If you require any assistance using PEACH or would like to report any PEACH technical difficulties please contact the HMI on 0345 607 3224 the hours of operation for the PEACH helpdesk are, 07.00 to 22.00 Monday to Friday, 08.00 to 18.00 Saturday and 09.00 to 14.00 Sunday.
email the Peach mailbox
If you have any questions or problems with the import of Plant Health goods or Invoicing for PHSI charging, please call 0300 100 0313 this is a dedicated imports helpdesk and will be available between 07.00 until 23.59, or you can email the PHSI Importers helpdesk mailbox.
Please note If either helpdesk is temporarily unavailable due to matters beyond our control then please leave a message and your enquiry will be dealt with as soon as possible. Occasionally, enquiries may not be dealt with until office hours on the next working day.
Our staff are here to help, and are committed to providing good customer service. We will treat you with respect, and expect you to do the same.
We will not tolerate threatening or abusive behaviour towards our staff, either verbally, physically or in writing, and will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour.
Our staff carry devices that can monitor and record abusive behaviour. They can summon support services and the recordings may be used in court proceedings.
The Defra customer service record explains what we do, the standards of service you can expect, and further contact details are available by clicking here.
A contingency plan has been drawn up to explain our policy on the service provision you can expect from the PEACH system in the event of an IT malfunction and can be found by following this link
Messages updated 10 December 2018
PEACH Helpdesk - 1030hrs-1500hrs on Wednesday 12 December
Please be aware that due to our annual training event, callers to the PEACH Helpdesk may have to leave voicemail messages between about 1030hrs-1500hrs on Wednesday 12 December.
Staff will be covering any answerphone and email messages, responding to them as soon as we can.
Please remember that enquiries and issues for APHA (Plant Health) consignments should be sent directly to them.
Importing and Exporting plants and plant products if there is no Brexit deal
there is an information notice available by following this link
We have been advised that CHIEF will be unavailable -
12/12/2018 CHIEF Service downtime (13:00 - 14:00).
These outages are necessary to implement a series of CHIEF performance changes.
Due to the timing and length of these maintenance windows, manual fall back procedures will not be invoked for APHA (Plant Health) and HMI regulated imports.
We advise that applications are made either side of these downtimes.
Advice to help avoid application delays
Import documentation for capsicum (sweet and chili peppers)
Where the exporting Plant Health Service opts to declare that the capsicum originates in a place of production free from Thaumatotibia leucotreta (false codling moth) then the Phytosanitary Certificate must include information by way of a code or other wording that permits traceability back to the place of production.
We have recently received a number of certificates which have not included such details, this has resulted in delays to the clearance of these consignments.
For more information follow this link
Revised Plant Health Fees
New fees for APHA - Plant Health controls are to be introduced from the 6th April 2018. Further details can be found : here.
For April 2018 invoicing (starting from the 24th April onwards), we will combine multiple invoices into a single invoice which will be issued on a weekly basis.
ALVS Commodity matching
We have been advised by our I.T. supplier that the mapping for table grapes has been successfully updated in ALVS, so CHIEF entries should now match correctly with PEACH applications and when assessed as low risk, they will automatically clear.
If there are issues with individual entries/PEACH applications not clearing as they should, please contact the PEACH Helpdesk for assistance.
Payment of Plant Health invoices
Importers are reminded that where they require a purchase order number to be included on their invoice, then they should enter this as part of the PEACH entry in the field Customer Invoice Reference. Whatever is entered in this field will appear on the clients invoice.
Correct use of commodity/variety names on PEACH applications
All users are reminded that applications should contain the correct commodity and variety/type names to match the contents of the consignment, otherwise there may be delays to the clearance of consignments.
In particular the use of a trade mark such as 'Early Sweet' on grapes, where the actual variety is 'Grapaes' is not allowed and such applications may be rejected or the consignment actioned on inspection.
Updated: 10 December 2018