Skip to main content
Guidance

Tiered application service: caseworker guidance

Tells HM Passport Office staff about the tiered application service and the different service levels we offer.

Updates to this page

From:
HM Passport Office
Published:
9 November 2021
Last updated:
20 April 2026
Show all updates

  1. Updated the sections 'Who can apply for the Digital Fast Track service' and 'Digital Fast Track service', to tell examiners the 7 calendar day service level agreement for Digital Fast Track excludes Sundays and Bank Holidays.

  2. Updated details about the Premium service and the Digital Fast Track service.

  3. The tiered application service guidance has been updated.

  4. This guidance has been updated to make it clearer the Upgrade Service is not always available to customers.

  5. Added accessible version.

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

  7. Accessible version added.

  8. First published.

Documents

Tiered application service: the service levels we provide (accessible version)

HTML

Tiered application service: the service levels we provide

PDF, 328 KB, 24 pages

This file may not be suitable for users of assistive technology.

Request an accessible format
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email alternativeformats@homeoffice.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This guidance tells HM Passport operational staff about TAS (tiered application service). We use TAS to describe the different service levels we provide, including:

  • what the different service levels are
  • who can apply for what service level
  • who can upgrade their application to another service level
  • when to downgrade an application service level
  • TAS exceptions

Sign up for emails or print this page

Related content