[Mumof4]

Hi Tito,
Oh I see your predicament. I can just imagine how awful it is right now for you.
I was pulling my hair out with my applications and yours is dragging much much worse than mine ever did, so good luck and I hope you get it sorted soon.

• This reply was modified 1 year, 6 months ago by Mumof4.

[Mumof4]

Hi Tito,
Thank you. I am glad it’s over because you really are very much at their mercy. I cannot believe in this day and age their telephone lines advisers cannot even help – really what is the point of them answering the phones, if they can’t even contact anyone internally who can provide a little more information to help unusual cases such as documents not being scanned in way past delivery time? Useless!

I was going to do this, if mine did not progress better after 2 weeks; I was going to write and file a complaint to the address my documents were sent to; making sure to include the PEX reference on the address label (same as when you sent your documents) My sis in law did this when her child application was messed up and they seem to have taken notice of her letter of complaint and hers showed progress within days of her letter. Worth a shot since you are still waiting for the 10wk mark to go to your MP.

[Mumof4]

FINAL UPDATE:

CHILD UPDATES
PASSPORT ARRIVED (POSTED THROUGH DOOR) 8 FEBRUARY 2023
Passport Printed 9:00am 6 February 2023
Passport application Approved on 5 February 2023
Documents received 2:37pm 27 January 2023
Delivered at HH: 18 January
Posted Documents: 17 January
Application received 8:23pm on 16 January 2023
Identity details received 8:23pm on 16 January 2023
Email sent to person confirming your identity 4:30pm on 16 January 2023
Ask someone to confirm your identity 4:17pm on 16 January 2023
Application submitted 4:17pm on 16 January 2023

ADULT UPDATES
PASSPORT ARRIVED (POSTED THROUGH DOOR) 1 FEBRUARY 2023
Passport Printed 5:00am 31 January 2023
Passport application Approved 10.01am on 30 January 2023
Documents received 11:50am on 24 January 2023
Delivered at HH: 18 January
Posted Documents: 17 January
Application received 11:58am on 16 January 2023
Application submitted 11:57am on 16 January 2023

[Mumof4]

Hi Tito2023,
Glad they have said they are “investigating”. When i was chasing my child’s old passport, all I got was “call back” advice (first was “it’s only been 7 days, can’t investigate yet so call back when it’s 8 days”. Called again when on 9th day and was told “give a couple more days- maybe after the weekend, try to call again”). The most frustrating part is knowing they have it because the adult one in the same envelope had already been scanned in on the 7th day. So it didn’t make sense why not the child’s one too. No explanation as to why they do this, only a pre-rehearsed reply of “Call back again”. Drove me up the wall.
Funny thing was, when I followed up later in the day on the 9th day, I was told that it said on their system that they have the child’s old passport as received but I told the person on the helpline that I did not get a txt or email to confirm this. She just said maybe it will update in the next couple of days. Low and behold it did the following day as I received a msg to say they have received it.
Frustrating and it Doesn’t make sense. Don’t ask!!
Anyway, 5 days (3 working days) and counting and I’m just here waiting again for the next update…

Satisfied with the adult renewal process so I’m a little hopeful.

However, Good luck to all of us is all I can say at this point.

[Mumof4]

UPDATE:

CHILD UPDATES
Documents received 2:37pm 27 January 2023
Delivered at HH: 18 January
Posted Documents: 17 January
Application received 8:23pm on 16 January 2023
Identity details received 8:23pm on 16 January 2023
Email sent to person confirming your identity 4:30pm on 16 January 2023
Ask someone to confirm your identity 4:17pm on 16 January 2023
Application submitted 4:17pm on 16 January 2023

ADULT UPDATES
PASSPORT ARRIVED (POSTED THROUGH DOOR) 1 FEBRUARY 2023
Passport Printed 5:00am 31 January 2023
Passport application Approved 10.01am on 30 January 2023
Documents received 11:50am on 24 January 2023 ***THIS IS THE ONLY UPDATE***
Delivered at HH: 18 January
Posted Documents: 17 January
Application received 11:58am on 16 January 2023
Application submitted 11:57am on 16 January 2023

Moral of the story, sending Documents (like old passports) together does not keep family applications together. Possibly only good for when needing to send 1 single document (needed for 2 separate applications) along with old passports, as this may save time.

[Mumof4]

Hi Tito2023,

They finally scanned my youngest daughter’s old passport as “received” on the 27th of Jan. bearing in mind they signed for it on the 18th of January.

I would call the help line and ask why yours is still not scanned in as it has been a long time from receiving it on the 10th till now.

[Mumof4]

UPDATE TO MY EARLIER POST.

Both applications had a different passport office address to send the documents to but I read that you could send all documents together to any address given (chose HH – not sure why) to keep the applications together as family application. Useful if you are needed to send 1 document for 2 separate applications. My excuse was that I was then just paying 1 postage cost for sending 2 old passports.

Posted Documents: 17 January
Delivered at HH: 18 January

So far this is what I have:

CHILD UPDATES
Delivered at HH: 18 January
Posted Documents: 17 January
Application received 8:23pm on 16 January 2023
Identity details received 8:23pm on 16 January 2023
Email sent to person confirming your identity 4:30pm on 16 January 2023
Ask someone to confirm your identity 4:17pm on 16 January 2023
Application submitted 4:17pm on 16 January 2023

ADULT UPDATES
Documents received 11:50am on 24 January 2023 ***THIS IS THE ONLY UPDATE***
Delivered at HH: 18 January
Posted Documents: 17 January
Application received 11:58am on 16 January 2023
Application submitted 11:57am on 16 January 2023

Noticed how the passport office ONLY scanned in the Adult’s old passport as received and not the Child’s old passport which was sent in the same envelope as the Adult’s one. So the child application is still in the “send old document” status.
Obviously, panicking slightly as trying to get information from their telephone helpline as to why the Child one has not been updated, does not get you anywhere. They keep saying to wait and the Child one will get scanned in “after 7 days, then wait till the weekend”. No solid guidelines.

Will update again

• This reply was modified 1 year, 7 months ago by Mumof4.

[Mumof4]

HiPWT Editor. Were the 2 documents & old passports you sent in one envelope scanned in as received at the same time for their respective applications??

I sent mine the same (one envelope) for my 2 kids old passports, adult and child renewal but so far only the adult old passport has been scanned in to their application. The child one is still in “send document status” when clearly they have it because it was in the same envelope as the adult one that they have confirmed receiving 2 days ago. Getting worried that they lose the child’s old passport.

[Mumof4]

Did you get an update yet to say they have received your son’s old passport?

[Mumof4]

Child and Adult – Renewal

I thought I would share my experience with HEMEL HEMPSTEAD office as it happens, as I have been finding comfort reading everyone else’s reviews and hope this helps someone else.

Both applications were done online. Photos taken by myself using a free passport photo app.

I sent my children’s old passports via next day special delivery service (I paid more than regular signed for service as this is not guaranteed next day, but I am a little desperate because we have March 9 booked for travel. So I wanted to make sure Royal Mail doesn’t mess me up with additional days delivery times).

Both applications had a different passport office address to send the documents to but I read that you could send all documents together to any address given (chose HH – not sure why) to keep the applications together as family application. Useful if you are needed to send 1 document for 2 separate applications. My excuse was that I was then just paying 1 postage cost for sending 2 old passports.

Posted Documents: 17 January
Delivered at HH: 18 January

So far this is what I have:

CHILD UPDATES
Application received 8:23pm on 16 January 2023
Identity details received 8:23pm on 16 January 2023
Email sent to person confirming your identity 4:30pm on 16 January 2023
Ask someone to confirm your identity 4:17pm on 16 January 2023
Application submitted 4:17pm on 16 January 2023

ADULT UPDATES
Application received 11:58am on 16 January 2023
Application submitted 11:57am on 16 January 2023

• This reply was modified 1 year, 7 months ago by Mumof4.

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