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EU Settled Status Scheme

Centres Area

We are live!

The EU Settled Status scheme went live in a public test phase on Monday 21 January 2019. Welcome to all centres now onboard, we are now receiving enquiries and booking appointments for assisted digital support.

BPSS Checks

Thank you to all those who have submitted full names and email address of your staff who will be delivering the support for BPSS checks. If you haven’t already done so, it is important that you supply these immediately via centres@we-are-digital.co.uk so that we can submit them for checks and those staff can then sign up for one of our training webinars. Only staff who have cleared the BPSS checks and attended the training can deliver the support.

Opening Hours

We also need the times of when you will be offering the service and bank account details – including sort code, account name and name of bank – if you haven’t already submitted them. Once we have had all this information and your staff have cleared the BPSS checks we’ll be able to book appointments at your centre!

Biometric Enrolment Services

It is possible people will ask you for help with this although it is not part of our project. UKVI has recently made changes to biometric enrolment services meaning people applying for work or study visas, settlement or citizenship from within the UK are able to make appointments to use new, modernised and efficient service centres. There are core service centres in Manchester, Birmingham, Glasgow, Cardiff, Belfast and Croydon.  In addition, there are around 50 enhanced service centres nationally, which are available to customers for a charge, and a premium lounge located in London.

The modernised service means that most people applying in the UK will be able to submit their biometric information including photos, fingerprints, and signatures as well as their supporting evidence at a single appointment. The previous system required an individual to make an application, send their documents to UKVI, who retain them until the application is completed, and enrol their biometrics separately. To help improve peace of mind for customers using the centres, it is now possible, in most cases, to take digital copies of evidence meaning that people won’t have to hand over important documents, such as passports, while their applications are processed. The majority of people complete their applications online via gov.uk. Once they have paid for and submitted their application online they will be seamlessly transferred across to a separate website hosted by our commercial partner Sopra Steria, where they can choose a UK Visa and Citizenship Application Services centre (UKVCAS) to attend, pick an appointment time and book this all online too.

Customers are led intuitively through the online application process making it clear what they need to do and when. In addition, there are also 7 dedicated Service and Support Centres (SSC), which will transform the experience for people who need more support with their applications. Experienced frontline Home Office staff will help those who need extra support to better understand their circumstances and if necessary, take the appropriate safeguarding action. These SSCs are in Belfast, Cardiff, Croydon, Glasgow, Liverpool, Sheffield and Solihull. If a customer is signposted to an SSC, the appointment is currently booked by phone – in the near future this will be online instead. Again, customers are clearly signposted to this phone line (and will subsequently be signposted clearly to the online booking system) in the appropriate circumstances.

You will find an A3 and an A4 poster in “useful documents” below. Please download and print to advertise the service in your centre.

We’ve already had over 200 people attend one of our training webinars, which are being well received by participants. They last about an hour and cover all aspects of the EUSS scheme and UKVI, so you are well prepared to give assisted digital support to our fellow citizens who need this help. 

We will be running a handful of further webinars and dates will be emailed; however please remember a live recording of the webinar is available to download and can be shared with your colleagues working on this project.  We are looking at providing other basic training materials to be completed online or via a recorded webinar on safeguarding so watch this space.

It is vital that you invoice us at the end of each month for the number of appointments that have been delivered that month and for which a survey is completed.  You must include:

  • the applicants’ unique ID (reference number)
  • the length of the session
  • the date of the session. 

Please note that we cross check for completed surveys on receipt of the invoice and the completion of the survey does not automatically generate a payment

For a handy invoice template see “useful documents below”.

Session Length – there are a couple of scenarios where the session that has been pre-booked is subject to change:

Scenario One

If an applicant attends with family or friends who also require help, when the appointment had been pre-booked for that one applicant only, it is not automatic that you will receive payment for additional applicants supported. You must contact the call centre at the start of the session to gain authorisation for any additional applicants; if this does not happen this will result in payment for one applicant only on completion of their survey despite the number of applicants you may have assisted.

Scenario Two

If during the session if it becomes apparent that you cannot help the applicant in the allotted time, you must contact the visa support line on 03333 445 675 during the session to notify us of this and gain authorisation to support further. Failure to do so may result in the centre only being paid for the original time allotted.

If you are helping people upload documents to the Home Office website via a scanner or by taking a photo please ensure that you do not inadvertently store documents on your equipment or systems. Some of the documents can be very sensitive (eg bank statements) and you do not need to retain them. If you could let us know if you will have the use of a scanner or camera as that would be helpful. Please don’t use your personal phones to upload documents.

Devices

Devices are currently being sent out to centres so if you have not already received one please get in touch and we will talk you through the process of obtaining one and sent you the relevant documentation. Once you have returned this we will send out your device by courier. Please remember for the devices to work they will need to connect to your local WiFi. 

Please note a device is not essential for completion of this process – support can still be given by the centre.  If there is no device present the applicant will need to post their documents to UKVI rather than scan them at the centre.  A guide on how to do this is detailed within each respective application.

It’s possible, once word gets out that you are part of this project, that you may be approached by journalists to talk about the scheme. The Home Office are handling all the media to do with this project and you should refer any requests to the Home Office Press Office on 020 7035 3535. Please don’t engage with the media.

Now the scheme is fully live we will shortly be commencing regular conference calls with you all. This will be an opportunity for you to raise issues with us, share good practice and talk about your experiences to date and for us to share with you any changes or developments you may need to know about. It will also be an opportunity for us to gather information that we can share with the Home Office about the experiences of those using the scheme. We will keep you updated on these calls via email.

We now have a nationwide coverage of over 300 centres; however there are still gaps in our network in certain areas.  If you have partners that you may work with in other areas please direct them to our dedication webpage https://www.we-are-digital.co.uk/ukvi/ for further  information on how they can get involved; or they can contact us via centres@we-are-digital.co.uk

Gaps in the network:

Scotland

  • Scottish Borders
  • Inverness-shire
  • South Ayreshire
  • Perth & Kinross
  • Galloway & Dumfries
  • Paisley
  • Fife

Northern Ireland

  • County Tyrone
  • County Londonderry

Wales

  • Gwynedd
  • Powys

England

  • Teeside
  • North Yorkshire
  • West Yorkshire  (Wakefield/Leeds)
  • Derbyshire
  • Lincolnshire
  • Nottinghamshire
  • Norfolk
  • Wiltshire
  • Hampshire
  • North Devon
  • Dorset

If anything hinders your ability to meet our pre agreed dates and times, please contact the triage line directly so that we can ensure the necessary changes are made. The contact number for our call centre is 03333 445 675

If you have to cancel an appointment on the day or the day before, or if you have a no show, you will need to contact the applicant directly to rearrange.

Please ensure that your centre’s inbox is being monitored for referrals, as we aim to give you at least 24 hours’ notice that you have an applicant coming to your centre.

Feedback on appointments is most welcome, particularly if it helps us identifies flaws. You can send feedback into centres@we-are-digital.co.uk if you can detail the applicants unique ID, time/date of appointment and your centre, that would be most appreciated.

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Training Webinar

Useful Documents

Useful Links

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Safeguarding for UK Visas and Immigration

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Quarterly Call - 26 Nov 2020

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Windrush Training

During the COVID 19 Pandemic We are Digital has changed its working practices to ensure the safety and well being of its Staff, Customers and Partners who support the business. We are in a fortunate position that we have been able to continue to support and help our customers by moving to a remote learning option in most cases. As the UK starts to relax the lockdown we are reviewing and planning how we phase a return to our normal business operations.

 

Staff

We will be introducing a phased return to the office for some of the team who will benefit from being back in an office environment. Strict social distancing measures will be in place and reviewed on a weekly basis to reflect any new guidance issued by the government or health advisors. These measures will include reduced workstations to enable the 2m rule; where the individual is able to work from home they will continue to do so. Hand sanitiser and anti bacterial wipes are available at every workstation and key touchpoints throughout the office. All meetings will be held using remote software unless this cannot be done in which case individuals will be asked to review the need for the meeting to take place.

 

Partners

We will work with our Trainer Network and Centre Networks to offer guidance and support on how best to plan for their return to normal operations. Where it is possible we will ask our partners to continue to deliver training content remotely. If a Partner has deemed that they are ready to conduct face to face training we will ask them to provide evidence of their risk assessments and statement to meet COVID 19 Secure guidelines. If there is a need for the training to take place face to face we will protect our partners by ensuring that the booking team have ascertained that the customer or anyone in their household is not currently showing symptoms of COVID 19 or haven’t been advised to self isolate following potential contact.







Silver Training has undergone a complete rebrand and will now be known as We Are Digital. Our services remain the same. We hope you enjoy navigating our new website!

FAQs

INFRASTRUCTURE

You will need computer and internet access to complete the application in full. There is a downloadable App that allows you to scan and upload your details. Devices will be sent out to centres to assist with this process and a guide on how to do this is detailed within each respective application. A device is not essential for completion of this process – support can still be given by the centre.  If there is no device present the applicant will need to post their documents to UKVI rather than scan them at the centre. The app is not currently available on Apple.

Yes, privacy screens are recommended but this cannot be funded. Therefore, we would advise you make clear to applicants to be aware of shoulder surfers. We recommend discretion when talking in public – applicants will need to input payment details when going through the process. You will also need a scanning facility to enable the applicant to upload documentation

We are not able to answer this question as it’s unknown, we will work closely with the Home Office to identify likely peaks. We will however only send you applicants at the pre-agreed days and times of your choosing.

No, we only book as per your agreed days and times with us – in short, we book at your convenience 

No, we do however ask you to operate within your resource so as not to incur any additional costs.

TRAINING

WAD deliver webinars that cover the end to end process. The Home Office have assured us that the process for applying for the EU settled status is simple and easy to deliver. The webinars cover all aspects of the service, including the lower volume Visa renewals for non-EU residents. A recording of the webinar is also available as a permanent resource on our dedicated centres area website.

That is not an issue for you as a delivery centre, we are only providing assistance in using technology and filling in the forms, not Immigration advice.

The EU Settled Status Scheme (at this juncture) runs until June 2021 – our preference would be you sign for this duration, if at any point you wish to scale up or down your agreed hours, that is something we can look at and amend accordingly.

No, provided you do not give immigration advice as a part of this work, if an applicant asks you for adice – you must direct them to https://www.gov.uk/find-an-immigration-adviser

In our communications out to applicants, we advise them to only seek immigration via the above link or a reputable solicitor. We also remind interested centres this is only about delivering assisted digital help. This will form a part of our quality assurance of the entire service.

This will be covered in the training. Guidance can be found on Gov.uk

We do not have information on take up in different areas as there are so many variables. However, we have data on where there are concentrations of EU citizens. Where needed, we will source multiple venues in densely populated areas to meet demand.

This differs based on need. For example, the settled status applicant is anticipated to take up to 45 minutes. A standalone Visa is anticipated to take up to 90 minutes. When we confirm a booking with you, we will detail the anticipated duration. In exceptional cases a centre may contact We Are Digital to request an extension of the session. Please note that this must be done during the initial appointment.

The scheme went fully live in March 2019

PAYMENT

We will pay you quarterly. For the settlement scheme, it’s anticipated most support will be 45 min, for other visas it could be up to 90min.

  • £25.00 –  45 minutes
  • £33.33  – 60 minutes
  • £50.00  –  90 minutes

No, you can invoice all completions per month for the number of appointments that have been completed that month and for which a survey is completed.  You must include:

 

  • the applicants’ unique (ID) reference number
  • the length of the session
  • the date of the session. 

 

Please note that we cross check for completed surveys on receipt of the invoice and the completion of the survey does not automatically generate a payment

Yes, payment requires the completion of a survey at the end of your session. The applicant will have a unique ID which will need to be used in the survey. Payments are only made based on completed surveys.

 

Session Length – there are a couple of scenarios where the session that has been pre-booked is subject to change:

Scenario One

If an applicant attends with family or friends who also require help, when the appointment had been pre-booked for that one applicant only, it is not automatic that you will receive payment for additional applicants supported. You must contact the call centre at the start of the session to gain authorisation for any additional applicants; if this does not happen this will result in payment for one applicant only on completion of their survey despite the number of applicants you may have assisted.

Scenario Two

If during the session it becomes apparent that you cannot help the applicant in the allotted time, you must contact the us during the session to notify us of this and gain authorisation. Failure to do so may result in the centre only being paid for the original time allotted.

No this is expressly forbidden; the service is free to the applicant.

The Home Office is paying for this service through We Are Digital as a prime contractor

Useful Links