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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:
JammyGeorge · 02/06/2014 19:09

Just got an email off one of my work colleagues she posted a child's renewal on 16th May and got it back yesterday 1st June so 2 weeks no hassle.

Catman123 · 02/06/2014 19:15

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Aidycake34 · 02/06/2014 19:15

Straightforward, seeing as you work at Durham can you tell me what my chances are? We fly Saturday and I'm waiting for a call for an upgrade.

Mikeysmum1 · 02/06/2014 19:54

JammyGeorge - did your work colleague say which office the kids renewals went to?

JammyGeorge · 02/06/2014 20:06

No I don't think she knows, she just posted it off and it came straight back so she had no reason to ring up and find out.

I'm presuming it wasn't durham!

ProJuly08Mother · 03/06/2014 00:54

Yes I think this needs to be done fairly!! Lying about travel dates will yes get your passport to you sooner but it may also affect those who are waiting honestly for theirs in the meantime and are actually travelling sooner! Don't get me wrong this whole process is awful! The stress is unreal! But I (and I am sure I am not alone) will be heartbroken if I don't get my sons passport in time for Saturday because someone has said they're travelling Wednesday and gets theirs first when they're not travelling until next week! Just think about it please.

Aidycake34 · 03/06/2014 07:20

Projuly, I completely agree with you.

ProJuly08Mother · 03/06/2014 07:42

Thank you! Just as I would feel awful should mine come earlier than another who needs it earlier! I believe in karma and treat others how you'd like to be treated!

Aidycake34 · 03/06/2014 08:56

My husband phoned Durham this morning and has been told that our application is with the upgrade team. Is this any different to being in the queue for upgrade as that is what I was told on Friday. They said we mightn't hear from the team until Thursday, we fly on Saturday so even if they do look at it, it's cutting it a bit fine.

benhoofer · 03/06/2014 09:21

I travel out on Sunday and have requested the quicker service however i would like to know that if i can drive to Durham and do the one day appointment? However trying to get through to the Durham office is taking forever!

What number do i call to find out this information?

Pbsardin · 03/06/2014 09:42

Hi everyone, I've been following this thread for a week or so and it has given me essential information which I will be forever grateful. I sent my sons application on the 25th April (online application followed by posting it with photos and relevant signatures) but sent the wrong birth certificate. My husband was away and by the time we opened the letter and sent the correct birth certificate it was only received at the PO on the 15th May. I phoned the 0300 number last tues and was told it would be two more weeks. I panicked as we fly on the 7th v early in the morning so needed it in my hands by the 6th. We rang the 0300 number several times and we came across a couple of extremely helpful people (and a couple not so helpful). We then rang the 0845 and I can't praise them enough for all the help, patience and time they spent sending emails to up grade our application. We called yesterday and were told that the application was with the upgrade team and would probably be look at on Wednesday at the earliest ad they were working on application which were due to travel until Wednesday. We then got a call later in the day to let us know that it had been printed and we could pay for super duper delivery, which we did and we receive the passport first thing this morning. PHEW!
When you consider that these people are working in a busy office which the Durham office clearly is and are under pressure to work towards sending us a passport to allow us to go on a nice holiday/break/wedding it can't be easy! It's not their fault if they are short staffed or have a period when they are overwhelmed with applications. Yes I agree the timelines given to us online and at the Post office are completely wrong and something should def be done about it! But at the end of the day, it is our responsibility to do things on time...i didn't, it stressed me immensely but I can tell you I have learned my lesson!
I TRULY believe people on this forum are trying to be helpful and their suggestions have been critical in our application (even if they sound a bit harsh) but I feel that some of the comments were very rude and unnecessary. Treat people with respect and you will achieve a lot more than if you don't!
To everyone that is still waiting for their passport, keep trying, keep ringing them and speaking to them, DONT GIVE UP! They will do their best and from all the posts in this thread it seems to me that the great majority of the time the people in the PO are working hard and they are getting those little red booklets in time for us to go and enjoy ourselves! GOOD LUCK everyone!

cbrunton · 03/06/2014 10:02

Just a recap on what the best procedure to do is if you find yourself in this situation...
Call 08456015175 as soon as you can and request an upgrade. I understand they will only be able to help you if you fly < 2 weeks.

If you upgrade you will have to pay £60.50 for the privilege however if you are outside the 3 week timescale your fee is waived.

Contact your MP as soon as you can via email, phone or going to their surgery (in my experience and many others here they are more than happy to help, as it reflects well on them). It will most likely be their Office Manager who helps but they are the people who do all the background work in a day to day MP's office so rest assured.

Also be nice to the people in the forum they are all in the exact same position as you were so show some empathy.

ProJuly08Mother · 03/06/2014 10:19

Maybe afterwards it would be helpful to others if we post an update post stating: date sent, date received, date travelled? Just so others can get a general idea as to how close to travel date to expect it. I'm no where nearer to receiving mine and the worrying is just getting worse!

rloud09 · 03/06/2014 10:21

Many thanks for your updates guys. I had a call from the Liverpool office Saturday morning telling me that my passport is in the escalation process and I should receive a call on Monday but didn't receive one! Does anyone have the correct Liverpool number? I have 08456015107 but have never been able to get through :(. I need it this week! Thank you :).

lottie1x1x · 03/06/2014 10:45

my mp replied to my email I sent late last night he replied at 9.02 this morning and is very keen to help he has emailed the following...Thank you for that. I have forwarded the Details over to the Passport Agency and asked that the matter be urgently looked into given the circumstances. I will come back to you as soon as they respond and follow up with a phone call later this week if necessary.... I know I don't fly until next sunday im just so anxious if I was told 100% ill have it before I fly id stop badgering them but until that happens im gona be like a dog with a bone :)

Pbsardin · 03/06/2014 10:51

Initially received at PO 25th April
Further docs received at PO 15th May
Passport Received 3rd June
Travelling 7th June

But bear in mind things change every day and very quickly which I assume it depends on their workload. They are prioritising things based on departure date. Ring them daily and keep asking for update and for an upgrade.

indie123 · 03/06/2014 13:48

Durham have had my daughters renewal since May 1st. Her actual first passport had about a year left but I wanted new passport with new name on it. Name was changed on birth certificate and is a simple name removal eg ella-may was changed to just ella. I thought it would be straightforward and with them saying 3 week turnaround I didn't think I had left it too late especially as there were 8 weeks until I planned to travel. Plus When her first passport was done it only took 7 days. I also know that renewals tend to be faster. Yesterday marked 4 weeks since they received it. I called 0300 who said it's still awaiting examination. I called the durham 0845 number this morning. .The guy seemed a bit offish. He told me that a letter was sent yesterday to countersigner! Why!? They didn't even do it for her first passport and this is a renewal. Plus the person has signed before all it is is a simple name removal so what's the hold up?! And why has it taken a month for them to do this? The letter will now most likely reach tomorrow fingers crossed and now I have to go and hassle the lady to hurry up and fill out whatever they're asking for. We have 3 weeks until we travel! Once she's sent it who knows how long it will then take for them to process. Great!!!! I really need to book the holiday as soon as possible. If i felt we would have this problem I would have kept the old passport! So angry

eved1983 · 03/06/2014 14:27

OMG I'm so glad I found this thread. I am literally having a nervous breakdown. We go away 2 weeks today and my sons passport has not arrived. I have rang the 0300 about 20 times and no callbacks. Now trying 0845 number and praying. Just seem to be on hold for ever and a day. Hoping this works otherwise me and baby staying at home :(

Vikkikitti · 03/06/2014 15:38

rloud09: The numbers for the Liverpool office are 08456012058 and 08456015107. Keep trying! I've been on hold to them for over an hour with no answer at times, particularly in the afternoon. I tried first thing this morning and got through to a lovely lady within seconds.
Both lines close at 5pm when a recorded message is switched on.
Good luck!

eved1983 · 03/06/2014 16:24

Thank you so much to the people on this thread who posted 0845 number for Durham. Held on for an hour then spoke to someone who promised me they will now fast track it. However I travel on 17th and he says it will not be looked at for at least another week, although I can drive and collect it. Please tell me they will stick to this? Been so worried! Don't know how I'll get through another week like this

Catman123 · 03/06/2014 16:42

We'll that y I am sitting here with my son 1st pp and your worrying I little white lie never hurt any one we got told lots off lies by the 0300 number so yes your right karma is a bithc

Kazzab77 · 03/06/2014 16:45

Thank you all for the information given. I waited over an hour today calling the Durham number and finally a very nice lady said she would pull my application and someone will call me in a few days. She said to call the 0845 number back on Monday if I didn't hear anything STAY ON HOLD Someone will answer and she never questioned why I was calling this number. I fly on the 16th and she said there was still time for it to come through the standard process. GOOD LUCK.

salpipjack · 03/06/2014 16:48

Mine came this morning as special delivery before 9am. Didn't pay for the upgrade as they held it over 3 weeks yet I'm still receiving messages from when I emailed saying its being processed and that I will get a call back from Durham within the next 3 days (not much use as flying on Firday). Seems the email system doesn't work so don't bother with that.

Keep calling the Durham line, it seems to work best. Good luck to everyone, never do I want to feel as stressed as I did last week.

ProJuly08Mother · 03/06/2014 16:53

Catman! You sound so lovely! Hope you enjoy your holiday! Karma is a bitch and will come back and bite you! Be warned xx

ProJuly08Mother · 03/06/2014 16:54

Oh and 'little white lies never hurt anyone' unfortunately in this case they are!

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