HMPO acknowledged that customer queries were being sent from one office to another to be resolved. HMPO told us that it was establishing a ‘Resolution Hub’ to try and reduce the number of contacts a customer query passes through, and thereby improve the customer experience. We asked HMPO what assurance it could give that the new hub would be able to handle customer complaints. HMPO told us that the Hub would be in place in March 2023, in time for the anticipated 2023 surge in demand for passports, but it would not be “perfectly ready”, as this required changes to HMPO’s systems.22 Keeping track of applications – Weaknesses in management information