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Wednesday, 3 October 2023

Passport services for disabled customers and those with particular needs

The Identity and Passport Service (IPS) offers services and facilities for customers with disabilities or particular needs. These services include help with the application process, passport photos and attending interviews, and are free except for phone charges.

Visiting Regional Passport Offices

IPS offices are open to customers by appointment only. You can book an appointment by calling the Passport Adviceline 0300 222 0000. When you book an appointment, please let staff know if you have any particular needs or questions about access.

If you're deaf or hard of hearing

Textphone and Text Relay

The IPS national call centre and each of the Regional Passport Offices has a textphone system with trained staff to answer calls. This service is available to customers with textphone equipment.

The national textphone number is 0300 222 0222. You can use this number to make an appointment at a Regional Passport Office and for all general enquiries. Calls are charged at the national rate.

IPS is also registered with Text Relay, the telephone service from the Royal National Institute for the Deaf and BT. Text Relay is available on 18001 0300 222 0000 using specialist textphone equipment.


Each Regional Passport Office has staff trained in sign language. They will be able to help you fill in your application form and answer any queries. If you need a signer, you should let staff know when you make your appointment.

Induction loops and quiet rooms

IPS offices are fitted with screens and induction loops. A member of staff will be able to tell you which counters have these facilities.

If you find it easier to hear when there is no background noise, IPS can provide a quiet room where staff can speak to you. If you would like a quiet room, you should ask for this when making an appointment.

If you're blind or partially sighted

This website meets government accessibility guidelines and is suitable for use with a screen reader.

Get the guidance booklet in other formats

The guidance booklet to help in completing the application form is available in:

  • Braille
  • audio tape
  • large-print format

Call the IPS Passport Adviceline on 0300 222 0000 if you would like the guidance booklet in one of these formats.

Applying by phone

If you would like to fill in the application form over the phone, call the IPS form-filling service on 0800 138 8808.

A member of IPS staff will fill in the form using information you provide. IPS will then post it to you to check, sign and return with the relevant documents, payment and photographs.

Applying online

If you would prefer to complete an application form online, you can do so using the online form. IPS will print out the information you provide onto a paper form. They will then send you the pre-printed form to check, sign and return with the relevant documents, payment and photographs.

Braille passport stickers

IPS can attach a Braille identifying sticker with the word 'Passport' to your new passport. There is space to request this in section one of the passport application form.

If you would like a sticker for your current passport, you should contact the Customer Services Team at your nearest Regional Passport Office. You will need to send them your passport along with a covering letter.

If you're a wheelchair user

All IPS offices have wheelchair access. Some have toilets for disabled customers. In those that don’t, IPS staff will be able to take you to an appropriate toilet in the building.

If you're unable to sign the passport application form

If you, or someone you're helping, has a disability that means you (or they) can’t sign the form, call the Passport Adviceline on 0300 222 0000.

If your child is unable to sign the form

If you are applying for a child aged 12 to 15 who is unable to sign in section six of the form, you should:

  • leave this section blank
  • write in section eight to explain that the child is unable to sign

IPS will endorse the passport so it says that the holder’s signature is not needed.

If you're unable to meet the passport photo requirements

If you have a physical or mental disability that means you can't meet the passport photo requirements, contact the Passport Adviceline on 0300 222 0000.

Additional links

Need passport advice?

For help, call the IPS Passport Adviceline on 0300 222 0000.

The Adviceline is open:
- 8.00 am to 8.00 pm Monday to Friday
- 9.00 am to 5.30 pm weekends and public holidays

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