Home Office
The Home Office EU Citizen/Settlement Application Queries helpline provides support for EU, EEA, and Swiss citizens applying to the EU Settlement Scheme. Services include guidance on eligibility, documentation, and technical issues. Callers can also receive status updates on their applications. The helpline operates Monday to Friday from 08:00 to 18:00 and Saturday from 09:00 to 13:00. It is closed on Sundays. Wait times can be long, especially during peak periods or after policy updates. To minimize wait times, consider calling during off-peak hours, such as early mornings or late afternoons.
Updated 4 Nov 2025
Expected outcomes
- Receive application status update
- Get eligibility guidance
- Resolve technical issues
- Provide documentation support
- Refer to Assisted Digital service
- Escalate complex cases
- Verify identity for updates
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Personal details
- Application reference number
- Proof of identity
- Details of residence
- Relevant documentation
- Device/browser details
- Reason for assistance
Known issues
Callers often experience long wait times, particularly during peak hours or after major policy changes. To reduce wait times, it is advisable to call during off-peak hours, such as early mornings or late afternoons. Complex cases involving vulnerable applicants or missing documents may require escalation to specialist teams, which can extend processing times. For technical issues, providing detailed information about the device and browser can help resolve problems more efficiently. If digital access is a barrier, the helpline can refer callers to the Assisted Digital service for further support.
