Recommendation 20

Edenred told us that it discovered, after implementing an improvement to its platform at the beginning of May 2020, that 40,000 eCodes it had emailed to parents had not been delivered because of incorrect email addresses. It said that it had built a new process to alert schools to the problem and help them identify incorrect email addresses.36 In written evidence, the Department told us that Edenred issued weekly communications to school administrators who had attempted to send an eCode to an incorrect parent address resulting in a ‘bounced’ email. This communication contained details of how the schools should resolve the issue to ensure that families received their vouchers.37