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I’ve managed to extract the direct link to the form that comes up when you click the blue link:
https://omni.eckoh.uk/v03.5/providers/HMPO/window/windowChat.html?t=HMPO-08f5bf1501cd534d8d947263d4b307ff&p=HMPO&pid=2&d=717&n=&e=&c=HMPO-144b74ed009a7e2517d&tel=&ch=CH&iid=STC&psk=chat_a1&m=3&fcl=0&r=Chat&srbp=&s=https://omni.eckoh.uk/v03.5&surl=https://omni.eckoh.uk/v03.5&iif=&l=en&auto=&ud=&u=https%3A%2F%2Fwww.gov.uk%2F&wo=&uh=2022-4-28%252007%253A28%2Fhttps%3A%2F%2Fwww.gov.uk%2F&wait=This is pretty much the blue link itself, so you don’t have to wait for the “All our agents are busy” message to disappear for the blue link to show. Hope it helps a tiny bit.
@nikki1075 did you find out why you got the “Document Received” text twice in the end? I also got a 2nd “Document Received” text a couple of weeks after the 1st one, but after numerous calls they still seem to think my application is with Peterborough.
@fingerscrossed202 That’s what I was told on the Advice Line 0300 as well. I hope they’re just ignorant, I’ve also been on hold for over an hour now on the other number.
I was meant to fly this coming Monday as well, was told on Wednesday that someone would get in touch. But no one has called thus far.
I called the Advice Line yesterday and the girl told me the same thing, i.e. to wait until Tuesday and try to get to the progress team. My nan died over two weeks ago, I phoned in to ask for an escalation based on compassionate grounds and was given an email address to send documents as evidence to. I sent everything I could possibly get hold of, death certificate, birth certificates to prove family connection etc. but two weeks and I’ve literally heard from no one despite calling every other day and being told someone would get in touch within 48 hours.
It’s been exactly 6 weeks since I submitted my application. My nan died two weeks ago and I called to ask for my application to be escalated on compassionate grounds, I keep getting told each time someone will get in touch within 48 hours. I literally haven’t heard from anyone at all despite calling every other day. I sent in death certificates, spending loads of money to get these documents posted via DHL halfway across the globe and also to get them officially translated etc.
Meanwhile some others with no compassionate ground who applied after I did already got their passports …
@Nicola123 @sio1982
It’s not just compassionate grounds, I don’t think so at least. Someone mentioned it’s for the Customer Care Management Team. So if you have ongoing delays/issues I think it’s worth a shot. The latest few people that I’ve been speaking to have been quite helpful.Hi, I recently submitted an renewal application for a name change. I posted it off on the 3rd March, Royal Mail delivered 4th March, but it didn’t get marked as “Document Received” until the 21st. I’ve also been stuck on that since. It’s ridiculous, I just saw today someone on here who got their first child passport approved and timeline looked very similar to yours (definitely submitted later than mine). I’m happy for them of course, it just seems the Peterborough office has no order in which they process the applications.
@nassao41: I just got off the phone with them on that number a few hours ago. My case is urgent, I asked for my application to be escalated on compassionate grounds, was given an email address to send in evidence (death certificate, travel date, etc.). I explained to the lady and she was very sympathetic. She asked for the date on which I last sent in the documents as evidence etc. and said she would send a message to my examiner. I called that number last week but was answered by someone rather scary sounding: “how did you get this number?!”. So this time I decided to start the conversation by saying “Hi sorry I’m not sure if this is the right number to call about my situation …” then started explaining
@marand
Mine was delivered to them on the 4th March as well, received on the system 21st March. But it’s still on ‘Document Received’, hasn’t even gone into processing yet.@applewine
Oh wow, you must be on fire right now 🙁 I hope you get yours in time for the flight. Sounds like you’ve gone through quite a bit to push it. I’ve seen guideline documents on gov.uk for HMPO examiners to formally give passports to customers who want to collect their passports in person, so fingers crossed that won’t be too difficult for you.It’s been exactly a month since my application got delivered, it was marked as ‘document received’ only two weeks ago and hasn’t even gone into processing yet. It was only before this past weekend that I heard about my nan so I’ve been doing everything I can to push this. I got through to someone who was rather helpful today after almost 2 hours on wait, I explained the situation and told him which day last week I had sent the evidence to the email address I was given. He said somebody should have contacted me by now, but since no one has he’ll get in touch with the examiner of my application to enquire about it.
@applewine @ applewine
Hi,
Thank you so much. That’s very good to know. I’m sorry to hear about your father in law. Can I ask how you contacted the customer care management team, please? All I could find online is the advice line. I also tried that number that some people on here have been calling (0300 123 1973) but one person had a very agitated tone “How did you get this number?”. I’ve gotten a bit scared since so haven’t tried that number again.@marand
Mine was marked as documents received on 21st March (last Monday), delivered on 4th march. Nothing else since 🙁@llmumma
Hi, no I haven’t. Been checking every day. I thought it was going to be approved by the end of this week, considering many people get approved after just a few days of their applications being marked as ‘document received’. I guess it depends on whether the application is automatically processed or manually done by an examiner. Renewals are usually automatically done. Is your case a renewal or first child? Mine is a renewal but it’s for a name change, so I had to send it some documents like deed poll and prooves that I’ve been using my new name in other documents, meaning it has to be manually processed by someone. So I guess it’s gonna take a bit longer than those who are automatically processed.Thank you. Just to let you know mine has been updated to ‘Documents received’ now. Literally within the hour of my call to them. So that took just over 2 weeks (from physically receiving the documents on the 4th) for them to acknowledge. Maybe yours will hopefully get updated soon too if it hasn’t already. And yes, like you, I hope that was the slowest part of the process.
