Skip to main content

UK Visas and Immigration: Telephone Services

Question for Home Office

UIN 4510, tabled on 18 May 2022

To ask the Secretary of State for the Home Department, if she will increase levels of staffing on UKVI passport hotline following the widespread delays experienced by customers.

This answer is the replacement for a previous holding answer.

Answered on

8 June 2022

HM Passport Office staff have been deployed to support MP Account Management staff, and answer passport-related enquiries to the Home Office’s dedicated MP’s hotline. For the most urgent cases, HM Passport Office staff are also available to conduct in-person passport surgeries at Portcullis House.

We have seen a significant increase in call volumes to the MP enquiry line in recent weeks linked to passport applications situation and the Ukraine situation.

As a result of this we have worked to increase staffing across the MP enquiry line, but more specifically on the HMPO and Ukraine options. We now have up to 25 dedicated HMPO staff available to take calls currently. Additionally we have up to 20 dedicated Ukraine call handlers who will be ready to take calls in the coming days. This will mean from next week there will 4 times more staff operating the enquiry line compared to the beginning of May.

MPs also can contact the Home Office via the MPs Urgent Enquiries inbox or in person at the Portcullis House walk-in hub.

Answered by

Home Office
Named day
Named day questions only occur in the House of Commons. The MP tabling the question specifies the date on which they should receive an answer. MPs may not table more than five named day questions on a single day.