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Original poster

Help - Does anyone work at the Passport Office at Durham

896 replies

janeb204 · 23/07/2012 22:30

Im at my wits end...I need to speak to Durham Passport office, I am going on holiday Saturday and my daughters passport renewal is stuck in a backlog at Durham. I will pay for accelerated service but can't get through to ask for it. The general phone number takes hours to be answered, the call back service doesn't work, the 48hr email reply service doesn't reply. Can I drive to Durham and sit and wait. I'm frantic to resolve this...but what can I do? Has anyone got any suggestions of what I can do....apart from cry? Does anyone work there and can tell me something I can DO

OP posts:
ineedaholidaymummy · 25/05/2014 07:12

No, my husband isn't a fan of queuing, not sure what that's got to do with whether they're letting people into Durham or not. He waited outside with the kids and saw people being turned away, I was inside maybe 15-20 minutes (it was a straightforward pickup) and can tell you the office was manic, the staff were rushed off their feet and people were getting told no if they didn't have an appointment. And when they didn't like it, they were escorted out.

Whether your friend managed to get one or not, many/most wouldn't be as lucky just turning up. On the other hand, nearly everyone has eventually had their passports by persistantly calling 0845 and contacting their MP

RetroPear, I feel your pain. I had three passports lost in Durham so it was £161.50 to get them done in time. Its gonna be a very frugal holiday now

Tiredemma · 25/05/2014 07:35

Another sleepless night here. I seriously cannot cope with this.

Tiredemma · 25/05/2014 07:37

And the kids yesterday saying 'this time next week we will be on the plane, this time next week we will be in the pool.....'

I work in the NHS- if we have anything promoted/displayed anywhere with a time frame (ie 3 weeks) then you can be sure that people expect us to meet this deadline.

AnneEyhtMeyer · 25/05/2014 07:46

Retro - you can renew up to 9 months in advance and have the extra time added to the new passport so you don't lose money that way.

It is like this every year at this time, I think blaming the current government is a bit naive.

Retropear · 25/05/2014 08:04

They've closed 2 offices and services in embassies with the cuts,there is a worker saying they can't cope and aren't being allowed to change the turn around time on the gov website which is still 3 weeks.

If not the gov who exactly is to blame?[ hmm]

And re the 9 months,say you needed to use your passport in that time for business or otherwise or didn't think you'd have the money for a holiday but then did?Most people would use their passport in Aug and to get cheap deals for the following year need to book by Feb/March .Most people want every month they can get out of a passport as they're so expensive.

We're paying for these offices in our taxes before we even pay the ludicrous renewal prices or even the fast track on top(which only the well off can afford)- for a basic right!

Retropear · 25/05/2014 08:05

And I'm guessing the fast trackers push the waiting time up for those that can't afford it.

It's appalling.

Retropear · 25/05/2014 08:10

And if it's like this every year why on earth aren't they doing something about it?My dp would lose his job if he did this to customers once let alone continuously.

jamtoast12 · 25/05/2014 08:42

But you would get every month? If you renew 9 months early then your new passport will have 10 years 9 months on it so you don't loves at all in terms of time.

wundawoman · 25/05/2014 08:46

My story: sent dd's UK passport renewal over 4 weeks ago (expected it would take 3 weeks). My dd has dual nationality and I had to send her other (Oz) passport as supporting document. She now needs to book unexpected trip to Oz and needs her Oz passport urgently....

Last week I called 0300 number. Firstly they had to speak with dd as she is now over 18. That's ok. I ask them about passport application; it's in Liverpool. I tell them we need her Oz passport back ASAP to book travel; they have to get someone to call me back in 48 hours. They call back 2 days later; I miss the call. Hmm
They don't leave direct number so I have to call 0300 number and go through whole waiting and discussion again!!!!! I check on the online system for status and it says 'still processing'. Next day, new uk passport arrived in the post (yay!) but no sign of Oz passport! Phone call from passport office 2 hours later (on Saturday!); they did not even know that her uk passport had been sent!! Ask about Oz passport; it could take 2 weeks to be returned!!! Wtf???

So stressful.....Confused

The passport office is aggravating the problem by stating 3 week turnaround when it is simply not true...

And the 0300 number is just causing more angst as they have no information on the progress of applications....I think it's a way of delaying complaints and forcing people to just suck it up and wait....regardless of any travel plans.

AnneEyhtMeyer · 25/05/2014 08:46

You keep the 9 months on your new passport. So you get the full amount of time, you don't lose anything.

So you say you go on holiday in August - when you get back you renew, ready for the next time. I always renew our passports at the 9 month before expiry point, so we always have a valid passport. I renewed DD's in March and it took 2 weeks. Every year at this time the wait-time goes up, so it is much easier and less stressful to renew out of season.

Retropear · 25/05/2014 09:13

We didn't know we could afford to go the following year after just getting back so didn't renew x4.

Not everybody can plan months in advance.

rgardner1985 · 25/05/2014 09:15

I made an appointment at Durham on the 20th may as there was no appointments at London. I did the fast track guaranteed 7 days delivery. Been told yesterday I will not receive passport till Wednesday!!!! Never told me that on the phone when booking appointment. I travel Tuesday (2 days time)!!!!! Helpline not helping me at all. Any ideas????

rgardner1985 · 25/05/2014 09:40

Does anybody know if I go durham passport office first thing tuesday morning will I be able to pick my passport up

jamtoast12 · 25/05/2014 09:45

So it's a day late as tuesday is 27th but they don't inc the bank holiday? Think they have covered themselves as it says that on website.

www.gov.uk/get-a-passport-urgently

I would expect you to be able to collect but I'd ring first

Alliex665 · 25/05/2014 12:21

I kept calling And calling 0300 today despite leaving 2 numbers for callbacks (which still have not came) also requested call backs fr Durham twice which again no sign of them and finally got answered on 0300 and they even connected me to Durham ! Finally they have told me my passport is there but is awaiting examination . They've had it 4 weeks and I posted 5 weeks ago. They have no idea how long this stage takes so said to call back in a few days. I explained I can't due to work I don't get breaks so can't stop to call so she eventually agreed to email the upgrade team but stressed there is no guarantee they will agree as they don't often do this. They won't receive the email till tues and then I have to wait another 48 hours for call back which I'm not hopeful for :( I fly next Saturday and if they wait till thurs or fri and say no upgrade I'm screwed.

Can anyone advise on how they decide your eligible for upgrade or not?

Tiredemma · 25/05/2014 17:11

Allie I phoned Durham myself and requested an upgrade. Im still waiting to see if it will happen- the man I spoke to (who was lovely) said I probably wouldnt get a call until Tues/weds

Tiredemma · 26/05/2014 08:54

If anyone gets a call re upgrade today would you mind posting on here? I need DP's and DD's passports for Friday and when requesting an upgrade was advised I would get a call 'probably monday or tuesday'.

carloverswife · 26/05/2014 09:36

I have had a phone call at 8.35 this morning. My sons passport is being printed at Durham today. We travel on Wednesday morning. My husband has just left to drive the 7 hour round trip to collect it.

So relieved!! The stress of waiting was awful!! Can get excited about our holiday again now!!

If you're travelling soon and have called Durham for an upgrade, then you just have to wait, (which is very hard I know!!) as they are working in order of departure date, I'm sure you'll get a call. They are obviously doing their best and working all weekend and bank holiday to get the passports made up in time.
Also I missed the call and she did leave a message with a call back number.

Tiredemma · 26/05/2014 10:04

Hi carloverswife massively relieved for you. This gives me some hope as I thought we had been forgotten about! I will just have to sit it out over the next couple of days. Relieved for you. Enjoy your holiday.

hayleyg8216 · 26/05/2014 10:27

Hi. I am also waiting on a call back. Missed a call on Saturday and was asked to call the 0845 number. However this number keeps telling me the office is closed. Called the 0300 this morning and they called through to the Durham office however they wouldn't speak to me because silly me forgot to write down the barcode number. Trip away is booked for Thursday and really wish they would call me back. Good to hear that some of you have had calls this morning.
Very frustrating. Has anyone got any other numbers they may be using to get through?

SimonBalaam · 26/05/2014 10:28

Hello all. I have been watching this thread closely and after calling the Durham 0845 6015175 number on 2 occasions (waiting for an hour before an answer) we have been told you can only upgrade no earlier then 1 week before then the travel date.
Is this what everyone else is being told. We travel on the 7th July and want to upgrade asap as I don't want all this extra stress!
Our daughters renewal passport has been with them since the 9th May and still to be examined!
I just don't really know what else to do as if anything is wrong with the application what happens as we are basically 300 miles away from Durham and surely need to get anything sorted quickly!

livi2014 · 26/05/2014 11:37

i also travel on the 7th (early hours of the morning though) I was told by the lady at Durham they may not call me for any payment for an upgrade until the week we leave meaning iv got to stress about it until then :(. The passport hasnt been examined yet so could even have problems with it. Im calling Durham tomorrow to make sure they are still upgrading me

dazcheff · 26/05/2014 12:02

Got the call from Durham just now Passport in for print!. Travel early Wednesday so have to drive 6hrs each way to collect tomorrow. But just relieved to be getting it and able to go on holiday.

SimonBalaam · 26/05/2014 12:06

Glad you got a call. I thought id try the 0845 number as people are saying they are getting call today but I'm just getting the office is closed message!
Best I call tomorrow then!

keltice · 26/05/2014 13:06

Went to Durham on Saturday and paid for fast track for my daughters passport which had expired. Travelling tomorrow morning so know I wont get it in time for that, but hoping to get it before end of week. Does anyone know how likely that will be? I asked while I was there if i could come back and collect Tuesday but was told no as childrens passports need to be posted. Have read some threads above and it would seem some people have collected a childs passport??? We live in Portsmouth so am worried that the courier will take longer to deliver down here. How long is a fast track service taking at the moment?? My poor daughter and husband are desperate to join me and the other ASAP. Any help would be great.

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