HM Passport Office, Peterborough - Peterborough

Anna D.

Went in today after an absolute mare with their delivery team and customer service advice line. (My identity has been stolen after my passport was not received!) Alison, Rachel and all the security staff who dealt with me today were amazing, went above and beyond and provided a miracle for me. Saved my holiday on Monday!!! Cheers to them, a real credit to the company showing humanism and compassion and the whole process was sooooo quick.

Lerone

A long time ago Passport Offices were associated with queues going round the block, unhelpful staff and bad locations with no parking.

The new HM Passport Office in Peterborough is a huge improvement. I arrived at 9am for a 09:30 appointment on a Friday and there were no queues. The staff were really friendly and helpful and the entire process for a Fast Track Application took ten minutes.

I parked locally in the Asda car park which gives you 2 hours free however there are plenty of other parking options all within five minutes walk of the main entrance. The building is located on the main road and is clearly sign posted. There is a Greggs and Bewitched Coffee shop at the end of the road in Fletton Quays which is very well placed.

The building has plenty of Accessibility options for wheelchair users and security onsite. This is a huge improvement from the old building and an excellent service provided

I used the Fast Track service for my application and in total from the appointment to delivery of both of documents, the process took a total of 3 business days which is excellent. Delivery was secure and tracked with SMS and email updates.

Alvin L.

Could not fault my experience today, I booked an emergency one day passport on Friday just before midnight and got an appointment first thing Monday morning. Passport ready to go 4 hours later as promised. Staff are very kind and considerate.

Vijay

Very good, for a government organisation never thought it could be 5 stars.

Very surprised the people who reviewed before me couldn’t explain the basics of going here, so I will explain it the best I can to help unlike them.

Passport prices are £88.50 for a normal one that can take approximately 3 weeks but they say if they’re busy it could be slightly longer. I needed one quicker for my dad so we paid £166.50 for 1 week fast track. If you need it next day it’s £207.50. Even though we paid for 1 week fast track we got it delivered in 2 days which was incredible.

To get there parking is available literally 2 minute walk away from the office with a huge blue P sign and is opposite the passport office building (see pictures attached). Just pay for 1 hour which is £2.50 ish. Your appointment will be a maximum of 2-3 minutes and they just cut the front page of your old passport if you’re renewing. You get an email and text immediately saying they’re processing your application. The person at the desk will also tell you the latest day you will receive your passport.

The office is very small with a small waiting area with 1 toilet. The security will open the door after you press the buzzer and let one person in at a time. They will ask you what time your appointment is and check your email confirmation. If you’re there more than 10 minutes before your appointment they will tell you to wait outside. If you’re with an elderly/disabled person you can go in with them. If you’re going with someone else they will say you can only go in by yourself. It’s airport security with a scanner and x-ray machine so be expected to take belts, watches, coins and electronics out of your pockets and into an airport style tray.

After you are in the office you go to a self service ticket machine where you “check in” and then receive a ticket. You’ll see a screen with tickets that are being called out and which window to go to. Takes about 10 minutes then a robot voice will call out your ticket number and which window to go to.

The whole process is very easy, you can even take the passport picture on your phone when you do the application for a renewal. Make an appointment at the same time as when you make the application.

Postcode for the office is PE2 8YY, it’s a sharp turn into the street so pay close attention to your sat nav and three building all next to each other look alike, the office does have a sign.

Kalahari S.

Expensive but quick. Renewed my passport online Monday and booked my appointment to collect for Wednesday.

The progress tracker showed it was completed within 25 hours.

The collection process was quick, once you pass through security. Showed the very friendly gentleman my old password, checked for errors on the new one, signed it, answered a few security questions and was done.

Only 4 Stars due to the insane costing.

Vaide G.

Trying to call this department is useless as although I'm using a number on their letter they tell me it's a different department but they cannot put me through or give me a direct line number for the correct team. I was put on hold and then dropped. Emailing the helpline is even worse - 28 working days to respond to an email! How is this even acceptable? In the days of ancient kings when messages were sent on foot was quicker! Total disgrace.

Dhami A.

I visited the Passport Office today - my appointment was at 8.10am and I ran over by a few minutes due to traffic getting into Peterborough. The security guard reassured me that there would be no issue and after a quick security scan, I was ushered in. I sat for maybe two minutes and then I was taken care of by a really friendly and helpful person Muhammad.

Muhammad took his time to go through everything clearly and he was down to earth, caring and fully explained the process. I booked the one week fast track and I will have my passport by this time next week which is perfect as I fly out next Friday.

I have to say, I am very impressed. The online service was quick, simple and easy to follow and the experience in the passport office was fantastic.

Paige C.

I had to have an online passport interview to renew my passport, and I was interviewed by one of the nicest humans I've come across, Claire Jacobs. Thank you very much for your help Claire, and for making me feel at ease, and helping me to get my new passport so quickly. Great customer service!