HM Passport Office

"Friendly, efficient, compassionate, funny and amazing staff at the Newport office from security to reception to examiner - I can’t believe I’m saying this after driving from Essex all the way to Wales but it was an absolute joy. The staff here should be used a training ground for all other government staff in the service functions. They’re dealing with a lot of stress at the moment with strikes looming but none of that was evident. They have my full support. Thank you all and having been robbed at the weekend I can now attend my sons wedding in New York next weekend because of your compassion. I won’t forget it."

"My 15 year old daughter had to attend the appointment for a fast-tracked application on her own, unexpectedly at the last minute. She (and we!) were naturally nervous about her doing that, but the staff could not have been more helpful and friendly. She came away with her confidence really boosted as well as her passport sorted - thank you so much to all the staff at Newport Passport Office, not often such brilliant customer service is experience is evidence in the public sector, you really are an example of what can be achieved with a strong team of warm-hearted people!"

"Arrived at five past three for a three thirty appointment and the ‘small’ man on the desk told me to come back at twenty past. I had to sit outside in the January wind and rain for twenty minutes despite there being available seating in the waiting area. People need to use their common sense and be a little more compassionate to people. The country needs a bloody good shake up. I am a nurse and feel that people should not be treated like this."

"What a joy to visit a Government department that gets it so right. I was served by Leanne who was helpful, professional and a great problem solver. I wanted to change my name after a divorce to my maiden name, on my renewal of my passport. I needed my old marriage certificate which is taken away on a decree absolute, so didn't have it. It felt like an impossible situation as I was told I needed the original. I had all the other documentation! Now, Leanne could have been difficult and insisted on a rescheduled appointment so as I could attempt to order another marriage certificate (what a task that would be!?). I was using the fast track service so as my passport would be accepted on entry to Spain, after the new EU rule change. I had 7 months left until expiry. The old rules stated that you must have at least 6 months on return from a trip which I would have qualified under this criteria. The new rules only allow you travel, taking into consideration the terms of the ISSUE date and not VALID from date. This would mean my passport would have been seen as expired to them, but valid to us, so it was important that I renewed. Leanne helped me. I filled out a legal deed document to tick the box on the change of name, that was countersigned by two witnesses. Fortunately, I had all other documents to prove I am using my maiden name. The renewal component was covered, anyway. I couldn't have done this without her help. I am truly grateful to her. Thank you, Leanne! On a practical issue, there are parking spaces adjacent, near Asda, in a residential area. No car parking at the office."

"I came today for my fast track appointment. Fantastic staff, they were friendly and professional, everything went smooth, great experience. Now for the down point. The parking was a joke. If a policeman/warden came around here, they would be a millionaire by the end of the day from the amount of cars parked on double yellows. There was even one in the middle of the road. There was a car park, but it was for staff only, with warning signs to anyone else, and there were like two cars in the passport office's spaces. Why not reserve a couple for customers? You could then fine people, who are not customers, for parking there, and make some extra quids towards your coffee stations and staff christmas do. I was 50p 20p-ing it while I was inside, hoping I don't get fined. Not that I'm admitting to parking on double yellows. This was probably the one time in my life that I visit the passport office, as I'm sure it is the case for many more people who come here for the fast track service, what an awful experience it would be if we got a fine. The passport office is not exactly the sort of place you'd think to go and park on a daily basis. Would it really hurt to reserve a space or two for customers who have driven a fair distance? I suspect the cars on the double yellows belong to people who work around the area. If that is the case, a staff only multistory would help, then that would free up spaces in front of the buildings for customers of businesses around the area. It worked well for some businesses in Bristol."