Who to ask depends on whether you work at a pub that uses Hendra One or run the company that does. Staff should go to their manager first. Operators can email us.
Ask your manager first. Nearly everything people get in touch with us about is something only your own management can change: your shifts, your holiday, what the app lets you see, or an account that has not been set up yet. Your employer sets your permissions, and we are not permitted to change them on your behalf.
Your employer created your account for you. There is no way to sign up yourself, and if you cannot sign in, your manager can reset your password from the web app.
If the app itself seems broken, and it is not a question of what you have access to, tell your manager and ask them to report it to us. That way we can see which site and which company it concerns, which is usually the first thing we need.
We answer during UK working hours, Monday to Friday.
Email hello@hendraone.com. If something is stopping a site trading, say so in the subject line and we will treat it that way.
It saves a round of emails if you tell us the site name, who is affected, what you expected to happen and what happened instead. A screenshot of the screen with the problem on it tells us more than any description of it.
The Hendra One app is a companion to the web app, for staff on the floor. It covers:
It needs an account from your employer, and it needs iOS 17 or later. Compliance records you enter are saved on the phone first and sent when there is signal, so a walk-in fridge with no bars does not cost you a temperature check. If a record is still waiting to send, the app tells you, so nothing goes missing without you knowing.
What you can see in the app depends on the permissions your manager has given you, so two people at the same site will not always see the same tabs. That is deliberate.
Our privacy policy covers what we hold and why. If you want your personal details removed, ask your employer. The records are theirs, and some of them, such as accident book entries and right-to-work checks, they are required by law to keep for years after you leave. Those are anonymised and kept, so the statutory record survives without your details in it.
A 30-minute walkthrough with someone who has run a service. Email us and we will arrange a time that suits you.