Confirmation of identity for passport application requested a second time

[Bgsbgs]

My wife applied for a passport a few weeks ago. As per the process, they asked for someone to confirm her identity, and he did so a couple of weeks ago. We did that and they confirmed it was done, and asked for docs to be sent, which they then confirmed they received.

Now, a few weeks later we receive another text saying the application is on hold because someone needs to confirm her identity.

What is going on? Should we just do it again with the same person?

[Bgsbgs]

I am pretty sure the person who did it the first time meets the requirements - he is a company director and a British citizen.