Help - Does anyone work at the Passport Office at Durham

[janeb204]

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

nicky did you manage to make any progress by going to the liverpool pp? I.e. Did you get to speak to someone?

Does anyone have a direct number for liverpool that actually answers as all the ones listed here just ring out?

Thanks!

What a sad sorry mess for those who's travel plans are in jeopardy.

That said, I really dont understand this backlog because how difficult can it actually be to issue a passport? Where I live you fill in the form and take it along with your pictures to the local immigration dept, its a police run registry office, and no longer than 2 hours later if you time it correctly you will leave with a brand new spanking passport. And it only costs about 10 pounds. Our ID cards take even less time and if you are of the age where you need an ID card your passport takes less time to process because the systems (even the driving licence one) are all linked. You go in, hand over the papers, have your finger prints taken, and hey presto you get the document you need. The offices are even set out so you are quite literally going from one to the next one as part of the process.

Im afraid I just dont buy it one little bit that issuing a passport is complex, because its only as complex as you make it. I live in what is a very tightly controlled 'country' so to speak and if the authorities here can make it as easy as it is, considering all the security implications etc, then the UK should be able to do the same thing.

Staff overworked? If they are its because of the system not because there is actually that much work involved in issuing the actual passport.

A friend of ours has just had two child renewals back after only two weeks! Just managed to get through to 0300 on second attempt and good news our passports have been sent for printing and should have them within a week so panic over now I can get back to looking forward to our holiday ( 2 weeks in kos all inclusive) first time abroad in fifteen years finally got fed up with uk hols and the rubbish weather

Grannyontheschoolrun agree our passports are a rip off and ridiculous having to have child ones

A passport doesnt just allow you all to get to the Costa del Chav .... they also allow potential criminals/terrorists to remain in the country. It also entitles people to work her and claim YOUR benefits. Still want us to rush them through because you cant get your shit together in time?

Oh .... and you think 7.25 a year is extortionate?? I bet you spend more a day on fags!

Oh and Granny ... you seem to be quite an expert for someone who has never issued a British Passport.

Thank you.

I totally agree with what you're saying straightforward regarding the importance of checks, however people are waiting up to 2-3 months which is unacceptable mainly because when they applied the website said 'it takes 3 weeks to get the passport' (exc first adult).

It's only in the last two weeks that it's been changed to 'it should take 3 weeks'. Nowhere on the site does it mention busy periods taking longer...it states it will take longer if it's filled out wrong or if info is missing etc but not for different times of year.

so it's fair to say anyone using check and send last month did expect it to take 3 weeks. Also when my mate tried to book fast track 5 weeks before travel they said no as 'it's strictly for emergencies'. Well we go next week and their passports haven't arrived and no one answers the liverpool number at all and no call backs have been returned.

Whilst it is daft to apply so close to travel date, not everyone who is delayed has done that and if you are not used to the system and are told 3 weeks (like it's still saying on the phone) then it's unfair to blame people 'for not getting their shit together'.

I don't think anyone is blaming the passport staff as such but to no other company would get away with such inaccessible customer service.

By inaccessible I refer to lack of return calls, no one answering calls etc. we hear positive feedback once people do get hold of someone but it shouldn't be made so difficult to speak to someone who actually has the info people need.

Yes, jam.... I do agree with you to an extent. We dont help ourselves, giving the public unrealistic expectations. Our communication is shockingly bad ... and the customer service is not what we would wish.However, the staff on the front line are doing their best.... its the MPs who hold the purse strings, cutting staff at a time when theyre allowing people to flood into the country, who are to blame. Sadly, like any public service, we are massively understaffed, underfunded and over-worked.

Have I missed the posts full of abuse towards the staff, straightforward?

Cheers did you just turn up at Liverpool, or did they ring you up with an appointment, we go away 21st June been waiting for a return call since last Wednesday 11th bit on edge now they just keep saying be patient, must ring that office 3times a day different answers all time thanks for your replays

Replys

Radcliffeguys14... Which number are you phoning? The 0300 or the 0845/direct number? Contact your MP, (s)he can help.

cheers hairbrush123, did you contact your mp, yeh 0300 rang this morning, whats the 0845, rang they say that it won't arrive till week after are flight basically forget your holiday, never spoke to such a rude person than this one then just spoke to another one of them really helpful he's put a complaint in against her it might because there working sundays lol ps all i want to do is upgrade ill pay the £55.50 or ill just turn up at liverpool tuesday morning anyone out there turned up at liverpool what was the outcome turned away or did they see you let me no your views guys flying saturday 21st june only 5 days I'm ill with worry

Yeah. My MP helped really fasten the passport process for me. Contact them straight away if you haven't already and tell him/her about your situation. I too fly on the 21st also. The direct numbers I've found for the Liverpool office are: 0845 128 9988, 0845 601 5107, or 0845 601 2058. I am not sure which one it is but try all of them. Their office opens at 9AM Monday to Friday, so be prepared to phone at 9am sharp. Be prepared to wait up to one hour for an answer but they are much more helpful. Remind them of your travel dates and if you're willing to pay the £55 for an upgrade & drive to Liverpool and collect it (if you are willing of course, if you are - then you might have it quicker).
How long have they had it for? Good luck.

That message was to Radcliffeguys14, btw.

I don't think you can just turn up at the Liverpool office without an appointment. Apparently, their office is airport styled security and you need an appointment. Don't take my word for it, though. I am not sure what the truth behind this is.

thanks they've had passport since 18th may if i would have found out before hand that there was a backlog i would of rang for same day but i only found out last week ps there suppose to give them people travelling in the next 7 days fingers crossed shed how i go on today waiting for a call again this morning also i emailed my mp and local councillor

hey hairbrush 123- just wondering which of those Liverpool numbers you found most useful? I've been on the phone to the 2058 one for almost 2 hours now and I don't know whether to give up and try another one: it just keeps ringing and ringing. Also my MP hasn't replied to any of my e-mails or called me back so I don't know what to do :( going away on the 20th June

Info for liverpool

You can just turn up. It's true it is like airport style security but it seems they will talk to you. My friend applied for two kids first passports exactly four weeks ago. Having been in contact with the 0300 repeatedly and getting no answer from the 0845 etc numbers she went down on Saturday and spoke to someone. Hers was on the desk already for fast track! Therefore it seems the 0300 is actually getting the info to the direct offices as my mate never actually spoke to anyone at liverpool at all as no one answered.

It may be that the reason no one is getting call backs is because it's not close enough to their travel date and they will eventually (we go Monday). They knew all about my mates travel details etc from the 0300.

However......liverpool did tell her she was VERY lucky as several have been turned down for fast track as security checks haven't been completed yet so it seems they are only fast tracking once they have passed clearance and it's not a given.

Hope this helps.

Rima94 - try another number. I do not think that one works. I haven't tried any numbers, mine went to Belfast. I've just found these on the forum. Can you tweet your MP? Or maybe phone his/her office? I tweeted mine and she immediately replied and then emailed me back. It will help filter out the hundreds of messages he/she receives. Don't give up! Just try another number. Good luck.

It's clear from those extra measures that have been put in place that they are having big problems with overseas passports especially. Surely they should have predicted that when they stopped all the overseas embassies from being able to issue British passports!

I now see that, as an overseas applicant, I can now go to my embassy and just have the validity of my passport extended for a year.

Unfortunately that doesn't help me, because I've already sent my application off for a renewal to the UK. I tried to do it in good time, I gave it 10 weeks, now I'm worried it still won't arrive in time. If the extend for one year option had been available last month, I would have taken it.

Why couldn't they have put these measures in a couple of months ago, to preempt the problem, instead of just papering over the cracks now??? How can they not have realised that having to process the applications for all the UK overseas people would add to their workload??

I am one of the lucky ones , my story has a happy ending. The last of our passports arrived yesterday morning (my partners first) we fly Weds.I never gave up hope in the whole 10 weeks altho every day was a struggle to say the least, constantly phoning checking email checking forums. Not an experience I wish to repeat again. Good luck to everyone and remember dont let them forget you keep phoning emailing, MP helped me alot aswell. I hope you all get the holidays you deserve. Oh and straight no doubt you will still be here in a few months time giving everyone your opinion. I think in all the comments you made only one actually p@@@@d me off and that was that you work your ass off for ungrateful people. Trust me I understand totally what its like to "work my ass off" I too also work my ass off every day of the week and also for an under staffed government department , but at no point during my hard working week do I inform people that they are the reason my team has a back log or because there claim isnt getting done. I experience abuse from angry people every day but I do my best and smile cos after all we are all human beings just wanting answers. Good luck all xx

hi hairbrush123 got in touch with my mp and local councillor gave him the details, had a phone call this afternoon and I'm able to pick my passport so all you guys if your in the same situation its made sick waiting for this call but your mp is the one that will hurry things up,
ps another £55.50 but we're able to go away

Hi, Does anyone know the absolute answer to this please? would the passport office have cashed my cheque if there was a problem?
I have called and they cant find ,my application but cashed the cheque 4 weeks ago, they said on the phone they would not cash a cheque if there was a problem but can I believe this? I am having the heebie jeebies now!