Guidance

How we communicate with customers: caseworker guidance

Tells HM Passport Office staff how to communicate with customers.

• From: HM Passport Office
• Published: 11 October 2021
• Last updated: 22 July 2026
  Show all updates

  1. 22 July 2026

     This guidance has been updated, a full list of changes can be found in the guide.

  2. 15 July 2025

     Guidance updated as detailed in first section.

  3. 16 August 2024

     This guidance has been updated to tell you how to include more than one template from the Comms Builder in the email to the customer.

  4. 16 November 2022

     Updated guidance.

  5. 4 March 2022

     Guidance updated. See 'Changes from last version of this guidance' section for a full list of changes. Added a HTML accessible version.

  6. 11 October 2021

     First published.

Documents

How we communicate with customers (accessible version)

HTML

Details

This guidance tells HM Passport Office staff about the different ways to communicate with customers.