The RPA Podcast
Informative podcasts to help farmers, land managers and rural communities keep informed on developments at the Rural Payments Agency. Subject experts offer insights, support and guidance on new developments, schemes, grants and the agricultural transition.
The RPA Podcast
The RPA Podcast - Episode 14
Welcome to the fourteenth episode of The RPA Podcast. In this episode we take a look at the benefits of moving over to CTS Online. We look at the new RPA email notification and how to avoid being the target of fraud, we look at the controlled roll-out of Countryside Stewardship Highter Tier and in a new section at the end of the podcast, we do a round-up of shorter items of news from RPA over the past few months.
The RPA Podcast is an opportunity to engage with farmers and land managers in a new way, and we encourage you to reach out to us with suggestions of particular topics that you’d like us to cover with our subject experts. You can email us at External.Affairs@rpa.gov.uk.
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Intro
Caroline Ling: Hello and welcome to the fourteenth episode of The RPA Podcast. I’m Caroline Ling and in today’s episode we take a look at the benefits of moving over to CTS Online. We look at the new RPA email notification and how to avoid being the target of fraud, we look at the controlled roll-out of Countryside Stewardship Highter Tier and in a new section at the end of the podcast, we do a round-up of shorter items of news from RPA over the past few months.
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Item 1: CTS Online
Caroline: Over the past few months, RPA has been encouraging cattle keepers to use the online Cattle Tracing System ‘CTS Online’, to update their livestock information. Although most cattle keepers – around 9 in 10 – are now using the system, there’s still a small number who aren’t. On this episode of the podcast, we talk to Rhys Cavanagh from RPA’s Customer Service Centre, about the benefits of moving to the new system, how you can move to it and what kind of support and guidance is available. Welcome to the RPA Podcast Rhys.
Rhys: Thanks Caroline, it’s good to be here.
Caroline: So, before we get started on CTS Online and all the benefits it brings, can you tell us firstly a bit more about the British Cattle Movement Service or (BCMS) as it’s known, what you do and why the service is so beneficial?
Rhys: Yes of course. BCMS is part of RPA and our main responsibilities are to maintain the Cattle Tracing System (CTS), issue cattle passports and process the information about cattle births, movements and deaths received from keepers.
At BCMS we maintain an online database of all bovine animals in Great Britain. Animal keepers use it to report the births, deaths and movements of their bovine animals. And the reason for the online database is that tracing animals helps to control and eradicate bovine diseases such as Tuberculosis, Bovine Viral Diarrhoea or foot and mouth disease, and it also protects consumers by making sure the products in the human food chain are safe.
Caroline: Thanks Rhys, so can you tell us about the move to CTS Online and why you want cattle keepers to use it and what the benefits are?
Rhys: Well, because it’s the simplest and most efficient way to update your livestock information, saving you time and paperwork. You can register cattle births and report cattle deaths and movements. You can see details of your herd and individual animals and because it’s online you can be confident that all records are accurate, and your passport applications will be processed without delay.
Caroline: Thanks Rhys. So the stats show that around 9 in 10 cattle keepers already use CTS Online to update their livestock information, and you’re trying to encourage those remaining cattle keepers who CAN use it, to move over to the online system. Can you tell us more about that and why?
Rhys: Yes of course. This is part of the preparation for the move to the new Livestock Identification System in 2026, which will replace the existing databases with one multi-species platform. From February 2026 we’ll no longer be able to accept notifications of cattle births, movements or deaths through the RPA helpline, so our aim is to move all those who CAN use it over to CTS Online in preparation for this move to the new system. So, basically targeting that customer base who aren’t currently using the online service. And just to reiterate, the reasons why they should use it are that it's simple to use, it’s efficient and it’s free. It saves you time, it saves you paperwork and it’s available 24/7. And just to make clear, if you cannot use online systems, we’ll continue to support you.
Caroline: Ok, that’s very useful. And very persuasive! So I believe there is a lot of guidance available from RPA to help those who if they aren’t currently using CTS Online, to move to the new system?
Rhys: Oh yes, definitely. There is plenty of information available. There are how to videos and when needed, one-to-one sessions are also available. RPA has a big playlist of videos which can answer common queries such as how to register, how to use CTS Online to register births, and report movements and deaths, as well as setting out the benefits of using the system.
We also have many people who work at RPA who can help, for example our Customer Contact Centre call handlers, our field officers who go to farms, and our shows and events staff who man stands at shows and events. We’ve put information out to animal keepers through our newsletter, RPA News, which goes to thousands of farmers, and on GOV.Uk, as well as there being lots of information on social media, signposting to the help available.
We’ve also had help from our stakeholders and Industry partners to promote the benefits of CTS Online.
Caroline: Tell me more about the one-to-one service?
Rhys: So if anyone needs support with getting started on CTS Online, RPA offers a one-to-one support service. All you need to do is call the BCMS helpline on 0345 050 1234 to book a session. This will show you how to create a government gateway ID, access CTS online, guide you through the screens and show you how to update your cattle information.
Caroline: Thanks Rhys. So you mentioned earlier about those who CAN use the service and encouraging them to use CTS online, but what about those cattle keepers who really CAN’T use the service either because of broadband or other access limitations?
Rhys: That’s a good question. We also want to reassure those who really CAN’T use the online service that we will continue to support them in recording their actions and updating their livestock records.
Caroline: That’s really useful Rhys. Thanks for that. I should also mention that listeners can find a link to all the guidance and videos on how to use CTS online on the transcript for this podcast. And it’s worth saying that there are 18 of them, really useful and engaging videos, covering everything you need to know, so do check out the RPA YouTube channel, or search for the CTS Online playlist on YouTube, or go to the transcript and use the links. Rhys, thanks once again, it’s been a pleasure to have you on the podcast.
Rhys: Thanks very much Caroline, I hope people find it useful.
CTS Online Playlist
How to register for Government Gateway and enrol on CTS Online.
Registering for the Government Gateway and Enrolling CTS Online as a service
Enrolling for CTS Online when you already have a Government Gateway account
How to register cattle births on the CTS Online
How to download a list of animals on your holding on the CTS Online
How to move animals between two of your holdings on CTS Online
How to register cattle births on CTS Online
How to report the death of a registered animal on CTS Online
How to view animal details and movement history on CTS Online
How to report movements ON and movements OFF on CTS Online
Introducing the CTS Online one-to-one support service
CTS Online – supporting you to get online
Understanding the benefits of using CTS Online
Recovering a forgotten password
Changing your Government Gateway personal information
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Item 2 – RPA email notifications
Caroline: RPA has changed the email notification customers receive when they email RPA.
Previously you’ll have received a long acknowledgement email – but now the size of this notification has been shortened and it contains a reference number that’s specific to the email you sent to us. Joining us today to talk about this, and also how to avoid being the target of fraudulent emails is Dave Curran, a Business Analyst from RPA’s Improving Customer Experience team. Welcome Dave. Can you tell us more about the new email notification?
Dave:Thanks Caroline. Yes, as you mentioned, the new email notification is much shorter and contains a unique reference number. If you need to contact RPA, just quote the unique reference number. You’ll also notice that the address the notification comes from is different – it’s rural.payments.service@notifications.service.gov.uk. We want customers to be aware that it is a genuine email notification from RPA and we will only ever email you from the addresses listed on the GOV.UK page – if you search for ‘RPA Fraud Information’:
https://www.gov.uk/guidance/rpa-fraud-information
Caroline: That’s great Dave. I’ll ensure there’s a link to that page in the transcript for this podcast. So can you tell us why it’s important that people are aware?
Dave: Well, we’re always conscious that fraudsters may target farmers and landowners with fake emails and text messages. The messages can include links to fake websites designed to look like an authentic RPA or Defra online service. RPA, Defra, Natural England and the Forestry Commission will never send text messages with links to websites asking you to confirm your personal details or payment information. We would never ask you to make a payment over the telephone, though it’s worth mentioning that genuine emails from RPA may include a link to the Rural Payments service to allow you to check your personal and business details are up to date.
We may also occasionally invite you to complete surveys via text message. These will include a link, but they will never ask for personal data or bank information.
| Caroline: Thanks Dave. I know you also wanted to let people know how to avoid RPA emails going into their junk folder? Dave: Yes, emails can sometimes go into your junk folder. To ensure you get all the emails we send to you, you can add our email addresses to your trusted senders in your mailbox settings. We do have a
| video which explains how to do this in Outlook. If you don’t use Outlook, your email provider will offer a similar option. How to add Rural Payments Agency as a safe sender in your email settings. - YouTube
Caroline: Ah, that’s useful, and again, I will ensure a link to that video is in the transcript. So what should someone do if they’re in any doubt that what they receive is a genuine email from RPA?
Dave: If in any doubt at all, call the Rural Payments helpline on 03000 200 301 Monday to Friday 8:30am to 5pm. But it’s worth saying that in general, If you receive a suspicious email or text, don’t open any links – just delete the item. If you get a suspicious telephone call, don’t discuss your bank account details or make a payment over the telephone with someone you don’t know.
And in general, to protect yourself from fraud be cautious about what information you share externally, particularly on social media, and never share your passwords with anyone.
Caroline: So how can people report an attempted or suspected fraud?
Dave: You can contact RPA’s Fraud Line on 0800 347 347 Monday to Friday 8:30am to 5pm or RPA’s Fraud Referral Team.
Caroline: Thanks Dave. I’ll put those addresses, both email, and postal in the transcript, along with the number for Action Fraud, the UK’s national reporting centre for fraud and cyber-crime. And that was very useful advice. Thanks very much for joining us on the RPA Podcast to talk about this.
Dave: Thanks Caroline, it was a pleasure.
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The contacts
Email: FraudInConfidence@rpa.gov.uk
Post: Fraud Referral Team, PO Box 69, Reading, RG1 3YD
If you think you have been the subject of fraud, you can forward suspicious text messages to 7726 as reports to mobile providers.
Action Fraud (the UK’s national reporting centre for fraud and cyber-crime): Telephone: 0300 123 2040
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Item 3: Countryside Stewardship Higher Tier (CSHT) - check your details are up to date
Caroline: So moving on to our next item. RPA has begun sending out agreement offers for Countryside Stewardship Highter Tier and is continuing with a controlled rollout of the scheme by invite only to make sure you receive the necessary support with your application. To talk more about this, we’re joined today by Gail Deeming from RPA’s Land Service team, Gail welcome to the RPA Podcast.
Gail: Thanks Caroline, it’s a pleasure to be here.
Caroline: So, can you tell us more about this and what you want people to do and why?
Gail: Yes of course. So firstly, If you’ve been invited to receive pre-application advice or to apply for Countryside Stewardship Higher Tier, then please check that your details on the Rural Payments Service are up to date, so they show the correct land covers for each parcel on your digital mapsand the correct land use for each parcel on the business overview page. You need to make sure these details are correct, as they directly affect the eligibility of land management actions and capital items. If the area of land cover in a parcel doesn’t align with the land use or specific area of that land use, the action you want to apply for may not be available.
Caroline: Ok, that’s really useful advice for those who have been invited to receive pre-application advice or to apply. So, any other advice Gail?
Gail: Yes, it’s important to mention that Land cover and land use must accurately reflect what’s on the ground and shouldn’t be altered to meet scheme requirements.
If you’re preparing to apply for a parcel that’s already in another scheme, note that changes could affect the existing agreement. Wait until your existing agreement is complete before making any changes. If changes have already occurred on the ground, you should submit them through a Rural Land Change Request (RLCR) form as soon as possible.
Caroline: Thanks Gail. And where can people get more information?
Gail: The best place to get more information is to Read Section 11 of the CSHT applicant’s guide on GOV.UK and that will give you more information on what to do before you apply for a Countryside Stewardship Higher Tier CSHT agreement.
Caroline: Thanks very much Gail for your time today. I will make sure there is a link to that guide on the transcript for this podcast.
Gail: Thanks very much for having me.
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Item 3 - General admin updates
Caroline: So I have one more item for you on this episode of the podcast. I’m planning that this will be a new section at the end of each RPA Podcast – a round-up of smaller updates, which you may have already seen either in RPA News, on the RPA blog, or reminders on RPA’s social media channels, but if you’ve missed them, then I’m going to cover them here. And so that you don’t have to put up with just me doing it, I’m being Joined by Raidel Chao-Batlle, who you may remember from the last episode of the podcast who has produced the ‘What to expect from a RPA visit’ video guidance series. Luckily I work with Raidel, so he had no choice but to do this section with me. Welcome Raidel.
Raidel: Thanks Caroline. It’s good to be back and I am here willingly!
Caroline: We believe you! So, in this section Raidel, we’ll cover the new self-service feature RPA will be introducing for anyone who has forgotten their Customer Reference Number and then a final bit on banking online. So Raidel, do you want to tell us about the new self-service function that is planned for Customer Reference Numbers?
Raidel: Yes, after listening to feedback RPA is introducing a new self-service feature - the ‘Forgotten CRN’ function which will be available on the Rural Payments Service and will allow you to retrieve your CRN without needing to contact the Customer Service Centre. This improvement will simplify the process, offering a faster service that will be available 24 /7.
Caroline: That sounds much easier! Raidel, do you ever forget any pin numbers or passwords?
Raidel: Never.
Caroline: I don’t believe you. Anyway, just a quick reminder that it's important at any time to make sure your details are up to date in the Rural Payments service, whether you need to retrieve your customer reference number or not. It’s worth doing a check that we hold the right information, so we can contact you about your applications, claims and payments. So, check your email address is correct and make sure you’ve validated it, and also check you know your Customer Reference Number and make a note of it. And it’s worth noting that RPA also made improvements in the way you can view and update your bank details online. Once you’ve logged into to the Rural Payments service, simply select 'view and amend bank details' on the business overview page and update your business bank details securely at a time convenient to you.
Raidel: Yes, with the improvements to updating your bank details online, it’s worth mentioning that the service is available 24 hours a day, 7 days a week, meaning you’re no longer tied to calling the helpline in office hours to do this, which previously you had to do.
Caroline: thanks Raidel. So what else do we need to cover? I believe we also want to mention that for customers who made a claim on their Countryside Stewardship or Environmental Stewardship agreement, RPA began making payments from the 1st December 2025.
Raidel: Yes, that’s right, and don’t worry if you don’t receive your payment straight away, we’re still carrying out checks on some claims. We’ll continue to make payments throughout December and into the new year.
Caroline: Ok, great, thanks Raidel. And you also want to mention about Countryside Stewardship capital claims and ensuring you submit your photographic evidence correctly
Raidel: That’s right. We want to mention to people that to help RPA process your Countryside Stewardship capital claim quickly and avoid unnecessary follow ups, make sure to submit all required photographic evidence correctly and in full. And here’s a statistic for you and all our listeners Caroline, in the week beginning 20 October, 40% of all capital claims received by RPA required a follow-up contact to request additional photographic evidence. And this not only delays the processing of claims, but also impacts the speed at which payments can be made.
Caroline: Thanks Raidel. 40% is quite high, so hopefully this reminder will be useful, and can we point listeners to where they can find more information.
Raidel: Yes, the best thing to do is visit GOV.UK for guidance on submitting evidence: Search for How to complete a Countryside Stewardship capital claim by email or post - GOV.UK.
Caroline: Thanks very much Raidel – I will ensure a link is in the transcript of this podcast for that page. That was, I think, a really useful section just to give general updates – and thanks to our listeners too, I hope you found the podcast useful. Raidel, are you going to come back to help me do the general updates in the next episode of the podcast?
Raidel: Do I have a choice?
Caroline: No.
Raidel: I’ll see you next time then.
Caroline: So, that’s all we’ve got time for today. Thank you to Rhys, Dave, Gail and Raidel, and thank you once again for listening. We’ll be back very soon with the next episode of the podcast to keep you updated on developments at the RPA. And don’t forget, you can follow us on X - @Ruralpay - or follow the Rural Payments Agency on Facebook and on Instagram. Goodbye.