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Her Majesty's Passport Office, Liverpool

Her Majesty’s Passport Office is the sole issuer of passports to British nationals across the globe, and is responsible for civil registration services in England and Wales through the General Register Office. As a directorate of the Home Office, we contribute to achieving the Departmental priorities of securing our borders and reducing immigration, cutting crime, and protecting our citizens from terrorism. Each year HM Passport Office issues over six million passports to British nationals living in the UK and overseas. It also provides a passport validation service (PVS) to support the business community and government departments in preventing fraud. HM Passport Office has seven passport processing offices and 11 interview offices across the UK, plus a Customer Contact Centre in Southport.

20 January 2020
North West
Local Alliances:
Liverpool Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

HM Passport Office is committed to providing high standards of customer service and offers a range of passport application routes to satisfy the varying needs of our customers. We have recently commenced a supportive digital application route with our partners at main Post Offices throughout the UK where trained staff are on hand to help customers submit their passport application online. We also have a passport advice line to provide telephone assistance to customers who have any queries and a web chat option for customers requiring support through our digital application route, accessed via www.gov.uk. Customers wishing to take advantage of one of our premium services by applying in person at one of our Passport Office Customer Service Centres are able to request additional support and a quieter environment to discuss their application and this may be extremely beneficial to customers with Dementia or their carer’s. Gov.uk information pages also contain helpful advice for applicants with a disability wishing to apply for a passport https://www.gov.uk/passport-services-disabled. At HM Passport Office in Liverpool, we commenced a programme of Dementia Awareness sessions for all customer facing staff in November 2019, this has created greater awareness and understanding of the condition and ensures customers with Dementia are provided with the support that they need when visiting the office, in addition to equipping staff with the knowledge and support available should they become carers of relatives with dementia themselves. Our guidance team have also attended an awareness session to enable them to consider the needs of customers living with dementia when drafting new guidance relating to our services. Her Majesty’s Passport Office provides a range of supportive employee policies and procedures to provide guidance to staff and their managers who are either carers of people with dementia or undergoing diagnosis with a related medical condition themselves. Employees are also able to take advantage of a number of supportive measures such as carers support groups, a comprehensive employee assistance programme and carers charter.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

As an organisation we are continually reviewing the services that we provide to ensure that they meet the needs of our customers. Within our work towards becoming a Dementia Friendly office at HM Passport Office in Liverpool, we will address the challenge of resources in terms of delivering awareness sessions on Dementia and the time needed to do this, by continuing to organise a regular programme of short awareness sessions. We will then be able to provide a consistent approach to supporting any customers with dementia. To meet the challenge of keeping employees informed of the supportive policies and procedures available to them, in addition to the support they can access personally, we will provide regular staff communications via a range of channels.

Member website


2. Actions

  • To raise awareness of Dementia via Dementia Action Awareness Sessions

    To roll out a programme of Dementia Awareness sessions to all public facing staff and offer the same awareness opportunity to others who wish to increase their knowledge and understanding. The current programme commenced in November 2019 and will be ongoing to capture new employees joining these teams.

  • Raise awareness of Carers related policies

    To raise awareness of HM Passport Office’s carers related policies and promote these policies on a regular basis.

  • Promote becoming a Dementia Friend

    Encourage staff who are willing to, to become Dementia Friends. We will do this via our Dementia Awareness Sessions.