STAFF at Citizens Advice Teignbridge are inundated with appeals for help applying for E-visas.

The charity has issued a new report which found people in the district making applications are facing massive delays and technical hurdles, preventing them proving their identities for jobs, employment, travel and housing,

The issue affects people who have indefinite leave to remain in the UK or fled wartorn Ukraine, some of whom have lived in the country for many years.

Citizens Advice Teignbridge Chief Executive, Vincent Willson, said: ‘Our team has highlighted an issue that is causing major difficulties for people who are living legally in our country and trying to do the right thing by converting their residence permits to e-visas as requested by the government.’

The government is encouraging everyone with an expiring biometric residence permit (BRP) and older documents to create an online UK Visa and Immigration (UKVI) account to access e-visas – an electronic only record of their immigration status.

This can be used to share their status with a potential landlord or employer allowing them to access jobs and housing.

But repeated technical problems mean those legally allowed to stay in the country are struggling.

The report highlights several individual cases, including a 17-year-old student from Ukraine who was studying at a Teignbridge college who applied under the Ukrainian Visa Extension Scheme in May 2025.

Despite submitting all required documents, her application became entangled in repeated technical issues with the Home Office eVisa system.

These issues prevented her from progressing crucial applications despite having excellent exam results.

Her college requested proof of her right to study, and she was unable to submit her UCAS application by the deadline without confirmation of her visa status.

Delays were compounded by confusion over multiple email addresses used during submission, and by the fact that her previous passport had expired and she does not yet have a Ukrainian ID.

Communication from the Home Office was described as ‘inconsistent and confusing’ by Citizens Advice.

The family received requests for documents they had already submitted, and the application remained unresolved despite raising two separate escalation cases and filing an official complaint.

Citizens Advice Advisor, Abby Read, said: ‘Even with internet access and support from advisers, navigating the digital process proved burdensome.

‘The family had to repeatedly check emails, provide evidence, and liaise with the Home Office and her MP to try to secure confirmation of her status.

‘This case highlights the particular challenges faced by young people and families relying on digital immigration systems, especially when technical errors prevent them from accessing, verifying, or progressing essential applications.

‘Delays and errors in eVisa systems can have serious consequences for education, future opportunities, and wellbeing, even when applicants act promptly and provide all required information.’

Citizens Advice Teignbridge is calling for:

Improved helpline service for applicants including access to translators

Information readily available in range of languages

More communication about the status of e-visa applications and accounts

A better outreach service to digitally excluded communities including physical paperwork for those who can’t access or use online service

Mr Willson added: ‘We believe these measures will help reduce stress for people with indefinite leave to remain, allowing them to continue as fully contributing members of society with the ability to work, rent and access higher education.’