Passport Applications

Angus Brendan MacNeil Excerpts

Wednesday 18th June 2014 Commons Chamber

[Yvette Cooper]

My hon. Friend is right. I know she raised that point in the Committee’s evidence session yesterday. People have made it very clear, including the very nice lady who spoke to a constituent at the Liverpool office, that it is having an impact, because they are having to process so many more foreign applications. That was a decision taken by the Government, by Ministers, and yet they failed to put the additional capacity they needed in place.

[Mr Angus Brendan MacNeil (Na h-Eileanan an Iar) (SNP)]

Does the right hon. Lady not agree that the UK has a very cumbersome process for passport applications? A constituent of mine in Hong Kong applied months ago for a passport for her new baby son, but after months of delay with not much happening she has now decided to apply for a Canadian passport for her son, as the father is Canadian. She is choosing Canadian citizenship for their child over being a British subject because the passport will be given solely on the basis of the father’s birth certificate, as opposed to sending passports away to a passport office in another country. The passport application process is done far more easily in Canada in a fraction of the time and at a fraction of the cost. Is there not something the UK can learn from places like Canada?

[Yvette Cooper]

I have to say to the hon. Gentleman that it used to be done in a fraction of the time. The British Passport Office used to be able to process passports much more rapidly. The international centres used to be able to process passports within 15 days, but they are not doing so now because of decisions Ministers have taken.

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[Mrs May]

Of course Ministers receive regular reports on what is happening in the Passport Office, just as other parts of the Home Office receive regular reports on various aspects of the immigration system. Of course, the Immigration Minister is currently receiving updates more regularly than is usually the case. [Interruption.] Members are asking me a number of questions which I shall be able to address later in my speech if they will be a little patient and allow me to make some progress.

Let me now say something about the package of additional measures that I announced last week. First, as I said earlier, when people have an urgent need to travel and their applications have been with the Passport Office for longer than three weeks through no fault of their own, the Passport Office will fast-track them without charge. To qualify, they must have booked to travel in the next seven days, and they will need to provide proof of their travel plans. The upgrade will be available until further notice, and I can tell the House that since its introduction, 800 customers have used it to ensure that they receive their passports.

[Mr MacNeil]

Will the Home Secretary give way?

[Mrs May]

No. I am going to make a bit of progress.

Secondly, those who apply from overseas to renew their passports for travel to the United Kingdom will be given a 12-month extension of their existing passports. To prevent abuse, this will be limited to people who have an existing passport that expired within the last six months, that is valid for three months, or—where a customer needs to travel to a country that requires a minimum of six months’ remaining validity on a passport —that is valid for seven months. This service, which is also free of charge, is being implemented by consular and embassy staff in the country of application. Overseas posts have been provided with stamps to provide this service and customers are already booking appointments for this service, which will be available from Monday. Where a customer has had their passport extended in this way, HMPO will contact them later to arrange the next steps for getting a new full passport.

Thirdly, The Foreign and Commonwealth Office is now issuing emergency travel documents for children who need to travel to the UK.

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[Mrs May]

I recognise that the circumstances that sometimes apply to individuals who have gone abroad to collect surrogate children can be complicated. The hon. Lady mentioned a particular issue about emergency travel documents. We have been very clear that they are for children who need to travel to the United Kingdom, and there is obviously no question but that those will be recognised here. As I have made clear, we must ensure that it is possible to provide proof of the relationship with children and the parenthood—in this case the surrogate parenthood—of individuals with children, because we want to make sure that we are looking securely at cases that may relate to child protection. The Foreign Office is talking to some other countries about these issues, however. These are not new documents that are suddenly being issued. The emergency travel documents are issued in other, normal circumstances, where it is necessary for somebody to have a document to travel, perhaps for compassionate reasons. So it is not the case that any different approach should be taken to them in the current situation. Again, however, the hon. Lady has raised a particular issue, and I will ensure that she gets an answer in respect of India. As I have said, there are complications in terms of surrogacy; these applications are not straightforward. I am sure she will understand the reasons why I say that.

[Mr MacNeil]

On overseas applicants, may I press the Home Secretary on the constituent I mentioned earlier? Having abandoned her UK application and having now opted for a Canadian passport for her son, she is still waiting for her passport to come back from the UK Passport Office. Will the Home Secretary guarantee that if that passport does not arrive in Hong Kong, carried by DHL, in time for her booked flight at the end of June, she will be able to travel back to Scotland for a christening? Further, how many of these passport applications are for people travelling in the first instance to Schengen countries?

[Mrs May]

The hon. Gentleman asked me a question which I understood to be about an individual who was getting a Canadian passport in order to be able to travel, and then asked whether I was going to guarantee they would get their UK passport.

[Mr MacNeil]

After this debacle, the constituent in Hong Kong is now awaiting the return of a passport from the UK Passport Office. She has already waited two months. She is worried it will not arrive in time for her travel. I am merely asking the Home Secretary to guarantee that if it does not return in time to her home in Hong Kong, she will allow her to travel back to Scotland for a christening at the end of the month.

[Mrs May]

Of course I cannot stand up in the House of Commons and give a guarantee that somebody will be admitted across the border when I do not know the circumstances. I am sure the hon. Gentleman is making every effort to ascertain from the Passport Office when a passport will be issued and whether it will be with his constituent in time for her to be able to travel for this event, and I am sure he will take that matter up with the MPs hotline.

In addition to the contingency measures I announced last week, HMPO is continuing to ramp up its operations. More people are being trained so that we can increase the number of examiners and call-handlers. An additional 200 people will soon be supporting front-line operations. As I have said, the number of people handling calls on the helpline has increased from 350 to over 1,000, and HMPO expects this number to rise to over 1,300 by the end of June.

In addition to these measures, I have introduced changes to improve the service provided to Members of Parliament who are seeking information about constituents’ passports. From Monday of this week, 20 additional staff were assigned to respond to those queries.

I also want to assure the House that HMPO staff are working extremely hard, around the clock, seven days a week, to ensure that people get their new passports as rapidly as possible. I have heard of numerous cases where HMPO staff have been praised for their helpfulness and professionalism and the compassion they have shown to people in difficult circumstances. I have met staff at the HMPO office in Peterborough and spoken to HMPO staff in several offices, and I would like to place on the record my gratitude for the extra lengths to which those staff are going in order to fix the problem, meet the demand and continue to serve the public.

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[Mrs May]

The Glasgow office is making every effort to ensure that people’s passports are being dealt with in time. It is the case that sometimes passport applications are being dealt with by other offices, but that is only when those offices have some flexibility within their system to be able to deal with those cases. This is about trying to ensure that we are dealing with the applications so that people get their passports. I am sure that that is exactly what hon. Members of this House would expect the Passport Office to do.

Her Majesty’s Passport Office has issued 3.3 million passports in the first five months of this year, compared with 2.95 million in the same period last year.[Official Report, 7 July 2014, Vol. 584, c. 2MC.] That is an unprecedented surge, but striving to meet customers’ expectations is vital even during busy periods. As I made clear last week, in the longer term the answer is to ensure that HMPO is running as efficiently and effectively as possible, and that it is as accountable as possible. As I told the House last week, I have asked the Home Office’s permanent secretary, Mark Sedwill, to conduct two reviews. The first will ensure that HMPO works as efficiently as possible, with better processes, better customer service and better outcomes. As part of that review, the head of Home Office Science will be reviewing HMPO’s forecasting model.

[Mr MacNeil]

rose—

[Mrs May]

I am coming close to the end of my speech.

Mark Sedwill will also be reviewing HMPO’s agency status and looking at whether HMPO should be brought back into the Home Office, reporting directly to Ministers in line with other parts of the immigration system since the abolition of the UK Border Agency.

Passports are important security documents, but they are also the important means by which people live their lives. Likewise, the numbers we have talked about today are not just statistics but people who want to know that they will get their passports in time for their holidays and for other pressing travel plans. As I said, a number of people are waiting too long for their passport applications to be processed.

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[Keith Vaz (Leicester East) (Lab)]

The former Minister for Immigration, the hon. Member for Forest of Dean (Mr Harper), described the passport service as gold-plated, but it has gone from being a swan to an ugly duckling in just 12 months. After the Home Affairs Committee took evidence from the chief executive of the Passport Office, there is no denying that there is a crisis. I welcome what the Home Secretary has done during the last seven days. These are important measures that I hope will alleviate the real distress that many of our constituents have suffered during the last few months. I wish those measures had been put in place much earlier, but it is far too early to judge what Ministers did or did not do at the relevant time. Suffice it to say that it is important that we deal with the crisis as quickly as possible.

The Home Secretary is right: 493,289 cases represent work in progress. But the word “backlog” is used quite a lot. One of the problems is that those in the Home Office regard a backlog as being everything outside service standard times. They also define a service standard time. For many years, the Home Affairs Committee, in our reports, has not accepted the use of that phrase. We have looked at the amount of work in progress; what the public want is to be able to submit a passport application, pay a fee and get good value for money. We should not have to praise the Passport Office and say it is doing a good job because we can ring to have complaints dealt with. Frankly, that is what it should be doing all the time.

We must remind ourselves, Madam Deputy Speaker—I congratulate you on your appointment as a dame—that we should not need to wait for facts and figures. I want to spend the very short time that I have, which is getting even shorter, on the evidence given by the chief executive of the Passport Office. I was hugely disappointed by what Mr Paul Pugh had to say; he is, after all, being paid more than the Minister for Security and Immigration. I would have expected the chief executive of an agency of the Crown to be able to judge the huge increase in passport applications that began earlier this year.

The Select Committee asked for the facts and figures that the Home Secretary was unable to give us today—she clearly does not have them all with her—to be delivered to it before the evidence session. At 2.45 yesterday afternoon, when the session began, and by implication the entire staff would have been present at the hearing, we received an e-mail saying that the figures had not been verified. These are normal statistics that should be on the desk of Ministers every week.

It is a long time since I have been a Minister, but when I had responsibility for entry clearance, I demanded on a weekly basis the number of cases that were going to appeal, partly because of the letters I received from my right hon. Friend the Member for Manchester, Gorton (Sir Gerald Kaufman), to make sure that the backlog was brought to a conclusion as quickly as possible.

The Home Secretary was right to visit Peterborough. I visited the Passport Office in London last Friday and I agree with her—there are some extremely hard-working staff there who are putting in a lot of hours. Many of them are working overtime, but many are very new. Of the four members of staff I spoke to on reception at Globe house, all had been appointed in the past fortnight. I am not sure whether they have the necessary training. They were all very pleasant and courteous and were doing their best, but it looks a bit like management by panic, as my hon. Friend the Member for Newport West (Paul Flynn) said yesterday during the session. We do not expect that of an agency with the kind of reputation that the Passport Office has.

[Mr MacNeil]

On that point, will the right hon. Gentleman give way?

[Keith Vaz]

I will not, as time is short.

I, too, have had to contact the Home Office over urgent cases. I rang the Home Secretary’s Parliamentary Private Secretary, the hon. Member for Meon Valley (George Hollingbery), a second after I rang the head of the Passport Office on Saturday. The hon. Gentleman was obviously on constituency business. I do not blame him; he is always good at returning my calls. I then texted the Home Secretary to tell her that I had a constituent outside Durham who was not able to get a passport to catch a plane. She responded. I have been offered money for her phone number, but I am not giving it away. I am keeping it to myself in case I need it again.

We should not have to ring the Home Secretary to get these things done. They should be done by the chief executive of the agency, and he should be able to complete his work properly. I commend the work of his private office. When we have raised cases, the staff there have been very good, Farooq Belai in particular, and so has the Home Secretary’s own private secretary, Alison Samedi.

The matter rests with Mr Pugh. I think my hon. Friend the Member for Leeds East (Mr Mudie) said sorry is an easy word. Sir Elton John said, “Sorry seems to be the hardest word”. It took Mr Pugh three attempts to say sorry. Enough of apologies. Let us get on with a clear timetable and let us restore the issuing of passports in the posts abroad as the best way of dealing with the problem.

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[Stephen McPartland (Stevenage) (Con)]

Thank you, Madam Deputy Speaker, for giving me the opportunity to contribute to this important debate. Like my hon. Friend the Member for Salisbury (John Glen), I want to put on the record the number of my constituents affected. So far, we have taken up nine cases with the passport office in Northern Ireland, and those cases have been dealt with. We have three more outstanding cases, but we are waiting for information from the constituents concerned. The processes that have been put in place are therefore working. However, I agree with the hon. Member for Leeds East (Mr Mudie) that it is a personal tragedy for every single person affected and their families, and we would hope not to be in such a situation.

I should declare that I worked at the passport office in Liverpool of an evening to work my way through university, and I spent many a pleasurable hour there. [Hon. Members: “We need you.”] Hon. Members will be delighted to know that when I was there we printed passports on a dot matrix printer, and we did 125 a night. Some of them were wonky, but people got their passports in the end. Mine were all pristine, and were always passed through as top quality. My point is that the staff in the Liverpool office have done a fantastic job, as have staff in other offices around the country.

[Mr MacNeil]

The hon. Gentleman is speaking very highly of the Liverpool passport office. Does he not agree that Scotland, as a constituent part of the United Kingdom, deserves to have its own fully functioning and comprehensive Passport Office? It would of course have one after independence, and I am sure that some hon. Members in the Chamber would get an honorary passport.

[Stephen McPartland]

If the hon. Gentleman is so confident about independence, I have no need to answer that question.

During my wonderful time in Liverpool, earning a bit of money to get myself through my university years, the staff did a good job. Many of the staff are still there, although there have been a number of reorganisations. One key thing is that there were backlogs in those days. My hon. Friend the Member for Salisbury made the key point that, between January and May, 99% of passports were processed in four weeks. I can tell hon. Members that that was not the case when I worked in the passport office in Liverpool. It took a lot longer than that, and we used to look at the passport applications, wondering why it had taken so long for them to reach us to be printed.

My brother and sister also worked in that passport office in Liverpool. There are many of us, and such things are often family affairs in the great city that I come from. They had different roles. My brother was one of the examiners responsible for identifying whether somebody had the status to be given a British passport.

Hon. Members may not appreciate that once somebody gets a British passport, they can use it as a gateway document to enable them to access a variety of benefits and services within the United Kingdom, so it is incredibly important. One issue with delays for a specific passport is that we may have to be very careful about the security of the application to ensure that the person who will get the passport has a right to services in the United Kingdom. Failure to do so or a knee-jerk reaction—