Avanti West Coast Contract Renewal

Debate between Andrew Bridgen and Kevin Foster

Tuesday 25th October 2022 Commons Chamber

[Kevin Foster]

It is always good to get constructive suggestions as to how we improve train services. On the service, I think I have said “unacceptable” more times at the Dispatch Box on this subject than on pretty much anything else. No one is arguing that the current service is acceptable as we go forward. However, simply chucking it into the OLR and giving it a new brand to resolve every problem is not a solution on its own. That is why we have engaged and worked with Avanti on the December improvement plan. We expect it to deliver and if it does not, clearly, there will be consequences when we come to the April contract extension decision.

[Andrew Bridgen (North West Leicestershire) (Con)]

The Minister says that he has given Avanti a six-month contract extension to allow it to deliver its improvement plan. What assurance can he give the House and commuters that services will not deteriorate again to their current, unacceptable levels if the Avanti contract is extended beyond then?

[Kevin Foster]

My hon. Friend is absolutely right to raise that. As part of taking a longer-term decision, we would want to see how the improvement was sustainable—for example, as I have touched on already, by moving away from a reliance on rest-day working for train drivers as the core of delivering the service. We want to look—in the same way, by the way, that the OLR would have to look if it took over operations—at ensuring that any improvement is sustainable and provides a long-term basis of confidence for the service and particularly the communities that rely on it.

Draft Passport (Fees) Regulations 2022

Debate between Andrew Bridgen and Kevin Foster

Thursday 26th May 2022 General Committees

[Kevin Foster]

I thank my two shadows, the hon. Members for Croydon Central and for Cumbernauld, Kilsyth and Kirkintilloch East, for the overall constructive nature of their remarks. Perhaps I can start on the question whether we are slowing the fast track through these regulations. What we are actually doing is providing clarification. This partly reflects a longer-term policy for customers of the service whose appointment is after the local cut-off time. The fast track performance is measured as the passport being printed within 144 hours —to be exact—of the application being received, which also allows the 24-hour delivery service level. There was a query about what this says about the target and whether we are meeting it. Between January and April, 94% of fast track application passports were printed within these times. Again, it is perhaps more of a clarification than an actual change in the time within which people will receive their passports.

In a fair challenge directly related to the draft regulations, I was asked why keep the whole application fee, rather than just the priority fee. Fundamentally, if someone does not turn up, it is not just the appointment slot that is wasted; it is a slot in which we would have considered a passport. Literally, a decision maker might have to sit there when they could have been processing and dealing with a passport for someone. That is why we believe the measure to be proportionate if someone simply does not turn up and does not tell us in advance that they will not be there, even within 48 hours. So, before 48 hours, free cancellation and, within 48 hours, 30 quid booking fee. If someone just does not show up, it is not unreasonable—as with many other services many of us use—for them still to pay the fee for the service, because in effect that service has been wasted.

Will we draw up a full list of all the circumstances? No. As with our exchanges about the EU settlement scheme and late applications, in particular with the SNP spokesperson, we could probably all sit here and draw up a reasonable list of good reasons why someone did not attend a passport appointment—an unwell child, an emergency care reason or an urgent work thing that day—only for someone to walk in the door and give another example that could also be a fair reason. The classic example is someone, or their close relative, being taken into hospital, which is a compelling circumstance. But if we draw up an exhaustive list, we might end up being harsher than if we have a clear set of principles for when we will refund the fee.

[Andrew Bridgen]

Will the Minister explain to the Committee what happens when someone does not show up without notice for their appointment? How is their application dealt with following that? Are there instances of people making another appointment and again not showing up? How is that dealt with?

[Kevin Foster]

People have not made the application, if they do not show up—we have no application to consider, but they have just wasted a slot. In particular for showing up in person to make an application, it is not as if we can sit there and progress something that has already been received; in most cases, we will have literally nothing to process. Have there been examples in the past? Going back some years to before we changed our booking system, there were examples of people repeatedly not attending appointments. Fundamentally, time gets wasted, so the measure is proportionate, subject to being clear that if someone has good reason why they could not attend their appointment, it is fair to give them a refund. It is not unreasonable to ask people to do the simple job, one or two days before, of ringing us up to say, “Actually, I can’t make that day. May I make another appointment?”