Great British Railways

Debate between Grahame Morris and Kevin Foster

Monday 24th October 2022 Commons Chamber

[Grahame Morris (Easington) (Lab)]

I am sure we would all agree that failure should not be rewarded with promotion or long contract extensions. I hope we would also agree that Great British Railways will never be truly great without the considerable investment needed in infrastructure across our rail network. Will the Minister take this opportunity to clarify the Government’s progress on the Network Rail enhancements pipeline, given that a report published today noted that there had been no progress on one third of all the projects since the plan was published for 2019-24?

[Kevin Foster]

The updated rail network enhancements pipeline will be published in due course—shortly might be another way of putting it. But I look at the investment that we are putting into our railways and see £96 billion in the integrated rail plan. I look at the fact that the first major mainline in this country since the Victorian era is under construction now and is on its way to Birmingham, then Crewe and then Manchester. That level of investment in our railways is unprecedented in most of our lifetimes, and it is very welcome.

HM Passport Office Backlogs

Debate between Grahame Morris and Kevin Foster

Wednesday 27th April 2022 Commons Chamber

[Kevin Foster]

As I said, we have an additional 500 staff and we are in the process of recruiting another 700. We let people know that the service standard was being pushed out to 10 weeks last April, so we did not hide from the fact that there would be a surge. We are planning to issue an additional 2.5 million passports this year compared with what we normally do as business as usual. A large amount of work has been done and more is being done. Between January and March, we still saw 90% of applications being determined within six weeks.

[Grahame Morris (Easington) (Lab)]

I thank the staff at the Durham passport office and all the other passport offices for the excellent work they do. I mean no criticism of them; my criticism is of process, of senior managers, and, I am afraid, of the Minister. It is a bit rich the Minister asking those on the Opposition Benches for solutions. I wonder why we are paying him if he cannot come up with them himself. Further to my question at Home Office questions on Monday this week, can he confirm that he has made a decision, and is going to write to me, about the issue of the MP hotline? Again, can we have a direct line to a decision maker in a passport office who has access to all the relevant information and who can actually make decisions, rather than MPs and their staff having to sit for hours waiting on phone lines only to be passed from person to person, speaking to people who are unable to make decisions, answer questions or authorise the printing of passports?

[Kevin Foster]

While I do not agree with all the hon. Gentleman’s comments, he makes a fair point about the MP hotline, which certainly does need to be better. I am not going to hide from the fact that the performance of the phone lines has been unacceptable, and we need to improve and change that. I thank him for his recognition of the work that the team at the Durham passport office are doing, which has helped to contribute to the record output we saw last month.

Oral Answers to Questions

Debate between Grahame Morris and Kevin Foster

Monday 25th April 2022 Commons Chamber

[Grahame Morris (Easington) (Lab)]

9. What steps she is taking to ensure that HM Passport Office meets the service standard times for processing passport applications.

[The Parliamentary Under-Secretary of State for the Home Department (Kevin Foster)]

During the pandemic period, over 5 million people delayed applying for a British passport. This has led to unprecedented passport demand. To meet this, we have increased output to unprecedented levels. Since April 2021, HMPO has introduced a range of contingency measures, including technical improvements and a bolstering of its resources. This has helped to deliver record output, with over 1 million applications processed last month alone.

[Grahame Morris]

My experience cannot be unique; I think it is echoed by other Members in the House. This Easter, families and children in my constituency lost holidays due to the Passport Office failing to meet its service standard times. In telephone communications with the Passport Office, my staff and I have been misadvised and hung up on, and have received a series of broken promises. MPs once had valuable and effective links with passport offices to resolve complaints. Notwithstanding the contribution of the Home Office Parliamentary Private Secretaries—I thank them for their interventions—why can I not deal with my excellent local Durham passport office to resolve complaints, instead of waiting for hours, and failing to make progress, on so-called bespoke MP hotlines?

[Kevin Foster]

I would just point out that between January and March, over 90% of cases were completed within six weeks, but we advise people to allow up to 10 weeks for their application. Again, we are getting through this, but I recognise the point that the hon. Member makes about MPs’ contacts. That is certainly a point we will pick up; we need to make improvements there.