Phoned again today – was passed through to the progress team (took about an hour) and she said upgrade team are not working today. I explained I sent an email last Tuesday and she said I should have got a call by now. She’s now put a note on our application and said to expect a call in the next two days… Been told “next two days” so many times now… Oh well, will just have to call up again tomorrow to keep chasing. She also emphasised that it is a request and it is not guaranteed, but either way they should contact you to let you know.