I just rang the number that’s on the website and followed the prompts. Try calling when the lines open, I got through straight away. I asked to get a call back as they couldn’t give me any useful advice to my query. They noted everything down and I was called the next day and the application approved the day after. The problem you might have is that the documents need to be scanned in for them to process your application. Usually that happens within 2 weeks. Unfortunately until the tracker shows documents received they won’t be able to help. I think things are being processed a bit quicker now so hopefully they will be updated soon. I think in your case you will be best to go to your local passport office 48 hours before you fly. I’ve had only a positive experience from the upgrade team but others haven’t.