BRP Secure Collection Service - Obsolete training document being circulated

Rohit Ammal Kaitheri made this Freedom of Information request to Post Office Limited

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The request was refused by Post Office Limited.

Rohit Ammal Kaitheri

Dear Post Office Limited,

This is regarding obsolete instructions issued internally to Post Office staff at Wolstanton branch ST5 0BJ on or around 14th March 2021.

I was provided access to Post Office's internal Document titled "Biometric Residence Permit Secure Collection Service Training Workbook", doc ref#443988_secure collection service_A4_v5.indd, dated 28-09-2017 when I went for BRP collection at Wolstanton ST5 0BJ branch. I visited the branch for mine and my 2 daughters' BRP collection as per FOI request letter ref.FOI2021/00098, dated 17-03-2021.

Page 19 of the aforementioned internal training document, section "Checking the link between family members" instructs Post Office staff to carry out following checks in the event of "Family Collection", as below -
"Examine Vignette of each family member. The main applicant will have the name and number of dependents listed on their vignette. Dependents will have the main applicant's name and date of birth written on their vignettes."
To enable collection of my daughters BRPs, I was instructed by staff at the branch to have my daughters' names endorsed by Home Office on my visa vignette, citing aforementioned instructions. Alternatively, I was asked to produce a nomination letter issued by Home Office to enable collection.

This is in contradiction to latest information available for public access on Home Office website (GOV dot UK), which clearly states under section "Collecting a child’s BRP" -
"You do not need to be nominated if you’re also collecting your own BRP and you are named on your child’s vignette sticker."
Home Office doesn't mention anywhere on website that I need to have my child's/dependents' names endorsed on my visa vignette, in the event of what Post Office internal training workbook calls, "Family collection".

There are other obsolete instructions also in the training workbook which I request Post Office Limited to review and retract/revise to align with latest information available on Home Office website.

Why is Post Office Limited still circulating a document more than 3 years old consisting of obsolete information to its staff while latest updated information is easily and accurately available on Home Office website?
This has clearly inconvenienced several customers who go by instructionson Hone Office website. Staff at Wolstanton branch confirmed to me several customers (alike me) were denied BRP collection and turned back through the week starting 15th March 2021 until date of my visit, i.e., 18th March 2021 citing contents in POL provided training workbook.

Please review my findings and confirm reason for circulating obsolete information and planned corrective actions

Yours faithfully,

Rohit Ammal Kaitheri

Information Rights Team, Post Office Limited

Our ref: FOI2021/00209

Dear Rohit Ammal Kaitheri,

Thank you for your request for information which was received on 19th
March. Your request is being considered under the terms of the Freedom of
Information Act 2000.

The Act requires that a response must be given promptly, and in any event
within 20 working days. We will therefore reply at the latest by 20th

Please note that due to members of the Information Rights team being
absent due to Covid-19, it is taking longer to process information
requests at this time and regrettably we may be unable to respond to your
request by the due date identified above. We are progressing information
requests as quickly as possible in these circumstances and apologise for
any delay.

Please remember to quote the reference number above in any future

Yours sincerely,

Jackie Lawrence

Information Rights Team, Post Office Limited

1 Attachment

Dear Rohit Ammal Kaitheri,

Please find the response attached relating to your Freedom of Information


Jackie Lawrence

Information Rights Team

Ground Floor

Finsbury Dials

20 Finsbury Street

London EC2Y 9AQ