BT Service Standards

Debate between Caroline Nokes and Anne Marie Morris

Wednesday 9th March 2016 Westminster Hall

[Caroline Nokes]

I thank my hon. Friend for that contribution. He makes a really valid point: we rely on our telephones, and not simply to make social calls or to run businesses. They also enable a huge number of elderly people, through modern technology and particularly through their personal alarms, which are connected to the phone service, to live independently and safely in their own homes and to alert relatives to a problem simply at the push of a button.

Inevitably, I will conclude with some specific questions for the Minister and even some suggestions about what BT are doing well, but perhaps might do better. I welcome the publication by Ofcom last month of its review into digital communications, which came after I had applied for this debate, but before I heard that it had been granted. In many respects, the review addresses some of the significant criticisms that I will make today of BT. I was particularly pleased to see its headline point: that Ofcom intends to introduce tougher rules on faults, repairs and installations; transparent information on service quality; and automatic compensation for consumers when things go wrong.

[Anne Marie Morris (Newton Abbot) (Con)]

I congratulate my hon. Friend on securing the debate. She is making a very good point, but in my constituency I had a case that was not about the system that was in being repaired, but about no system being put in at all. For six months, residents in a new housing development had no telephone and, to cap it all, they also had no mobile signal, so they were effectively cut off. Until I got involved, absolutely nothing happened.

[Caroline Nokes]

My hon. Friend is absolutely right to point that out. Like me, she represents an area with enormous rural parts where the mobile signal is often patchy, shall we say, at best. It is absolutely true that in cities it can perhaps be less serious if there is no working telephone connection, because mobile coverage is better—not perfect, but better—but in villages there is often no mobile signal at all. I am sure that we all share the frustration that our constituents do not get the satisfaction that they are looking for from BT until they turn to us.

As I was saying, I welcome the intent expressed by Ofcom, but I ask the Minister to ensure that it is delivered promptly and with absolute rigour, and that Ofcom publicises widely the manner in which customers might communicate with it about faults, the length of time that it takes for repairs to be done and, importantly, transparency of information.

It would not be a debate in Westminster Hall if I did not have a quick trip around the geography of my constituency and the myriad faults and problems that have occurred.

Rural Phone and Broadband Connectivity

Debate between Caroline Nokes and Anne Marie Morris

Tuesday 3rd February 2015 Commons Chamber

[Anne Marie Morris]

That is an extremely good point. BT may claim that the development is in an area that they do not expect to expand enough to justify the commercial cost, but that is not an argument. We know that development will continue. Broadband should be built in at the start: it is no good waiting for it to be a challenge later on. As for businesses, I find it rather horrifying that 35% of business people who work from home still rely on mobile broadband and 45,000 businesses still rely on dial-up. That simply cannot be right.

I have reached my sixth point. The House will be pleased to know that the list is shortening. I think that the promise that everyone will get at least 2 megabits per second poses a real challenge to the Government, because, in my view, that is not enough.

[Caroline Nokes (Romsey and Southampton North) (Con)]

Will my hon. Friend give way?

[Anne Marie Morris]

I will not, because I am short of time.

I think that we should take account of the demand for a minimum of 5 megabits per second rather than 2. I gather that the average speed that we have managed to deliver is just over 5 megabits per second, so let us aim for that. I think that the Federation of Small Businesses is considering 10 megabits, which may be a bit hopeful at this stage, but a speed of 2 megabits per second is not fit for purpose. Whether people have enough supply to carry out even some of the most basic tasks, such as reading e-mails, depends very much on the level of demand.

Last on my wish list are two technical points. One is the challenge posed by the wiring between the cabinet and the home. All the rhetoric is about getting superfast broadband to the cabinet. I have asked Ministers, BT and just about everyone else I can think of who is responsible for upgrading the connection, but they have all looked sideways and said “Not me.” Well, it certainly is not the home owner. We need to clarify who is responsible, because if we do not deal with that, getting the wire to the cabinet will not solve the problem.

My final point is about take-up. I know that the Government consider that to be one of the real challenges, which is why they have launched an advertising campaign. If take-up is too low, BT will not have a commercial incentive. However, I think that we need to view the position differently. It is not just a question of advertising. The whole concept of the importance of broadband needs to be hard-wired—forgive the pun—into our planning system, and into how we view buying, selling or renting a property. The information about what is available needs to be there up front; it needs to be part and parcel of searches and the general inquiry someone makes when looking for a new home.

Let me summarise my key points and requests to the Government. First, we should look at how we can make the sector more competitive, and consider having the Competition and Markets Authority and Ofcom look at it. Many Members have raised that point. The challenges and problems we face are in part to do with having effectively a monopoly supplier in BT, because unless it is in its interests and it can make money out of it, it simply does not happen. Secondly, please can we move to more than 2 megabits per second? Thirdly, can we look at improving the self-help? If we can improve the information flow so that people understand what can be done and when, that will be great.

That is a very brief summary, but I hope the Minister has taken on board many of those points.

Planning (Community Right of Appeal)

Debate between Caroline Nokes and Anne Marie Morris

Tuesday 20th January 2015 Westminster Hall

[Anne Marie Morris]

I could not agree more, and I commend the right hon. Gentleman on his comments. The point that he makes entirely supports the point that I am making. It is about creating a balance and fairness in the planning system that do not currently exist.

The final complaint, which it is worth articulating for the Minister, involves the infrastructure challenge. Although stakeholders involved in roads, schools and so on are consulted, some stakeholders who are relevant are not statutory consultees, including the NHS. There is no obligation for the NHS to put forward its views about whether there is an adequate number of GP surgeries and the like. It is probably fair to say that although county councils have a duty and will consider infrastructure issues carefully, if one looks at how they justify some developments, it is in the hope and expectation of a school that might open in five or 10 years’ time, or a road that might be built if some other development occurs in two or three years’ time. Sometimes, communities feel that that is a bit fanciful. They perceive—I share that perception—that some communities have significant infrastructure issues that seem to have been ignored.

[Caroline Nokes (Romsey and Southampton North) (Con)]

I commend my hon. Friend on securing this important debate. Does she agree that infrastructure is not just about roads and schools? One huge concern in my constituency is drainage. Local communities are absolutely terrified that new development will be granted permission and built without an adequate upgrade to the existing sewerage system.

[Anne Marie Morris]

My hon. Friend makes a key point. When houses are joined to the system, it puts far too much pressure on it, resulting in the flooding problems that many of us have experienced in our constituencies. She is absolutely right, and her point is well made.

I emphasise first and foremost that the concept of a community right of appeal is for the community. I am not advocating a third-party right of appeal. It would clearly not be appropriate for anybody who simply does not agree with a development in their neighbour’s garden to be able to bring back the bureaucracy that the Government has rightly tried to get rid of, just in order to complain about an issue next door. It would not be a nimbyist charter; it would be a proper rebalancing of the planning system to be fair and balanced. The idea would be to ensure that between the developer and the community, both sides’ arguments would be properly considered and have some power in the process.

It would also ensure that local authorities think long and hard about their decisions. Clearly, there is a great incentive for them to develop, because then they get community infrastructure levy moneys, but if they recognised that there was potential for an appeal from both sides, they might give some thought to it.