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Enquiries about permission to stay and settlement


This page contains contact details for our Croydon contact centre, which can answer enquiries about the Immigration Rules' requirements for permission to stay and settlement in the UK.

The answer to most enquiries can be found on this website, so please read the relevant section for your application type before phoning. The most popular sections include:

Progress enquiries

You do not need to contact us to check the progress of your application. We will contact you as soon as a decision has been made or if we require further information.

Booking an appointment

To make an application in person at one of our public enquiry offices, you can book an appointment. Appointments are available throughout the day. If suitable appointments are not available before your permission to stay in the UK expires, you should make your application by post or leave the UK and apply for entry clearance.

If you book a premium appointment and you want to apply using the interactive application forms (which includes online payment of your application fee), we advise you to complete the form and payment between 2 and 5 days before your appointment. This is to ensure that you apply using the latest version of the form and pay the correct fee.

If you want to submit an application but do not know which application form to use, visit the form finder. If you wish to notify us of any specific requirements before you arrive for your premium appointment, this can be done by email to the immigration enquiry bureau at the address below.

Requests for the return of documents

If you have applied under Tier 2 or Tier 5 and would either like to request that your documents are returned or would like to withdraw your application, see the Request form for documents and withdrawl of application - Tiers 2 and 5.

If you have applied under any other route and would either like to request that your documents are returned or would like to withdraw your application, you should complete the Return of document request form.

For all applications other than European and nationality applications, if you request the return of documents, your application will be automatically withdrawn and your application fee will not be refunded. For certain application types travel on an applicant's passport will invalidate the application and it would be deemed withdrawn. Please check the guidance notes relevant to your application type for further details.

Requesting the return of documents for European and nationality applications will not speed up the decision-making process as all cases are considered in strict date order.

Documents are normally returned within 20 working days but it is recommended that you do not book travel until you have received your documents.


  • Croydon contact centre

    The Croydon contact centre can provide information about the Immigration Rules' requirements for permission to stay and settlement in the UK. They cannot provide estimated completion dates for applications.

    Please note that you may experience longer than usual wait times.  We apologise for this and would like to assure you that we are doing everything we can so that your call is answered as quickly as possible.

    It is often easier to get through later in the day. The cost of your call will vary depending on your network provider, and it is likely that calls from mobile phones will cost considerably more. We strongly recommend that you check with your network provider for potential costs. Please be aware that phone calls may be recorded for quality purposes.

    Contact details

    Phone: 

    0870 606 7766

    Textphone: 

    0800 389 8289 (the contact centre also accepts calls by text relay and other similar services)

    Address: 

    UK Border Agency, Lunar House, 40 Wellesley Road, Croydon, Surrey CR9 2BY

    Opening Hours: 

    Monday to Thursday 09:00 to 16:45, Friday 09:00 to 16:30 (excluding public holidays).