Email security controls have been strengthened to protect against cyber threats. As a result, some email domains may treat messages sent from the hosted environment as untrusted, even though the system confirms they were sent successfully.
This can cause:
Rotas or reports do not arrive in the inbox or spam folders.
Only some recipients received the email, but it was sent to multiple people.
Gmail users are affected more frequently.
What to check first
Confirm the email shows as sent successfully in the system.
Ask recipients to check:
Inbox.
Junk/spam folder.
Any quarantine or filtered mail folders.
If the email still doesn’t appear, update your email domain settings.
Update your Sender Policy Framework (SPF)
To allow emails sent from the hosted environment to be trusted by your email domain, add the following IP address to your SPF record:
ip4:212.54.130.143
What this does
Authorises the hosted email server to send emails on behalf of your domain.
Reduces the chance of messages being blocked or silently dropped.
Improves email delivery for rotas and reports.
Who should make this change?
The change must be applied to your email domain settings.
This is usually managed by either:
Your internal IT team.
Your external email or mail‑hosting provider.
Once the SPF record is updated, allow time for the change to propagate across mail servers.
After updating SPF
Send a new rota or report.
Confirm the recipient receives the email successfully.
Check both inbox and spam folders during testing.
Updating the SPF record is the most effective way to ensure emails sent from the hosted environment reach carers and clients reliably.