Guidance

Crisis situations, supporting our customers: caseworker guidance

Tells HM Passport Office staff about responding to crisis events in the UK and overseas.

• From: HM Passport Office
• Published: 19 April 2021
• Last updated: 20 May 2025
  Show all updates

  1. 20 May 2025

     This guidance has been updated: with minor reformatting changes; to reflect the change in our sovereign to His Majesty King Charles III; to include references to our contact centres; to change referee terminology; to update the guidance referral process; with terminology changes in relation to international customers.

  2. 22 November 2022

     This guidance has been updated to reflect the change in our sovereign from Her Majesty Queen Elizabeth II to His Majesty King Charles III.

  3. 26 September 2022

     Accessible version added.

  4. 19 April 2021

     First published.

Documents

Crisis situations: supporting our customers (accessible)

HTML

Crisis situations: supporting our customers

PDF, 222 KB, 16 pages

Details

This guidance tells HM Passport Office staff how to respond to crisis situations and the consideration they must give about passports during an emergency or when a declaration of exceptional assistance measures has been made.