Using our secure email service

We use an email encryption tool called Egress Switch to send and receive sensitive information. It’s not difficult to use and this page describes how it works.

We want to make sure that we take good care of your personal and confidential information. If you deal with us by email, you need to know about the email platform we use to keep sensitive information about your complaint secure.

Using Egress Switch

The first time we send you a sensitive email using Egress Switch, you will receive it in your normal email account. It will look like this:



To open a secure email like this, you must be a registered user of Egress Switch. You will need to click on the link in the email that lets you set up your account. To do this, you just need to give your email address and create a password.

For each sensitive email you receive from us after that, you will need to sign into Egress with your email address and password to see it. If you want to avoid signing in each time, you can download an Egress 'add-in' which works with most email software.

There is more information about using Egress on our website here, or you can download the user's guide from Egress' website.

You will not be able to use Egress Switch to send or forward secure emails to someone else unless they are a licensed Egress user.

More information

Find our more about our new secure email service.

If you have any questions, please contact:

  • Egress for technical help They have online chat and a helpline.
  • Your caseworker. You will see their email address in the secure email or ask our customer helpline (0345 015 4033) to put you through to them.
  • Our email if you have questions or concerns about our information security policy.