Guidance

Delivery addresses for passports and documents: caseworker guidance

Tells HM Passport Office staff how to deal with delivery addresses for new passports and the return of supporting documents.

• From: HM Passport Office
• Published: 13 September 2021
• Last updated: 9 November 2022 — See all updates

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Delivery addresses for passports and documents (accessible)

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Delivery addresses for passports and documents

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Details

This guidance tells HM Passport Office staff why we need a delivery address and how to:

• correctly record a customer’s address to prevent errors and incorrect deliveries of passports and supporting documents
• ask for evidence to use and record an alternative or ‘care of’ address
• change a customer’s delivery address after they send in their application
• confirm an address for a third party or vulnerable person
• check a customer’s address using Digital Application Process (DAP)
• update a customer’s address on DAP
• when and how to use the Application Management System, alternative address field

This guidance must be used for deliveries of new passports and the return of supporting documents. This includes when we have refused the application because the customer has no claim, or the customer has withdrawn their application.

Published 13 September 2021
Last updated 9 November 2022 + show all updates

1. 9 November 2022

   Version 6.0 of guidance added.

2. 28 September 2022

   Accessible version added.

3. 13 September 2021

   First published.