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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:

KazyLou · 26/07/2012 20:30

We got ours back today too we love you Durham we do.

Hope everyone else gets sorted!

tundiehegg · 27/07/2012 10:47

Like you all - feeling ill and shaky at the moment but have gone past the "rage" stage - have very similar story, my sons passport is only a renewal, as advised by the passport office I sent it through the PO check and send. It is waiting to be printed. I have been given a Durham fast track number by a family who used it sort their daughters passport last week - but it doesn't work! This family also praised the Durham staff - once you get through to them! I think the media needs to pick up on this - especially given the boasting of "cuts" and "savings made". If I get a number that works I will post it.

tundiehegg · 27/07/2012 10:54

ps..as a query where are you all from - is this a regional problem? my local office would be Newport Wales - but my passport went to Durham? as is the family I am in touch with who had problems last week (from Bristol)....too frustrating for words!!

ruthie79 · 27/07/2012 11:43

My passport also went to Durham. I live on the South Coast so my local office is London. I used the check and send service at the post office on the 5th July, It arrived with them on the 9th, was sent to Durham on the 12th and still hasnt been checked! Once it's printed it will STILL take 5 working days to get to me.

I travel on Thursday... Therefore trying to get through to upgrade the service but as yet no luck.

The operator in the central office advised me to try to call between 2 and 3 as it's quieter then - I'll keep you posted as to whether I get through.

OlymPicture · 27/07/2012 11:54

Mine went to Liverpool whereas I would have expected it to go to our local one at Peterborough

3duracellbunnies · 27/07/2012 12:08

Not much help to you guys now, but you can renew up to 9 months before and still preserve the renewal date, so for child's passport will be valid for 5yrs 9months, at least it was fine when I did dd2's in Feb. Really hope all your passports come soon.

Beckamaw · 28/07/2012 11:29

I am in the same boat.
We used check and send. The bloody post office told me the passport would be back by 26th latest. Where is it then?

We fly on 5th August. Our situation is complicated as we are taking all 5 of our kids ( his 2, my 2, our 1) on a Uk break Monday to Friday. We then fly out with just our 1 on Sunday. We will only know if we have the passport on Friday evening.
This is our first holiday abroad and after a very stressful time we really need it!!

I don't understand the following:
Why, when you call the passport line, do you always get through immediately? They must have hundreds of people employed to fob us off!! They are clearly very few who actually process the passports!
They will only try once to transfer you to the office. This means you are constantly calling. Each call takes forever as you have to give full details each time.
DP eventually sweet talked a female operator who tried multiple times and got him through. However, Peterborough were useless. Can't upgrade a child application. Checks not yet done. Can't advise etc.

Why is the Post Office allowed to tell us that there is a guaranteed 2 week turnaround for check and send? There isn't! I was told by the helpline that you have to allow 6 weeks for a first passport, regardless of using check and send.
Had we known that, we would have applied ages ago!

We are both so upset about this. I just don't know what we can do.

Beckamaw · 28/07/2012 12:31

I have just emailed my MP. Will let you know how I get on with that!

OlymPicture · 28/07/2012 12:56

Oh no Becka. Very stressful for you.

The Post Office are still telling people that Check and Send is 2 weeks, I complained to them but they just fobbed me off.

Beckamaw · 28/07/2012 13:19

They just don't seem to care. This holiday cost a lot of hard earned money but after a stressful birth with a lot of illness afterwards, we felt we deserved it.

Mummiemandy2012 · 28/07/2012 13:25

Has anyone got through to Durham yet ?? Been on the phone since Thursday .

Beckamaw · 28/07/2012 14:34

A tip? Cry, or sweet talk them.
We found someone who would keep trying for us yesterday. DP was very calm and explained our panic. She tried until she got through.
Not that it bloody helped though!

ruthie79 · 28/07/2012 15:24

Finally spoke to Durham after 2 days of calling just to be told that I cant upgrade until my identity checks are complete. I was told last night that Durham hadn't answered their phones all day (25th time of calling)! Try option 4 in the multiple choice, they can call 3 times not just once.

Durham currently have a 3 week wait from receiving an application to checking identity so the earliest mine will be done is Monday. I've left my number for them to call me once they've checked identity so I can upgrade to next day delivery (I have left my number countless times so not holding my breath that I will get the call).

Fingers crossed I get the passport in time for Thursday, been told it's not a completely lost cause... yet...

OlymPicture · 29/07/2012 10:21

I feel sick for you, its horrible to think that your family holiday hangs in the balance and you have no way of knowing for sure when you will get it back

Ray75 · 29/07/2012 13:09

I'm in the same position, my DS renewal is at Durham, we travel on the 5th August. Am worried sick, have done as all of you and spoke several times to IPS but they won't try and put me through to Durham till tomorrow, even if I get through they said they will assess if I can pay for the express service, it's not a given. Does anyone know if that's right for those who got through to Durham, it seems most are saying they are more helpful once you get through? IPS will only say its on for processing....what does that mean in terms of when it will be back, if I could at least know that I could look into a plan B to travel out later and join the rest of my family!
My friend applied for her DS renewal exactly a week before me and it was back last Thursday so 1day short of 3weeks from when sent check and send via post office.
I'm keeping my fingers crossed for all of us, soo frustrating when you can travel through other European borders freely, it's not my destination who wants to see passport but the UK....xx

OlymPicture · 29/07/2012 14:00

Ray75 I think the thing about assessing if you can pay for fast track is because you can't have two applications at the same time.

So in order to fast track it, they have to first find it and pull it out of the system, before they can process it, print it and then courier it out.

So if it is already awaiting printing for eg then it is quicker to just let it go through the process.

Ray75 · 29/07/2012 14:13

Your right olympicture, problem is I think you can only get a more accurate answer at what stage it's at from the PO itself, IPS just tell me it's 'bing processed' so know idea if it's been checked or in the que for printing. Am praying I can get a more detailed update tomorrow if I can get put through to Durham.....wish their on line tracking system was actually that, like DHL where you put our reference in and it shows you it's current status. In fact to me what they call an on line tracking service is actually just an on line form submission that rely's on a human response.....you just feel soo helpless

tundiehegg · 29/07/2012 18:38

If there are this many of us here, there must be others...and there must be a reason? how awful is this...we have given up on going away. No joy yet - have not been phoned back within 48 hrs by Durham following email enquiry (as promised). On saturday - have tried being very nice, very patient, very horrible and making a complaint - nothing has worked yet! Somebody noted earlier that there are no fast track appointments in the country for 3 weeks - think this must be right as our local post office said a gentleman had to go to Glasgow (from Somerset) !! So not feeling that I should have done that! Have noted what the gentleman said about you may as well let it go through the system as it takes time to take it out and then upgrade it.

KazyLou · 29/07/2012 23:26

Keep positive folks the Durham office will call you back and do all they can to help once they do. I was at my wits end this time last week and almost cancelled our flights. By Thursday it was all sorted out. Also don't be confused by the mixed messages from helpline staff. They don't seem to have the correct info re upgrades.

Mummiemandy2012 · 30/07/2012 09:56

Has anyone got through to Durham yet
Feeling very desperate

tundiehegg · 30/07/2012 11:16

Keep calm and carry on ladies (and dads)...Its Monday and a new week. I am hoping KazyLou is right. Phoned again this morning at 8.00am ... asked that yet another email be sent to Durham as call had not been returned ... then, was called by Durham!!!! then fast track man called from Durham.... mine is a straightforward renewal so he said don't bother to upgrade/fast track it ... it should be here by the end of the week!!! So will see. Keep phoning Mummiemandy.

AtaleOfTwoCities · 30/07/2012 11:43

Quick question here about fast track, well actually premium one day service? I just started another thread on this I already missed our flights, as DDs passport expires in under 6months. Those of you trying to upgrade how did you do It. I can't get a one day appointment at all to renew her passport anywhere in the country has anyone had any luck and how?
Good luck with those waiting for passports it's just sooo busy at the moment I did mine a few weeks back in person the office was heaving!

mummyhazael · 30/07/2012 12:52

I've decided to drive the five hours to durham tonight and stay in a b&b to try and get our daughter's first passport which has been in the system for three weeks. Had all the same problems as everyone else and we're travelling on Friday. So am thinking this is our only hope. What a NIGHTMARE (ps I sent an email to watchdog. I suggest more people do the same - get this situation in the press)
pps post office told me three weeks. LIES!!!

Dancer1971 · 30/07/2012 12:55

Hi. I've been in the same position, needing my daughters passport back from Durham. After no joy all day Friday ringing the IPS, I sent a message to Durham on Saturday morning. Today, ( Monday ) they've rang me back and told me my passports been processed today and will be with me by the end of the week. Obviously I wont believe it till its in my hand but thought I'd pass on the web page I used.
contact.homeoffice.gov.uk/contact.php?survey=1&pager=2
Good luck!!!!

Dancer1971 · 30/07/2012 13:01

Oh and forgot to add. This was a childs renewal and I sent it registered post on the 10th July

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