Lord Mackinlay of Richborough
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HM Passport Office Backlogs
Lord Mackinlay of Richborough Excerpts(2 years, 6 months ago)
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Kevin Foster
I am disappointed to hear the hon. Gentleman’s comments and the tone of them. We have not been nonchalant. Although others have not shown too much interest until now, the teams—including those in the hon. Gentleman’s constituency—have been working hard. In some cases, they have been working extra hours over weekends—for which I pay tribute to them—to produce a record output that is far above any other Passport Office output on record.
What the hon. Gentleman says sounds rather odd when we are recruiting extra staff and making sure that cases can still be expedited if there are urgent demands. We were clear last year that we put the service standard at 10 weeks to make sure people knew that they may need to allow extra time. Last year, we sent 4.7 million texts to those who had not renewed their passport to try to encourage more people to get their passport applications in. Far from our being nonchalant or uninterested, a lot of work has been done. It is a shame that the passport teams working hard in the hon. Gentleman’s constituency are perhaps not getting some of the credit they deserve.
Craig Mackinlay (South Thanet) (Con)
I appreciate that the surge is such because people have not been able to go away, which was not unanticipated, but I have not heard of too many problems with the online system. People can do online applications and they have been fairly quick.
I have a number of cases, one of which is from just this morning. I will not mention their name in case they get a miracle and are able to go on holiday to Mykonos on Saturday 7 May—I would not want to advertise that they might be away. They have new twins so have to use the paper-based system. Has the Minister been to the passport office at Peterborough or anywhere else to see the volume of physical mail that is sitting at these offices? Is it that working from home has really not helped the system over this recent period?
Kevin Foster
Clearly, there were times over the past couple of years when people were working from home. I have to say that for things such as document scanning, the teams are in the office. A small cohort are employed to work fully digitally, but I have to say that they work on digital applications—for obvious reasons—that can be fully worked on at home. The digital system has provided a great help in dealing with the level of demand, given that it simplifies the process all the way through, including for the applicant. I accept that there are cases in which the digital system cannot be used for particular reasons.
On where we are with the process, things are getting through but, as I say, we advised people to allow 10 weeks, partly because we wanted to be up front with people about potential challenges, but also to ensure that we could get through applications and people did not miss the holidays they had booked. As I say, again, if there are compelling or compassionate reasons, we will look to expedite.