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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:
11046583 · 16/06/2014 22:14

Hello all, 1st time posting! I have been following this thread for a couple of weeks now and feel I should share my story. I sent my ds renewal 24th June 1st class RM. Wasnt recieved until 9 days after?!! Had nothing since :( the 0300 number is a waste of time, can not tell me a thing as I misplaced my number and told me HMPO Liverpool would call me back by today at the latest....no call. Been ringing 0300 again all day, been cut off , diverted to call back to then be informed the service is unavailable...spoke to someone and then cut off again and when I eventually got through again I was told their system had gone down and therefore could not help what so ever....grrrrr! I have since emailed my MP out of desperateness as we are supposed to travel 24/6/2014 and was unsure I would even get a response but had an email back later in the day to ask a little more info so fingers crossed they may be able to help in some way! Good luck to everyone who is still waiting and fingers crossed we get these passports, ive literally made myself ill with worry :(

heatherjs3 · 18/06/2014 11:21

This thread has been so helpful to me! Sent my daughters application on the 12th of may, it was received on the 16th and heard nothing since then, decided to ring the 0300 number which was a waste of 15% of my phone battery - the idiot I spoke to basically told me to cancel my holiday (which we leave for next week) because they are no longer upgrading to fast track. I found this thread and directly rang the durham office on monday (16th), spoke a man who put my application onto the upgrade list and told me to await a phone call. Heard nothing so rang back yesterday and said Id be happy to pay the additional fee and even to go and collect it at the weekend and even emailed my local MP explaining the situation. Still not heard anything from them this morning so rang again, whilst I was on the waiting list for my call to be answered someone knocked at the door and lo and behold the passport is in my hand! Strongly recommend anybody in this position NOT to ring the 0300 number - absolute waste of time. Ring the direct line to the passport office where your application is as the people are much more helpful and genuinely willing to help.

PinkLondon17 · 18/06/2014 13:35

Hello, please can someone send me the direct number for Durham?

It would be very very much appreciated!

Thanks!

kutiekathryn · 18/06/2014 14:08

pinklondon17 - durham number is 0845 601 5175 :)

PinkLondon17 · 18/06/2014 14:10

Thank you very much kuthiekathryn! Really appreciate it.

Debruby · 18/06/2014 17:32

Well not received my daughter's straight forward renewal in the 3weeks, my mother's first passport isn't gonna be here in the 6weeks either. Al move my work hols to 20th July now to give them another 4weeks! Extending ex pats for a year and free upgrades are not gonna help me! Thanks British Government, you are an absolute disgrace!...and you have a cheek to charge me £118.00 for a crap service! :(

alemci · 18/06/2014 17:58

I had a text to say mine is on its way very shortly. maybe it is because it is a straight forward renewal.

Fannydabbydozey · 18/06/2014 19:42

Horrid that a poster feels so sneery that they call people's hard saved for holidays "costa del chav." Really spiteful, and quite possibly full of jealousy as well as venom. Especially from a poster who works in a role which appears to require empathy and customer assistance.

We had this passport nightmare last year and I really feel for everyone who trusts the guidelines on delivery times. It took more than three months to get my son's simple renewal and we got it with only a few days to spare. I don't consider this my fault, especially since my husbands renewal came back within three weeks and had been sent with the same check and send service on the same day. No-one wants it to be "easier" to get a british passport, we do want the system to work effectively and with realistic claims. It is also hugely expensive for what it is.

Mummynic14 · 18/06/2014 20:39

We sent away 3 renewals on 24th May. Husband got text on 30th to confirm receipt of his but no text for me or daughter. 0300 put us through to durham direct to check progress on 7th as we had no barcodes & were worried about backlog. They told us not to call back until 3 weeks had past (21st June). We received all 3 passports back today/yesterday so all in took just under 4 weeks from date of posting. We were panicking as fly on 3rd July....proof they are still processing some renewals within the 3/4 week timescale. We had no problem getting updates without barcodes by calling 0300 number and choosing option 4, general enquiries. Man was extremely helpful and info he gave us last week re printing date was spot on!

bilbaobimps · 19/06/2014 08:20

Can't see how u can say it's expensive. It's 7 quid a year, bout the price of a bottle of wine or fish and chips. Can't believe ppl spend thousands on 2 weeks in the sun then moan to pay 70 quid for a ten year passport. Madness

frillygordon · 19/06/2014 12:12

I've been ringing the 08456012058 number for 1 hr 7 minutes this morning with no answer so I've had to give up. Still not heard a thing back from POstoffice. I don't even know if the passports are actually ok as like I mentioned above, they weren't checked before I sent them as the 4 postoffices I went to didnt' office that facility. Just over 3 weeks to travel. Not as tight as some of you but I'm still worried

PinkLondon17 · 19/06/2014 12:23

Frillygordon, have you tried the general 0300 number? When did you send your application off? I'm sure with 3 weeks still to go you will be ok.

Fannydabbydozey · 19/06/2014 12:35

I said it was expensive "for what it is" actually, not moaning. My dual nationality father can get his passport cheaper and quicker - you can get them on the same day for no extra cost by going to the offices and waiting - and that's for a country with far greater security issues. It IS very expensive if you end up having to shell out extra money in addition to original costs (it's not a few quid extra to upgrade) to fast track your whole family's passports because administrative delays cause unnecessary stress over the family holiday.

frillygordon · 19/06/2014 12:44

Yeah. The 0300 is a waste of time. Rude unhelpful people. The last women I spoke to was called Diane from the newport office. She was so rude.

PinkLondon17 · 19/06/2014 12:56

Oh no, I called a couple of times and found they were alright, although they have requested two call backs for me now and I've not received either! I don't fly until Wednesday 9th, so going to give it until mid next week and call again. The man I spoke to last said people flying within 3 and 7 days are taking priority for upgrade call backs at the moment.

lurkingmurking · 19/06/2014 13:00

Pinklondon that's the same day we fly - what date did you apply?

PinkLondon17 · 19/06/2014 13:04

lurkingmurking, I sent my renewal application on Wednesday June 4, and they have told me it went to be examined Monday June 9. They told me on the phone that the guide is 3 weeks from date is goes to examiner, but they also said it's a 3-4 guide at the moment. That would take me to Monday June 7 which cuts it a bit fine, but will call again mid-next week. Don't want to waste people's time at this stage when still nearly 3 weeks to go. When did you send yours off? We are going to a wedding and I'm a bridesmaid....so kind of have to be there! Haha.x

PinkLondon17 · 19/06/2014 13:05

Sorry, Monday July 7

frillygordon · 19/06/2014 13:24

The thing is if you cant get through to speak to anyone, how will they know when you're flying :(

They dont know when I'm flying.

PinkLondon17 · 19/06/2014 13:31

frillygordon, your best best it to speak to someone on the 0033 number. Give them your barcode/application number then they'll search for your details and be able to tell you what part of the process you're in. Tell them that you want to enquire about an upgrade as you are flying on 'x date' and concerned about the media hype and ask if they can arrange for the passport office processing your passport (could be one of many) to call you to arrange this (if possible). As you have still have over 3 weeks until you travel, I would wait until next week and follow up again then. Hope this helps!

PinkLondon17 · 19/06/2014 13:33

This is the number you should call and follow the options: 0300 222 0000

frillygordon · 19/06/2014 13:51

I didn't take a note of the barcode numbers. I didn't know I needed to until after I'd posted them :(

PinkLondon17 · 19/06/2014 13:57

Tell the operate on the 0300 number, they can probably still request the passport office call you and then they can locate your passport through your name etc even though the call centre cannot. Otherwise, did you send through Post Office Check and Send? They keep records of all passports and application numbers, so pop in and they should be able to give you it. I had to do this, they just said come back in 30 mins and when I went back they had the info for me. Good luck.

Helenl82 · 20/06/2014 23:41

Has anyone got the belfast number I'm traverling Monday and they have had mine 5 weeks now and the 0300 number is useless please help me please I'm begging!!! I live in West Sussex so belfast is a mighty long way and don't even think I would get there and back in time please help me x