Durham Passport Office phone number

[Ju2020]

Hi, does anyone have the phone number for Durham Passport Office? I urgently need to get in touch, we're waiting for my daughter's renewal. Can't get anywhere with the 0300 number. They say they can't contact the processing team directly, is that correct? I've heard some people say they've been put through. Any advice is greatly appreciated, a direct working phone number would be even better, thanks v much.

Don't have the number unfortunately but I have spoken to the processing team several times. They aren't particularly helpful in that they can't tell you anything beyond the 'we have informed people applying it may take up to 10 weeks. We applied in early July for DC's renewal and have only just got a text to say it has been approved. You could try sending them a DM on Twitter.

Meant to say, I have had 3 call backs from someone from the processing team after speaking to the original call handler and saying that I wanted to check on the process of my application and check that they weren't waiting on anything from me. Good luck!

They say they can't contact the processing team directly, is that correct?

Yes, this is correct. All the processing team do is process, they don't take phone calls and you can't be put through to them. If the processing office took phone calls from the public then the waiting time for passports would be even longer because they'd constantly have people ringing to chase up the progress, that's why the calls are handled by the call centre and no one gets put through to the processing office.

There are a lot of covid related issues at the moment which are contributing to delays unfortunately.

I can say with a fair degree of certainty that the "processing team" who called you back will have been someone from the call centre. Back when I worked in the public sector I did a stint on secondment as a team leader in the various call centres and many times I would have to call someone back and say "good morning, this is Clocktopus from processing/the complaints team/the post room/whichever department it is that doesn't take calls but you were insisting on speaking to anyway". I'd give them a re-hash of what the original advisor had said, the advisor in question usually sat only a few feet away from me the entire time.

@Clocktopus, it's as if they read your message. I just got a call from them saying they couldn't guarantee the passport will be processed in time for the weekend. I asked to be put through to the processing team and she said she was the 'processing team', lol, yeah right. More or less said it wouldn't arrive on time even though she had very little information beyond what she was seeing on the screen, so just another call centre gatekeeper. I'm kicking myself for not applying sooner but had no idea they were overwhelmed with applications. I feel terrible!

Is the direct number on Say No To 0870?

Try 0191 370 8106

Sorry OP but how could you not think they'd be overwhelmed with applications

I hope you can get something sorted soon.

@MoonahStone my mum brain I'm afraid, too much to do, not enough time :-(

@Goofers, thanks will try that number