: help@problemshared.net
• Phone: 020 3835 2900
• Opening hours 09:00 – 17:30 Monday - Friday

Sending your proof of address

Via your ProblemShared Dashboard: You can log in and upload your proof of address to your dashboard. PDF, JPEG and PNG files are accepted.

Please note - If you have submitted a NEW Photo ID or Proof of Address document to your Dashboard following a request from our team, please let us know via email, phone call or chat. We'll notify the team so they can review it for you. 

Via email: If you are having trouble uploading any of your documents, you can send it via email to:help@problemshared.net

Via online Chat Agent You can also start a conversation with our online chat agent on the ProblemShared website and send your proof to us in the chat. 

Screenshots and photographs

We can accept a screenshot or photograph of your proof. Please ensure the image is clear, in focus, and all text is fully legible.

When attaching the photos to your email, select ‘Medium’ size. This helps keep the image clear when we convert it into a document.

The image of the document must show your:

• Name
• Address
• Document date
• Proof that the document is an official document ( e.g the logo of the company who issued the bill).
• Please redact any other personal information such as sort codes, account numbers and transactional data before submitting the document.