HELP PLEASE! DURHAM PASSPORT OFFICE

[twinsplusE]

Long shot but does anyone have a direct contact number for Durham Passport Office or the Upgrade Team?

I applied for my twins' first passports almost 10 weeks ago and we're due to travel on Tuesday (5 days' time). I applied for an upgrade over 10 days ago but haven't heard back from the upgrade team. I've chased a few times but still nothing. I've tried to call the customer service number over 150 times in the past 2 days but it keeps saying "due to high call volume we're unable to take your call". I'm at my wits end! No one gets back to you!

Any help greatly appreciated!

[TedOnTheBed]

This is the number I have used

[twinsplusE]

Thank you very much! Trying that number now...

[TedOnTheBed]

Let me know how you get on, never been so stressed about passport applications before!

[twinsplusE]

@TedOnTheBed

Let me know how you get on, never been so stressed about passport applications before!

Me neither - it's been awful. Feel sick all the time. It's the lack of communication and not knowing whether there's any hope of getting them back which is the worst. I can't believe I applied for these in February and still have no clue when we might receive them. I'll keep you posted. Been on hold for 6 minutes now but at least it hasn't cut me off like the normal number does.

[twinsplusE]

@TedOnTheBed Have you managed to get through on that number? I’ve spent over 2 hours on hold 😞

[TedOnTheBed]

@twinsplusE Yes I got through but the wait was very long 145 minutes!

[Viviennedluca]

Hi how did you get on please? We fly early June coming up to 10
weeks passports in durham
not been looked at? I’m out my mind

[LeeMiller]

No advice but I share your pain, also having an absolute nightmare with Durham. Having failed to get through via phone or chat I’ve been using the online enquiry form but the (unsatisfactory) reply takes 10 days not 72 hours.

[Viviennedluca]

It’s been hell they said 10
weeks we’ve gave them 11 I call 5 times A day as I cannot check online as it’s paper style check and send at the post office only the progressing team can check then you have to way 3 days for them to call
you back I honestly thought we gave them enough time.. it’s not even been looked at we go June 10..

[Viviennedluca]

@twinsplusE please can you let me know your outcome? Did they help? They keep telling me I can ask for an upgrade two weeks before you go but it takes 3days to get the call back… so do we call 3 days before the two weeks or has it got to be bang on two weeks I can’t sleep with worry I’m so stressed

[twinsplusE]

@Viviennedluca

@twinsplusE please can you let me know your outcome? Did they help? They keep telling me I can ask for an upgrade two weeks before you go but it takes 3days to get the call back… so do we call 3 days before the two weeks or has it got to be bang on two weeks I can’t sleep with worry I’m so stressed

I got through but they were no help and in fact said it’s 10 weeks to process from the date they bother to scan the supporting documents on. Whilst I was explaining I’d applied for an upgrade 11 days ago and had just 3 days left to get my passport with no call back having been received, the phone went dead. I wouldn’t waste your time calling. You can only apply for an upgrade 2 weeks before date of travel but you are highly unlikely to get a call back within 2 days. I applied for an upgrade on Monday 25th April and still haven’t heard anything from them. We will almost certainly lose our holiday on Tuesday now 😢

[Viviennedluca]

@twinsplusE It’s awful
the worst situation ….. looks like we will
be in the same boat then… it’s really awful the stress this has caused … I’d rather someone just tell me it’s not happening then waiting in hope and calling every single bloody day!!!! I honestly cannot believe all of this. I hope your luck changes!! We had a text saying it will be back by 1st June.. did you get a text?

[ColdHappyBap]

Oh this is depressing. I sent off two passport applications at the same time, to different offices, just after Easter. The one I sent to Bootle has been processed and we received the new one. The one to Durham still isn't showing as my old passport being received, but I know from Royal Mail tracking that it has been delivered.

Sounds like Durham is really struggling?

[twinsplusE]

@Viviennedluca

@twinsplusE It’s awful
the worst situation ….. looks like we will
be in the same boat then… it’s really awful the stress this has caused … I’d rather someone just tell me it’s not happening then waiting in hope and calling every single bloody day!!!! I honestly cannot believe all of this. I hope your luck changes!! We had a text saying it will be back by 1st June.. did you get a text?

No, we haven’t even had a text. We did an online application. Worst decision ever. It’s been a really horrible few months and doesn’t look like things will improve now. Hope your passports arrive back for you in time.

[twinsplusE]

@ColdHappyBap

Oh this is depressing. I sent off two passport applications at the same time, to different offices, just after Easter. The one I sent to Bootle has been processed and we received the new one. The one to Durham still isn't showing as my old passport being received, but I know from Royal Mail tracking that it has been delivered.

Sounds like Durham is really struggling?

Yes my husband got his back from Peterborough but nothing for the kids’ ones in Durham. Applied for all at the same time.

[LeeMiller]

@twinsplusE Was the person you spoke to on the phone able to look at/answer questions on your specific application? Or more general?

so disappointed for everyone missing holidays. From a more general passport thread and a Facebook forum I think Durham might be the worst right now.

[Viviennedluca]

@twinsplusE don't give up I know it’s on Tuesday there open again tomorrow 8am until 8pm have you tried the 0333 222 0000 option 8 then 3 you get to speak to some one who arranges a call back.. and I have been getting the call backs in 3 days time! … progressing team come on the phone tell me it looks ok but it’s waiting to be assigned to someone yours is classed as an emergency now they transfer calls for emergency’s he told me could be a lie though I feel like giving up

[twinsplusE]

@Viviennedluca

@twinsplusE don't give up I know it’s on Tuesday there open again tomorrow 8am until 8pm have you tried the 0333 222 0000 option 8 then 3 you get to speak to some one who arranges a call back.. and I have been getting the call backs in 3 days time! … progressing team come on the phone tell me it looks ok but it’s waiting to be assigned to someone yours is classed as an emergency now they transfer calls for emergency’s he told me could be a lie though I feel like giving up

Thanks I’ll try option 8 tomorrow. The person I spoke to today could see my specific application but just said the upgrade team will call before travel date to discuss options but as they’re closed on Sunday if they don’t call by tomorrow there’s nothing to be done!! And even then we’ll have to go to a passport office to collect them (which obviously happy to do)

[Viviennedluca]

Option 8 then option 3 let me know how you get on… call again tomorrow tell the person on the telephone ask for them to put you through.. if they said it’s only call backs keep calling until you find someone who can help cause that’s what I did! I really hope it works out for you I really do

[afinethingindeed]

I saw the below post shared on a Facebook group - I don't know if it's too late for you but it could help?


I GOT MY PASSPORT.

But it’s been a nightmare… so this is a status about how I’ve managed to expedite my passport application and get it in time for my holiday, I’m hoping it’ll help others to get theirs in time too because I know how stressful the process is. Sorry this is long winded.

Firstly, don’t call them because it’s completely a waste of your time. Whatever office you try to call, it’s the same number, the same contact centre. They are not civil servants, they have no communication with the passport office themselves and their job is to essentially blag us that they’ve helped. All that they see is exactly the same as what we see when we put our PEX number in to get the status of our application. They will tell you they’ve put a “mark” on your file and the upgrade team will call you if your holiday is soon, except they won’t actually call because there’s no such thing as a mark on your file. The people on the phone literally do nothing to help us.

If your holiday is within two weeks and you’ve not got your passport, you need to email the upgrade team as this is the ONLY way to actually contact them. You need to put URGENT and your travel date in the subject. In the email you need to put your name, address, PEX number, contact number for them to call you and attach proof of travel to the email (flight booking). This means they wont have to contact you trying to chase up what they need and delaying the process further. No matter what office your documents are at, it’s worth emailing them all because they are all working through them in travel date order and it’ll just be whichever office gets to your application quicker that’ll call you.

The emails are -

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

If you haven’t heard back from the upgrade team within 2 days of emailing, email them again. The upgrade team are the ONLY ones that can help you get it quickly. When they do call you it can be NO CALLER ID, so make sure you pick up any call incase it’s them. They will usually approve your application there and then on the phone and they’ll print it at your local office so you can go and collect it from the closest one.

If your travel is not in the next 2 weeks there is no point contacting the upgrade team yet as they will not help you. The upgrade teams are helping people in priority order.

If you’ve already got an application in process, do not book a fast track appt at an office as well because they won’t see you if you’ve already got a passport application in process and you’re essentially just paying for your passport twice for no reason and they won’t refund you for the appt you’ve booked (I learnt this lesson the hard way). If you want to do a fast track appt you’d have to cancel the current application, wait for your documents to be returned to you which can take 2 weeks and then make an appointment.

If you haven’t got an application in process yet but want an appointment they are being released few and far between at all offices at random times throughout the day via this link so you’ve just got to keep refreshing…

www.passportappointment.service.gov.uk

If your holiday is in the next week and the upgrade team haven’t contacted still then you should also email these as well as continuing to email the upgrade team …

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

It’s also worth emailing your local MP who should be happy to send an email to the passport office on your behalf to help expedite your application further.

Also I do know of people who have shown up at passport offices and been helped and their passports printed there and then but this really depends on if you’re lucky and manage to speak to a nice person at the door.

Hope this helps others

[twinsplusE]

@afinethingindeed

I saw the below post shared on a Facebook group - I don't know if it's too late for you but it could help?


I GOT MY PASSPORT.

But it’s been a nightmare… so this is a status about how I’ve managed to expedite my passport application and get it in time for my holiday, I’m hoping it’ll help others to get theirs in time too because I know how stressful the process is. Sorry this is long winded.

Firstly, don’t call them because it’s completely a waste of your time. Whatever office you try to call, it’s the same number, the same contact centre. They are not civil servants, they have no communication with the passport office themselves and their job is to essentially blag us that they’ve helped. All that they see is exactly the same as what we see when we put our PEX number in to get the status of our application. They will tell you they’ve put a “mark” on your file and the upgrade team will call you if your holiday is soon, except they won’t actually call because there’s no such thing as a mark on your file. The people on the phone literally do nothing to help us.

If your holiday is within two weeks and you’ve not got your passport, you need to email the upgrade team as this is the ONLY way to actually contact them. You need to put URGENT and your travel date in the subject. In the email you need to put your name, address, PEX number, contact number for them to call you and attach proof of travel to the email (flight booking). This means they wont have to contact you trying to chase up what they need and delaying the process further. No matter what office your documents are at, it’s worth emailing them all because they are all working through them in travel date order and it’ll just be whichever office gets to your application quicker that’ll call you.

The emails are -

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

If you haven’t heard back from the upgrade team within 2 days of emailing, email them again. The upgrade team are the ONLY ones that can help you get it quickly. When they do call you it can be NO CALLER ID, so make sure you pick up any call incase it’s them. They will usually approve your application there and then on the phone and they’ll print it at your local office so you can go and collect it from the closest one.

If your travel is not in the next 2 weeks there is no point contacting the upgrade team yet as they will not help you. The upgrade teams are helping people in priority order.

If you’ve already got an application in process, do not book a fast track appt at an office as well because they won’t see you if you’ve already got a passport application in process and you’re essentially just paying for your passport twice for no reason and they won’t refund you for the appt you’ve booked (I learnt this lesson the hard way). If you want to do a fast track appt you’d have to cancel the current application, wait for your documents to be returned to you which can take 2 weeks and then make an appointment.

If you haven’t got an application in process yet but want an appointment they are being released few and far between at all offices at random times throughout the day via this link so you’ve just got to keep refreshing…

www.passportappointment.service.gov.uk

If your holiday is in the next week and the upgrade team haven’t contacted still then you should also email these as well as continuing to email the upgrade team …

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

It’s also worth emailing your local MP who should be happy to send an email to the passport office on your behalf to help expedite your application further.

Also I do know of people who have shown up at passport offices and been helped and their passports printed there and then but this really depends on if you’re lucky and manage to speak to a nice person at the door.

Hope this helps others

Thank you for this! I have emailed every one of them, as week as [email protected]

Spent 3 more hours on the phone to the passport office today just to be told it’s now 10 weeks from when they bother to scan the both certificates on to receive your passport and there’s no guarantee the upgrade team will get in touch before date of travel (never told this before). We’ve accepted that we won’t get the passports back now so have decided if no one calls that my husband will take my daughter for the big family holiday and I’ll stay home alone with the twins 😢 Trying very hard not to cry.


Thanks everyone for their suggestions. Appreciate the help. If by some miracle I get the passports back I’ll let you know.

[twinsplusE]

Hi everyone, sadly nobody ever called me back from the upgrade teams (or anywhere else). I’m 2 hours into a hold call trying to get through to the customer services management team to see if there’s anything they can do but after 3 hours on hold to them on Saturday just to get disconnected, I doubt I’ll even get through. At this point, I know we won’t be going away tomorrow but if I could find out when the passports will be done I could at least attempt to reschedule the flights but sadly no one can tell me that either, even though I applied over 10 weeks ago for the passports 😢

[OrangeBall]

omg this is awful poor you!

tbh I know it sounds awful but I would leave it till the summer - at least you won't be disappointed again

I have a fasttrack appointment on Thursday to try and sort mine out (not at Durham)

[afinethingindeed]

Oh I'm sorry @twinsplusE :( I really hoped you'd get it sorted.
The whole thing is a mess.

[twinsplusE]

UPDATE! Oh my god. So stressful. Spent 12+ hours on the phone to the passport office. Gave up around 4pm after being pushed from pillar to post since 9am and decided to get a voucher for the flights and cancel the hotel. At 6.30pm bloody Passport Office called and issued the passports! Can collect tomorrow. As the applications are so old we didn’t have to pay but too late to get the flights back so had to rebook new flights for a grand extra and now in a mad panic as now go away at 3.30am on Wednesday, I’m working in the office all day tomorrow and I’ve done NOTHING to prepare for the holiday as I’d given up hope. Don’t even have suitcases. I’m a woman on the edge BUT we are going on holiday. I don’t think it would’ve happened without the helpful suggestions on here so thank you all so much x