Passport Office (Delays)

Debate between Graham P Jones and Geoffrey Robinson

Tuesday 10th June 2014 Commons Chamber

[Mr Robinson]

The new UK Visas and Immigration department is feeling the pinch as much as everybody else. Staff are being moved from there, as my right hon. Friend points out—but not just from there. They are being moved from other departments, too. It is all hands to the pump, but it is too late. They have let it build up. It is a crisis and there has to be some accountability.

The interview rooms are filling up with the backlog of passport applications. Mr Pugh, chief executive of the Passport Office, has, I think been unconfirmed in his job for some 12 months now. He said:

“During this busy period we have processed more than 97% of straightforward passport renewal and child applications within the three week target turnaround time.”

I just do not believe it. I think the figures are plain wrong. I do not want to get into statistics, but I ask the Minister to look at them again. They just do not correspond with reality as we all know it. We are here tonight at the end of a long day because we are concerned about the situation affecting our constituents.

[Graham Jones (Hyndburn) (Lab)]

I am very grateful to my hon. Friend and I congratulate him on securing this timely debate. If 20 passport offices are closed and hundreds of staff are shed, is it not inevitable that there will be a problem that has to be managed? This has built up over time. Is it not incompetence on behalf of the Minister and the Government? This has not just appeared in the past two weeks; it has been building up over a long period.

[Mr Robinson]

Again, I could not agree more. My hon. Friend’s intervention is apposite. That is exactly what it is about: the incompetence of the Government machine, compounded by the indifference of Ministers, has let this situation come about. They owe an apology to the hundreds upon hundreds—tens of thousands, I think—who have had their whole summers ruined, life savings wasted and children bitterly disappointed.

What can we say to Mr Pugh? I do not know who is going to be called to account for this mess, but knowing this Government it will be nobody. It will be everybody’s fault but theirs. It is clearly the fault of the Department. We would not expect the Home Secretary to be here to reply to the debate, but we know that she has not been paying any attention to the Passport Office in recent weeks. What I think Mr Pugh should do is clear a small corner in one of the interview rooms where the whole floor is covered with unattended files. One has to smile because it is so comical. He should ask himself, “What am I doing here?” He should then make as graceful an exit as he can, because it is clear that this job is well beyond him.

I have not mentioned those who have suffered in Coventry, in my own constituency. Many of them do not want to be mentioned, because they feel that they might come off even worse if they are. However, I would like to draw the attention of the Minister to the Vernon family. They drove 200 miles to the Durham passport office. There were further delays there and they missed their flight. It was their first opportunity to have a holiday abroad as a family of five. The other case I want to mention is Professor Cooter, who has been waiting for a passport for two months. He will miss his lecture tour in Japan and his marriage in Berlin unless the Government pull their finger out. I could mention many other examples, but I do not want to as it will take up unnecessary time. All the cases are with the hotline, which was mentioned by my hon. Friend the Member for Central Ayrshire (Mr Donohoe). The hotline needs to up its act, and the Minister has to up his. One basic question has been posed to the Minister by each successive intervention: does he accept there is a big mess? Does he accept there is a problem? What is he going to do about it?