Change of https://www.gov.uk/government/publications/how-we-communicate-with-customers

Change description : 2025-07-15 16:32:00: Guidance updated as detailed in first section. [Guidance and regulation]

Showing diff : 2024-08-16 10:05:04.041401354 +00:00..2025-08-07 22:47:46.750281698 +00:00

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
1516 JulyAugust 20252024 — See all updates

Documents

How we communicate with customers (accessible version)

HTML

How we communicate with customers

PDF, 417 KB, 46 pages

Details

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

Updates to this page

Published 11 October 2021

Last updated 1516 JulyAugust 2025 + show hide all updates" href="#full-history">+ show all updates

    2. Guidance updated as detailed in first section.

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Update history

2026-07-22 14:20
This guidance has been updated, a full list of changes can be found in the guide.

2025-07-15 16:32
Guidance updated as detailed in first section.

2024-08-16 11:04
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.

2022-11-16 10:48
Updated guidance.

2022-03-04 17:12
Guidance updated. See ‘Changes from last version of this guidance’ section for a full list of changes. Added a HTML accessible version.