Guidance
How we communicate with customers: caseworker guidance
Tells HM Passport Office staff how to communicate with customers.
Documents
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 -
Guidance updated as detailed in first section.
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.