DVLA backlog: more than 800,000 drivers still facing long wait times
- Number of paper driving licence applications awaiting processing stands at 857,816
- HonestJohn.co.uk steps in to help numerous drivers get their licences
- DVLA says it will clear backlog by the end of May for paper applications and end of September for medical applications
More than 800,000 drivers are still waiting for their paper driving licence applications to be processed, following long delays at the DVLA.
Around 200,000 of those are older than 10 weeks and many of those are drivers’ medical cases.
The DVLA has faced mounting criticism for the delays, which it blames on staff shortages caused by the Covid-19 pandemic and strike action by members of the Public and Commercial Services union last year.
However, media reports suggest hundreds of workers had done no work on full pay for significant periods of the pandemic.
Numerous readers have got in touch with us via Ask HJ after waiting months for their licence application and being frustrated at being unable to get hold of the DVLA.
Hylton Scorer, who applied for his licence at the beginning of January 2022, was so fed up of trying every telephone number for the DVLA but only getting a recorded message that he contacted both us and his local MP Mary Glindon in March.
The DVLA complaints team informed Mary Glindon that they had written to him on 25 March for him to arrange and attend a medical examination with his local doctor and that once they received a response his case would be “reviewed as a priority”.
However, he did not receive this letter until 1 April.
Richard Hudson contacted us in desperation in February 2022 after waiting four months for his son’s driving licence.
His son has a medical condition and has to get his licence authorised every year, which, he told us, is not normally a problem and is approved quickly.
However, this time, when his son applied in October 2021 (as soon as he received a reminder from the DVLA) he heard nothing until HonestJohn.co.uk contacted the DVLA on his behalf.
We then learnt that the renewal had progressed to being with his son’s doctor. However, a month after the doctor had given sign-off, Richard Hudson contacted us again to say he was still waiting on the DVLA.
"The situation was scandalous" HonestJohn.co.uk reader
After a further follow-up from us with the DVLA he finally received his licence - five months after applying.
Richard Hudson thanked us, saying “my son can get his life back now”.
“The situation was scandalous as it was an imposition on someone that was not really in a position to do anything about it,” he said.
“He has a history of mental health problems but the doctor is more than happy that he drives. In fact, it is an essential part of his well-being to have his own transport.”
The situation not only left his son having to walk to work for five months, it also cost him financially as he was still paying for tax and insurance on his car, and had booked refresher driving lessons last December in anticipation of having his licence back.
These are just a few of the many frustrated drivers who have contacted us in recent months. And it is not only drivers with medical conditions who are being hit by the delays.
In April 2021 we uncovered an issue that some over-70s licence renewals cannot be done online, dependent on whether they had a passport with a digital signature.
The DVLA told us that it was developing a new system which would allow customers to upload a signature online.
That system went live in June 2021 but only applies to people making their first application for a driving licence. The DVLA is still developing a system that will incorporate the same functionality for people renewing their licence online and could not tell us when this would be available.
When will the DVLA backlog be cleared?
Following questions from both the Prime Minister Boris Johnson and MP Huw Merriman, chair of the Transport Select Committee, on the delays the DVLA’s chief executive officer Julie Lennard has set out a timeframe for clearing the backlog.
In a letter to Merriman on 18 March she said that the DVLA was “on track to return to normal turnaround time on drivers’ paper applications by the end of May and drivers’ medical applications by the end of September”.
When we contacted the DVLA for clarification we were informed that ‘normal’ turnaround times for paper drivers applications would be up to three weeks (including some time for postage) while for medical applications the target would be 90 per cent of cases within 90 days.
The DVLA has also said that, subject to Parliamentary approval, there will be a change to the law later this year to widen the pool of medical professionals who can complete DVLA medical questionnaires for driving licence purposes.
How many staff are being appointed to clear the backlog?
The DVLA said that since 1 April 2020, its contact centre has recruited and trained 179 staff and a further 150 are being recruited who will start their training between May and July.
The DVLA’s new customer service centres in Swansea and Birmingham have recruited 225 of up to 300 staff who are being trained to process medical driving licence applications as well as supporting customers who have contacted the DVLA by phone.
It currently has 6,350 members of staff, which, it says, is the highest it’s been in seven years (since 2012/13).
Commenting on the backlog, a DVLA spokesperson said: “The backlog is reducing every day and has already halved since its peak during the pandemic, after we took action by recruiting more staff, increasing overtime and opening new office space. Our online services continue to work as normal and customers should use them if they can.
“Paper transactions are being processed in around eight weeks, but more complex transactions – for example where medical investigations are needed – take longer. Such checks were understandably deprioritised by the NHS during the pandemic, impacting processing times. The vast majority of people may be able to continue to drive whilst DVLA has their application provided they have not been told by their doctor they shouldn’t.”
How long is the DVLA backlog?
The number of paper applications awaiting processing as at 25 March 2022 was 857,816.
This is down from a peak of 1.6 million in September 2021.
The DVLA says it normally has around 400,000 paper applications being processed at any one time and it continues to receive around 60,000 news items of mail every day.
What are the current DVLA processing times?
The current processing dates for paper applications, as at 7 April 2022, are:
|
Type of application |
Date currently being processed
|
|---|---|
|
Renew a driving licence with a new photo
|
23 February 2022
|
|
Apply for a first provisional driving licence with UK identity
|
1 March 2022
|
|
Renew a driving licence if you’re 70 or over or after disqualification or revocation
|
28 March 2022
|
|
Apply for a first vocational driving licence
|
30 March 2022
|
|
Renew a vocational driving licence
|
30 March 2022
|
|
Apply for a driving licence with non-UK identity
|
23 February 2022
|
|
Apply for or renew a tachograph card
|
30 March 2022
|
|
Apply to change your name or address on your driving licence
|
28 February 2022
|
|
Tell DVLA about the sale of a vehicle
|
4 April 2022
|
|
Vehicle registration certificate (V5C) changes
|
29 March 2022*
|
|
Apply for a replacement V5C log book
|
16 March 2022*
|
|
Register a vehicle for the first time (including previously used and imports)
|
21 March 2022
|
|
Retain or assign a vehicle registration number
|
25 March 2022
|
When will the DVLA backlog be cleared?
The DVLA has said that it is “on track to return to normal turnaround time on drivers’ paper applications by the end of May and drivers’ medical applications by the end of September”.
‘Normal’ turnaround times for paper drivers applications are up to three weeks (including some time for postage) while for medical applications the target is 90 per cent of cases within 90 days.
When should I renew my over 70s licence given the DVLA backlog?
How do I renew an old style paper licence at 70?
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Chris Massey on 7 April 2022
I have just renewed my licence on line and the new one arrived at home in the post on the third morning. There doesn't seem to be any delay in using the DVLA on line provided that there are no changes that need recording.Maureen Healy on 7 April 2022
I applied last month for renewal of my driving licence due to change of name by Deed Poll.I completed the relevant form - enclosed new photo - postal order (cheque book in old name)
I also enclosed Original deed poll (against my solicitors advice) also stamped addressed envelope
To return my deed poll which cost me £140. Three days later I received back the stamped addressed envelope - EMPTY.
My question to DVLA is what sort of training does it take to carry out this transaction.
I find it beyond belief that such an organisation should think it is acceptable to treat people like this.
I have tried several times to contact DVLA without success - like everyone else. To say they are a national disgrace is possibly the understatement of the year. They seem to be totally unaccountable
To anyone.
This condition has rolled on for over 2 years now - who else could run a business like this and survive?
I no longer expect to see the return of my important document - but it shouldn’t be like this.
Maureen Healy
on 7 April 2022
I am both over 70 & a diabetic having been subject to 3 yearly licence renewal periods for past 30 years.My licence was due for renewal March 2022 and I commenced the on line process early Dec 2021 only to get the message “we cannot process your application on line please try later or submit an application form by post.
Thinking the system auto rejected applications earlier then 3months from expiry date I tried again at end Jan 2022 with same result, it should be noted a medical renewal did not specify requirement for a digital passport.
Having the latter I then tried for a simple over 70’s renewal - which requested my passport details, which was accepted by the system & I received my renewed licence 2 weeks later.
At end of Feb I received a letter from DVLA saying my medical status was under review but may be delayed due to COVID-19
I have checked my licence via DVLA licence verification service which confirms its validity & (as a precaution) consulted my GP who confirms there is no medical reason (inc sight) preventing me from driving.
I therefore conclude the DVLA licence renewal process is somewhat broken - just wondering if at sometime in the future I may receive a “medically approved” licence.
Steven Morley on 7 April 2022
I applied with the forms sent to me by the DVLA for my renewal(medical) last December, my licence has not been renewed ,I have had no communication from them, the licence expired in February so everything I drive I am worried sick if I am OK to do this.Norman Hawkes on 7 April 2022
It's not just driving licences.I have a classic car which is not on the DVLA computer; it has been registered before but the DVLA destroyed all the records which were not computerised when it started.
I applied for a new V5C (Registration Document) for the registration it's had since 1968 on 4th April 2021 and am still waiting for one. They have written a letter to say I will hear shortly but the car needs a new registration and in the meantime I must not drive my car. This delay is totally and utterly unacceptable; how can they insist I can't drive my car when they will not or cannot send me the documentation they insist I have! It's bonkers.
Norman Hawkes
Kelfin on 7 April 2022
I have a medical provisional license. I had to renew the application in October 2021. After having a provisional license for an entire year, I was unable to secure a single driving lesson due to the pandemic. Driving Instructors have had their own backlog to deal with.I reapplied for my second year of the provisional in January 2022. According to the Postage Tracking the DVLA recieved my application on 12/01/2022.
Using their email system I was told initially to wait up to 8 weeks before trying to contact them. I waited 8 weeks. Then tried to contact them. I have been unable to get through via their phone systems. After listening to the automated machine tell me their are a high amount of calls right now call back later. The phone line then hangs up on me.
Trying to contact them via their webchat, I enter in all the relevent details each time and then met with a "due to high volume we will be unable to use webchat with yourselves today". The email system is an automated email that gets sent with a "Theres no need to contact us". I have just tried using their Twitter page as that is now another option for contact, only to be told to phone in or use the email...
If I am to apply for my 3rd year for my provisional, given that I have waited 12 weeks so far and it's due to expire in 12 weeks. I would have to put a renewal request in this week in order to continue to drive for my 3rd year on my Medical Provisional License.
I am now going down the route of contacting my Doctors personally to see if I can get a paid written letter to state that my medical conditions that have improved over the last 6 months are now no longer a factor for my ability to learn how to drive. This is all in the hopes that I can apply for a Full Provisional License without the hinderance of medical conditions, from which I no longer suffer from.
I still cannot confirm if they have actually recieved the application. This has put my life on hold for now until it gets resolved.
tregeseal on 8 April 2022
I have been a career firefighter for over 27 years now and due to covid, I had a years grace with my hgv medical renewal from 55-56. I had to chase the dvla to get this confirmed which was pain staking enough and did not get informed about when to take my medical so I obtained the D2 and D4 and took my own initiative to see my G.P. He passed me fit to drive on 29th November 2021 and the forms were sent recorded to dvla who received them on the 1st December 2021.I have not had my license returned to date and have tried phoning (constantly cut off), writing, emailing, social media and contacting my M.P Cherilyn Mackrory,(Truro, Cornwall), without any success! It has taken me hours over the last few months only to be informed a couple of weeks ago more information was needed from my G.P who they had written to, 10 days later my Doctor received nothing!
My Doctor has finally received a questionnaire this week only on him chasing them! and sent it straight back, I wonder what the next excuse will be?
I rely on my license to drive fire appliances and it gets checked regularly by my employer to validate my training etc. We all probably use them regularly as I.d in various places and it really is a fiasco what's happening over there in Swansea.
Andy, Cornwall.
John of Gloster on 8 April 2022
My 70+ AGE 3 year Driving Licence renewal took two months to arrive. I ALWAYS send any Documents to DVLA by Royal Mail "Signed For" for good reason.I was concerned I would not be able to drive whilst waiting. DVLA, on visiting their web-site guidelines, that states you can drive as long as your renewal application has been sent ~ I again used Royal Mail signed for ~ and you know of no reason why it should not be renewed. So I drove pending the new licence arriving.
Yes always Royal Mail signed for as years ago they denied receipt of change of keeper V5c details and that auto-triggered their uber-efficient ENFORCEMENT AGENCY as the next keeper had not taxed the car. Big fines headed my way. That Public Sector NIGHTMARE took many phone calls to sort that lot out.
THE ONUS IS ALWAYS ON YOU TO ENSURE DVLA RECORDS ARE UPDATED CORRECTLY or at all!
Even when in my experience it is they who slipped up failing to update the DVLA Database but never accept responsibility. Over my driving career, such slip ups has happened three times to me triggering punitive action. Even after denying receipt of documents sent when I had a confirmation slip from the agency saying my document has been received and the database will be updated in due course. That never happened an the ENFORCEMENT Agency action was triggered very efficiently. Before I retired, I worked with a former ex-DVLA employee. Clearly not enough of the "Right Stuff" employed down in old Swansea. Nuff sed..
CHECK YOUR RECORDS ... or else!
on 8 April 2022
So glad for the update but devastated at the delay! I need a medical licence renewing. I sent off for a renewal 3 months ago but heard nothing back... my licence has since lapsed and of course my car has died. I can't buy a car without a licence, so even though my consultant agrees I can drive I have no way of getting a car! Living with MS, having mobility issues as I do and the knowledge I could be without a car for many more months makes me despair. How can they leave people in the most need for so long?!Surajit De on 10 April 2022
Such a disgrace! I am diabetic on a 3 year licence and was quite surprised to have received paperwork for the renewal early March. Have heard nothing since and my licence expires on 22 April, so looking I’ll be driving around with ‘no licence’!on 12 April 2022
I don’t even know if the DVLA received my medical postal application (can’t do it online as I do not have a valid passport) back in Mid-December, so I haven’t been able to drive since then because I’m unaware whether my application is in progress or not!Online it just says that my licence is no longer valid. Why on Earth can’t they just at least put something online to let you know the application is being processed…? If they did that as soon as it starts off in the system, at least I’d have still been able to drive for the last 4 months!
Getting through by phone is hopeless. The Webchat just tells you to ring, but the phone directs you to the website & cuts you off. You can’t actually talk to anyone! They want you to tell them if your circumstances have changed yet don’t give you the ability to do so! It’s beyond frustrating! They get a zero for customer service….
davidk1 on 13 April 2022
Absolute disgrace! I applied for an over 70 renewal and retention of C1 category in December. (1) D4 form ignored, they ask GP to fill out a medical questionnaire because DVLA says I have a "heart condition" (I don't), GP takes nearly 6 weeks to return it (3) GP questionnaire ignored (it actually stated no coronary heart condition or angina), and DVLA requests Exercise ECG (which surprise surprise I passed because I do not have a heart condition). Each time following these pointless demands (perhaps not generally known by the DVLA's victims) incoming documents are then "scanned" onto their "system", and this takes "up to 10 working days" (i.e. 2 weeks to you and me) before they even look at them. And today I found that this had been changed to "up to 15 working days" (i.e. 3 weeks to you and me) due to the "increased demand". A document which I sent by Special Delivery was signed-for last Tuesday. But strangely DVLA told me today that it had arrived last Tuesday. So they have logged its arrival but have done nothing with it, and use this "not yet scanned on" response as a further excuse. Delay, delay, delay just for the sake of it. More like not enough people actually doing anything at their useless operation. The CEO Lennard (salary £185k) keeps writing to the Transport Select Committee Chair claiming that the paper backlog is reducing. She is just being fed meaningless statistics by her apparatchiks and does not have the wit to challenge them. Complaining is a waste of time. Shapps should close this monstrous relic from the 1960s, and re-disperse it to the North, where people actually want to work, on multiple sites. I still don't have a renewed licence, it actually expired 6 weeks ago, so I am driving under Section 88 of the Road Traffic Act (some bright spark obviously forsaw the need for a provision for when the DVLA fails), but that does not allow me to hire a car or drive abroad.
on 23 May 2022
I wrote a comment 12th April that I hadn’t received my renewed medical licence 4 months after it was submitted. In two weeks time it will be 6 months since they received it & there is still no evidence it’s on its way.I did finally manage to speak to someone at the DVLA 3 weeks ago who assured me it had been received & is ‘in progress’ but other than that he could tell me nothing. So even when you can get to speak to someone you’re STILL none the wiser!
I did suggest that progress could be added online, & that just because you have to submit a postal renewal because of not having a valid passport, doesn’t mean you are technologically incompetent!
The whole system is beyond frustrating & totally inept.
on 11 June 2022
I have been battling to get my licence renewed since October 2021 after DVLA revoked it due to a sight issue, following a "bad " test at their approved optitions. Being over 70 I also have to renew every 3 years.They didn't give a detailed reason for revocation other than not meeting their minimum standards of visual field. So I consulted a Professor of Opthalmology as well as had a retest at their local approved facility and sent the results with the Consultant's report off, which varied slightly although the Consultant concluded the licence should have been renewed.
Guess what......another rejection in February by DVLA. So I once again had further tests at their approved facility which now showed unequivecably I meet with their minumum standards, and even better.
Sent off on 10th March cannot get a response beyond my information was passed to their medical team on 30th. March.
The right of appeal elapsed 6 months after their original revocation of October 2021 and I am now in limbo, unless anyone can suggest another route towards a satisfactory outcome
on 12 June 2022
My daughter applied for her provisional licence at end of December, she had to declare a medical condition she no longer has. We received the medical form after about 2-3 months and haven't heard anything since. Its nearly 6 months now.Fionna Dickson on 22 June 2022
Applied for renewal of my licence in September,had new photograph taken and paid renewal fee.Was asked for an extended fields test had this in February,am still waiting to hear result.Numerous phone calls cut off,finally spoke to a human 6 weeks ago and told it was waiting for the medical assessment to be made.I cannot order a new motability car without a licence,and on the check your licence it says my licence expired November last year,although the person I spoke to said I could continue to drive.9 months and still waiting,with no end in sight as I have just read they hope to clear the medical backlog by September.And they are going to reduce the number of civil servants- if it is like this now what will it be like when I turn 70 in three years time?on 21 July 2022
I reapplied for my licence in September 2021. Paper application was the only option for me, and I had to pay by cheque (who uses those anymore?). I forgot to sign the cheque and they returned my application form 3 months later with a letter asking me to send it back with a new cheque. The return envelope had a code written on it in red pen so I hoped it was to be fast tracked when I returned it with a signed cheque. No! 3 months later they wrote asking me to book a medical, with only one doctor that I could use, who was 10 miles away. I called to book and they had a 6 week waiting list. I had my medical 5 weeks ago and I:m still waiting for my licence to be issued. This is appalling service from the DVLA. I think I will contact my MP to see if they can assist. 10 months is ludicrous.david armishaw on 20 September 2022
I sent my license and medical to the D V L A back in March, in May they contacted me by letter saying they could not fined ( LOST) my license or medical I did not reply as it would have been a waste of time it is now the 20/9/2022 no license no nothing, so what I have done is to instigate legal action against the D V L A for misplacing my medical and license,I have written to them informing them that legal action to obtain my license enabling me to drive all vehicles will continue unless I receive my License enabling me to drive all types of vehicles , I have given them 10 days to comply or I will continue with legal action, now lets see what common sense tells them to do, that is if they have any which I doubt
Edited by david armishaw on 20/09/2022 at 07:49
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