Thanks for this idea, I was really wondering what my next step should be. 53 days since I applied and 37 days since they received my documents and they’ve not even approved a straightforward renewal. The staff member I spoke to on the phone was rude, she just told me there is no timeframe to get my new passport and there is no way to speed it up, still waiting for a reply on Twitter.
I’m an ex-pat living in Hong Kong and am going to be having hassle/inconvenience with Immigration before too long if I don’t get my documents.
Tip, make sure you include your full name, telephone number and voting address in your email or you will have to do it again!