By Milton Tella – The primary role of an embassy is to assist its citizens, who travel to or live in the host country. Nigerians in the UK may not have experienced the standard services expected of its embassy in a long time, but in this new dispensation, the frustration of the past has given way to visitors leaving the Mission with a smile.
The quick turn around and disappearance of the regular queue for passport application at the Nigeria High Commission London has been receiving applause from different quarters. Service users have taken to the Google platform to review the services obtained from the Mission.
African Voice appraised the messages from both Nigerians and non-Nigerians on their experiences at the Nigeria High Commission London in the past two months (June – July 2021) to assess the impact of the new High Commissioner, His Excellency, Ambassador Sarafa Tunji Isola.
A member of staff at the Immigration Section of the Mission told African Voice that the department has witnessed improvement in service delivery since the arrival of the new High Commissioner in May 2021, a man he described as an astute administrator.
African Voice has observed that the new action man at the helm of affairs, seems not only determined to bring passport processing experiences of Nigerians in the UK to be at par with other developed countries like Britain, Ambassador Isola is equally determined to improve on the Nigeria – UK bilateral relations.
At his recent visit to Chatham House, the Royal Institute of International Affairs, he had fruitful deliberations on the policy direction of Nigeria and the UK.
In less than 100 days in office, His Excellency, Ambassador Isola has injected a new work ethic into his entire staff at the Mission House. His message to Nigerians in the UK to commence application for new passports six months before expiration and the introduction of a Fast Track window for urgent application is delivering results.
So, as the Nigeria High Commission London transits into this long expected improvement to international best practises in its handling of passport issuance, it is important to document the experiences of some of the service users. In the words of the reviewers, “If we flag up and reprimand where and when necessary, we must also appreciate when a good job is done.”
Isaac Olaiya Scored 5/5
I have heard a lot of stories about the corruption and the unruly attitude of the members of staff at the Nigeria High Commission London before I went there for my passport renewal on the 8th of July 2021. The approach of the staff right from the entrance point to the exit point was a total opposite of what I heard about the commission. I was made proud to be a Nigerian on this foreign land that day. Nobody asked me for any bribe and they did all they needed to do for me legitimately and with all due respect. I paid for fast track on postal order and presented my passport renewal support letter at the commission and they all supported me and ensured that I got my passport renewed that same day. I’m proud of the commission.
Thank you!
Bakee 5/5 scored
I am highly impressed by what I experienced in the Commission today. Opened 0900 on the dot to attend to customers. Staffs are highly respectful and efficient. They were patient to answer customers and NO MIDDLEMEN. Even online application was easy and payment method adequate. Charges for renewal had reduced ($77 I paid) and I did not spend more than one hour at the Commission. I am proud to be a Nigerian looking at these services. In fact the type of followership we have depends on the type of leadership. We should commend the new Commissioner for a job well-done. He had reformed the Nigeria House. May God bless him. I wish this change were reflected in other overseas missions and even in Nigeria itself. I can score the Mission 95%.
Chuka Onwuka scored 5/5
My experience at the High Commission today simply put…IMPRESSIVE.
I’ve heard lots of negative comments and was prepared for the worst service experience…Alas, my worst fears were not confirmed and I was attended to for exactly 43 minutes for a family of 5.
Kudos to the new service standard and experience. I hope that the standard is maintained, as this will restore the hope of all Nigerians in the diaspora.
Sinmileoluwa Mustapha scored 4/5
Better Service than what we’ve been told. Finished fairly early enough.
It will be better if the staff are more courteous. Felt like being in Lagos, Nigeria once within the premises with the attitude of the staff. The commission could invest in training staff or better still employ people that are at least trained here as they can help increase the efficiency and improve the image of the commission.
Another important aspect for the commission to look into is to invest in building a database so that people don’t have to return physically every time for a renewal.
Chidinwa Onwuka scored 5/5
When compared with the negative stories I heard about the Nigerian Commission in London, it was a completely different experience once I got there. Apart from having to get there so early and not have enough sleep, the service and staff were so professional and prompt. My family and I spent less than 1 hour finishing the whole process. It was so orderly and the environment was comfortable and clean.
Esther and Isaac scored 4/5
We hear a lot of the negative and hardly the positive! I went to the Nigerian High Commission on 24/6/21. Unfortunately I had to get there at 6am, and met 7 people already on the queue. Waited for hours and then the process thereafter was SMOOTH! I was out of the embassy within 45 mins once I entered. I was impressed with the service I received. Now today, 9/7/21, I have received my passport via post. Well – done guys!!!
Larry Noble scored 5/5
It is unbelievable that we have good people at the Nigeria Embassy in London. They are ready to look after their citizens. I was treated with ultimate respect, and fairness. No bribe, no harassment, no shouting, passport done on time. As many as we were, things were done very well and fine. Kudos, to the Ambassador and the entire staff.
Raymond Adewunmi scored 5/5
I’m surprised to come into the High Commission by 10am and leave within two and half hours after submitting my application for renewal and capturing my documents. It’s amazing and thanks to the new high commissioner for this.
Shade O, scored 4/5
Had to just show up without an appointment since I had paid in November 2020 but hadn’t received a biometrics invite. Once I passed the hurdle of going inside the commission, the rest of the process was surprisingly straightforward.
It helps if you have all the required documents ready as well. The staff got on with their job. All in all, not nearly the bad experience I was dreading.
Pearl Morrison scored 5/5
I paid for passport renewal in August 2020 but due to all the various lockdowns, I was only able to attend for biometrics on the 21st of May after receiving an email invite from the high commission. Having flown in from Scotland, I got there around 9.45am and was done by 11.45am, which I find very commendable considering my past experiences. We were told to expect our passport on the 22nd of June but to my amazement my passport arrived on Wednesday the 26th of May, now that is impressive!
I find that the people that are complaining are probably those that just turned up at the high commission without an email detailing date and time and expecting to wangle their way in. Like everything in life, there is definitely room for service improvement but we should cut them some slack as well for getting some things right.
Adeoye Henry scored 3/5
It was a day’s shift and a terrible experience at that. It hurts me more because I took my wife and 2kids with me to process Nigeria passport for them for the first time. We arrived at the venue by 9:48am and joined the queue. We managed to get through the entrance door at 10:55am and behold, the theatrical scene I saw with my own eyes was unbelievable.
People were packed inside like sardine – No social distancing and it will be something of disgrace for me to upload the pictures of that kind of scenario on social media as a Nigerian.
I tell you what, most of us that came in at the same time with invitations and no issues left there after 4pm. We practically finished by 4:25pm, so tired as we were being sent up and down the stairs to listen to our names.
The saddest situation was that, while we were all waiting for our numbers to be called, 2 guys kept boycotting the protocol and taking people that they either had prior arrangements with before or after their arrival in the office. Even when they were both confronted, yet they were unperturbed and just ignored the voices of the masses and carried on.
I wonder who is really in charge of this office but I tell you, this is a disgrace and a national embarrassment. Somebody needs to regulate that office, it lacks direction and organisation completely despite being in London, UK.
If everyday is like 30/04/2021 then, my advice for you is to get yourself packs of breakfast and lunch and be ready to spend the whole day at the Nigeria High Commission whenever you are visiting.
It should be noted that, Adeoye Henry’s experience was before the new High Commissioner, His Excellency, Ambassador Sarafa Tunji Isola resume duty in May 2021.
Kindly follow us on twitter:@AfricanVoice2
