Guidance

Premium service: who can apply

Published 4 August 2025

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This publication is available at https://www.gov.uk/government/publications/premium-service-who-can-apply-caseworker-guidance/premium-service-who-can-apply

Version 1.0

About: Premium service: who can apply

This guidance tells His Majesty’s Passport Office operational staff about who can apply using the Premium service.

Contacts

If you have any questions about the guidance and your line manager or senior caseworker cannot help you or you think that the guidance has factual errors then email the Guidance team.

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Publication

Below is information on when this version of the guidance was published:

  • version 1.0
  • published for Home Office staff on 14 October 2024

Changes from last version of this guidance

This is new guidance.

Who can use the Premium service

This section tells HM Passport Office staff about who can use the Premium service when applying for a passport.

The Premium service allows a customer to apply online using GOV.UK, where their application will be made through our Digital Customer Services (DCS) system. The customer can make an appointment to:

  • attend the counter (or send a third party on their behalf)
  • provide any documents needed (including their previous passport)
  • collect their new passport

If the customer applies using the Premium service, they must pay an extra fee and book the collection appointment at the public counter as part of their application. The customer or third party must bring the previous British passport to the counter appointment, so we can cancel it and issue their new passport.

The Premium service can be used if the customer:

  • is an adult
  • is living in the UK and able to give a valid UK address
  • is renewing their passport
  • is renewing an additional passport
  • is not a dual national
  • has not changed their personal details
  • is not upgrading an existing application

The customer’s previous passport must not be:

  • damaged beyond normal wear and tear
  • lost or stolen
  • an Old Blue passport
  • a restricted validity passport
  • a Diplomatic or official passport

Premium service appointments are available at the following His Majesty’s Passport Office sites:

  • Belfast
  • Durham
  • Glasgow
  • Liverpool
  • London
  • Newport
  • Peterborough
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