UK Border Agency

Debate between David Ward and Fiona Mactaggart

Wednesday 4th July 2012 Commons Chamber

[Mr Ward]

If the hon. Gentleman does not mind, I would rather make my speech than the one he probably wants to make. If he makes that speech, I shall intervene and support him, but I would like to finish mine first.

We are told that the number of complaints is a direct result of the complexity of the cases and their impact on individuals. Yes, that is the case to some degree, but the truth is also that the complaints arise from sheer mismanagement—lost files, poor administration and so on. That would not be so bad if the services provided value for money, but they are hugely expensive—as much as £1,000—which means that people rightly demand, and are entitled to, a good service. Given that the appeals process can cost another £120, which they do not get back if they are successful, they have a right to a first-rate system, yet that is clearly not being delivered. Will the Minister indicate what is being done to improve the level of service? I believe that the website talks about a six-month turnaround time. Nobody believes that. They are lucky if it is eight months. So there is this question of value for money.

[Fiona Mactaggart]

The hon. Gentleman says that nobody believes the turnaround time, but the problem is that many applicants do believe it, and then they come to people such as us and say, “Why am I being picked on?” I say, “You’re not being picked on. It’s like this for everyone”, and they do not believe us. It is time that the Home Office was at least honest about how long it takes.

[Mr Ward]

The hon. Lady is absolutely right. In fact, everyone is being picked on, so in that sense it is fair really. But that is the claim on the website, and it simply is not being delivered. We need a sense of realism. Not only are these services very expensive, but on the delivery side there is a huge let-down, which makes it even worse when people come into our offices. So I would like the Minister to respond to those issues: value for money, intelligence and the issue of account managers and retaining that local connection.