23 January 2012

As part of our strategy to move our services online, we are replacing our phone line for postal applicants in the UK who want to book appointments to enrol their biometric information.

From 1 February 2012, postal applicants will need to book these appointments online.

Before you can book an appointment online, you must register by creating a customer account on our 'Apply online' service. You will need a valid email address. You will then be sent password details, which will allow you to access your account and book your appoi... ntment. For more information, see our Booking an appointment (postal applications) page.

Also from 1 February, an email service will replace our biometric residence permit helplines (0300 123 2412 and 0300 123 4699). You will need to email:

• This e-mail address is being protected from spambots. You need JavaScript enabled to view it if there is an issue with the delivery of your biometric residence permit;
• This e-mail address is being protected from spambots. You need JavaScript enabled to view it if there is an error on your biometric residence permit;
• This e-mail address is being protected from spambots. You need JavaScript enabled to view it to report the loss or theft of a biometric residence permit; and
• This e-mail address is being protected from spambots. You need JavaScript enabled to view it if you are an employer or sponsor and you want to confirm that a biometric residence permit is valid.

If you do not have email access, you will be able to send your enquiries by Freepost to:

Freepost RRYX-GLYU-GXHZ
Returns Unit
PO Box 163
Bristol
BS20 1AB

Customers can still use the phone services until 31 January.