I used the services of I.A.S. on two occasions. I had the same case worker both times. My case worker was very nice and personable, but, I feel that more training may be necessary: on many occasions, I emailed her with specific questions, and, although she replied to my emails, my questions were not answered. Also, when the Home Office made a change to the Citizenship application form (which meant that the one I had, partially, completed, was, no longer, usable), I was not told immediately (although I emailed to organise an appointment before sending all the documents off), and I only found out when I visited the office, hoping to send the form off. This caused me quite a bit of stress and a delay in sending the application off. The result of my application was favourable, so no harm there, but, it is important that the I.A.S. management and case workers understand that going through a visa/citizenship process is incredibly stressfull and that their job should be to support, update and reassure their clients by showing knowledge of the process, especially considering that their fees are NOT cheap!