From 15 October 2024, the management of UK Visa Application Centres (VACs) has shifted from Sopra Steria to a new commercial partner, TLSContact. This transition brings significant changes for applicants, including new VAC locations, differences in appointment booking, and notable impacts on processing times.
All Sopra Steria-run VACs have now closed, replaced by 32 TLSContact centres across the UK. Unlike before, applicants no longer have access to a Premium VAC option, which previously offered better amenities and improved appointment availability for an additional fee.
The process of booking appointments remains broadly similar. After submitting an application on the UKVI website, applicants are redirected to the TLSContact portal to select their centre and appointment slot.
However, there are some important changes:
Not all applicants need to visit a centre. Those with an EEA passport containing a biometric chip or a valid Biometric Residence Permit (BRP) can use the UK Immigration: ID Check App to verify their biometrics digitally.
Applicants who must attend a VAC include:
Under Sopra Steria, most applicants could secure an appointment within one to two weeks. By contrast, TLSContact centres currently face limited availability. Most appointments are either fully booked or restricted to paid Prime Time or Assisted Service slots.
Appointments are typically released daily and up to a month in advance, making the system competitive and unpredictable. Expedited services (priority and super priority) have also been inconsistently available, further complicating timelines.
Limited appointment slots have created longer waits, undermining the effectiveness of expedited services. Since expedited processing only begins after biometrics are submitted, delays in securing appointments mean longer overall turnaround times.
This issue is particularly disruptive for applicants who must remain in the UK while their applications are pending, including those applying for work visas or Indefinite Leave to Remain. Because travel during this period risks automatic withdrawal of an application, the lack of appointment availability has forced some applicants to cancel or postpone travel plans.
Although UKVI announced the transition in advance, little detail was provided about how the change would affect applicants. Many individuals were caught off guard by delays and system limitations. TLSContact has acknowledged these challenges and is working to stabilize the system during this transition period.
Pros:
Cons:
The handover of UK Visa Application Centres to TLSContact marks a major change for applicants. While the system offers new features such as Prime Time booking, the transition has been accompanied by reduced flexibility and significant appointment shortages. As TLSContact works to address these issues, applicants should plan ahead, book as early as possible, and allow extra time for their visa applications.
What Has Changed?
All Sopra Steria-run VACs have now closed, replaced by 32 TLSContact centres across the UK. Unlike before, applicants no longer have access to a Premium VAC option, which previously offered better amenities and improved appointment availability for an additional fee.
How the New System Works
The process of booking appointments remains broadly similar. After submitting an application on the UKVI website, applicants are redirected to the TLSContact portal to select their centre and appointment slot.
However, there are some important changes:
- Locked locations: Once a VAC is chosen, applicants cannot change the location later.
- Appointment types: Applicants must book either a self-service or assisted scanning appointment.
- Prime Time slots: Appointments outside business hours are now available for an additional fee.
Who Must Attend a VAC?
Not all applicants need to visit a centre. Those with an EEA passport containing a biometric chip or a valid Biometric Residence Permit (BRP) can use the UK Immigration: ID Check App to verify their biometrics digitally.
Applicants who must attend a VAC include:
- Those without EEA biometric passports or BRPs.
- Children under six at the time of their previous application.
- Individuals applying under visa categories not supported by the ID Check App, such as Indefinite Leave to Remain or spouse of a Settled Person.
- Applicants requiring expedited services for dependant visas, as these are not yet supported by the digital route.
Appointment Availability
Under Sopra Steria, most applicants could secure an appointment within one to two weeks. By contrast, TLSContact centres currently face limited availability. Most appointments are either fully booked or restricted to paid Prime Time or Assisted Service slots.
Appointments are typically released daily and up to a month in advance, making the system competitive and unpredictable. Expedited services (priority and super priority) have also been inconsistently available, further complicating timelines.
Impact on Applicants
Limited appointment slots have created longer waits, undermining the effectiveness of expedited services. Since expedited processing only begins after biometrics are submitted, delays in securing appointments mean longer overall turnaround times.
This issue is particularly disruptive for applicants who must remain in the UK while their applications are pending, including those applying for work visas or Indefinite Leave to Remain. Because travel during this period risks automatic withdrawal of an application, the lack of appointment availability has forced some applicants to cancel or postpone travel plans.
Although UKVI announced the transition in advance, little detail was provided about how the change would affect applicants. Many individuals were caught off guard by delays and system limitations. TLSContact has acknowledged these challenges and is working to stabilize the system during this transition period.
Pros and Cons of the New System
Pros:
- More modernized system with TLSContact portal integration.
- Prime Time appointments provide some flexibility for applicants needing non-business-hour slots.
- Expansion to 32 new VACs may improve geographic coverage in the long term.
Cons:
- Premium VAC option has not been replaced, reducing choice for applicants seeking better facilities.
- Appointment availability is highly limited, leading to long waits.
- Expedited services undermined by appointment delays.
- Locked VAC location removes flexibility if plans change.
- Poor communication about the transition left applicants unprepared.
Final Thoughts
The handover of UK Visa Application Centres to TLSContact marks a major change for applicants. While the system offers new features such as Prime Time booking, the transition has been accompanied by reduced flexibility and significant appointment shortages. As TLSContact works to address these issues, applicants should plan ahead, book as early as possible, and allow extra time for their visa applications.