It was online. The miscommunication was identified and remedied.
The miscommunication was that INZ asked me for two things and then I emailed saying I had already submitted those two things. They agreed and said I did not need to resubmit those things and then they emailed again saying actually I did.
So I submitted them again. Now I know they are just waiting on my police check. There is a lot of context I'm not providing but that is just a summary of it. I reckon is it not useful for anyone to know more unless they have a supporting partner who worked on cruise ships in the last 10 years.