We’ve just spoken to the customer service management team again. The person we spoke to this time round was more helpful than the last and even helped us draft the email. Although we have been emailing them since last Tuesday, it was interesting to know the emphasis on the capital D, U and T when sending the email to DurhamUpgradeTeam@hmpo.gov.uk. We also mentioned that we would pick the passport up from the London office, which is local to us. They also escalated this to the Upgrade team. Apparently we should hear back by tomorrow afternoon.