The Nigerian High Commission in London is facing renewed criticism from Nigerians in the UK, with community members describing their visits as stressful, poorly managed and at times humiliating.

In an open discussion launched by Oluomo of Derby on X (formerly Twitter), Nigerians shared their frustrations and suggestions for change, with issues ranging from accessibility to delays in passport processing.

Accessibility Issues
Several contributors said the building was not fit for purpose. Parents with children, wheelchair users and the elderly are said to face particular difficulties.

“No elevator. Husband carried stroller, wife carried baby. No priority for the vulnerable. No ramp access. No accessible toilet. No parking lot,” wrote one user. Another described the building as unsafe: “What if there is a fire or emergency? That whole building needs to be demolished.”

Customer Service Complaints
Staff behaviour also came under scrutiny, with some Nigerians reporting unprofessional conduct. One respondent claimed a staff member “literally flung people’s documents to their faces and talked down on them, acting like a demigod.”

Others, however, defended some workers, noting that frustration should not lead to personal attacks. “It’s important to separate systemic problems from personal attacks — constructive feedback will get better results,” another contributor argued.

Queues and Overcrowding
Many criticised the way appointments are managed. Nigerians reported queuing outside for hours, sometimes in bad weather, despite having confirmed appointments.

“The last time I was there, it was raining, yet we were left queuing outside despite having appointments. It is embarrassing,” one person said. Another added: “Crowding the street in unending queues is not good for our reputation.”

Passport Delays and the Contactless System
The #passport renewal process, especially the new contactless system, was one of the biggest sources of anger.

“I applied since 8th of August and till date, I have not received my passport or gotten any update. I had a holiday booked and I couldn’t travel due to this,” one Nigerian wrote.

Another added: “If they were not ready or equipped to run a contactless system, why introduce it and leave people more frustrated and stranded?”

Suggestions for Improvement
Alongside criticism, Nigerians also offered solutions. Among the most common were:

• Expanding services outside London, with calls for a new office in Manchester.

• Providing sheltered waiting areas, water dispensers and more basic amenities.

• Improving communication, including responding to emails and phone calls.

• Automating more processes online to reduce in-person visits.

• Reorganising the hall and installing more biometric equipment.

Signs of Progress
Despite the anger, some respondents acknowledged recent progress. One contributor praised efforts by the current leadership to reduce corruption around booking appointments: “Last year I almost paid £200 to get a date until it was made impossible for workers to influence dates for money. I got a near date and my passport in four days.”

Still, many believe much more needs to be done. As one Nigerian summarised: “Service delivery shouldn’t be a luxury — especially not in the UK.”