James Brokenshire
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Passport Office (Delays)
James Brokenshire Excerpts(10 years, 5 months ago)
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Mr Robinson
It is bad for business all round. We hear complaint after complaint, but the Minister sits there as if he is happy for the chaos to carry on all around him. It is amazing how late Ministers have reacted to this issue. The chaos has been mounting, as my hon. Friend the Member for Leicester South (Jonathan Ashworth) so perceptively pointed out, but Ministers did not intervene with panic measures—which should not have been necessary—until the backlog had reached 350,000. Will the Minister confirm that he would normally seek to intervene when it reached 150,000?
Mr Robinson
That is what I was told. Ministers intervened when the backlog reached 350,000, which was clearly too late to do anything about it in the narrow window before the holiday period.
The Minister for Security and Immigration (James Brokenshire)
I congratulate the hon. Member for Coventry North West (Mr Robinson) on securing the debate. At the outset, may I say to him that there is no indifference on the part of Ministers? I recognise how important passports are, as is securing people’s renewals. As he highlights, behind the statistics lie a multitude of personal stories. Passports are not just dry official documents. They are the key to once-in-a-lifetime trips, eagerly anticipated holidays and visits to loved ones. That is why it is important that applications and renewals are processed in an efficient manner, particularly at this time of the year when hard-working families are making plans for their summer holidays. Therefore, I recognise the importance and significance of the points that he makes.
It is important to understand the context of passport renewals and the work of the Passport Office. I will go on to address each of the specific points he has raised with me in terms of overall numbers and the steps that have been taken, and will be taken, to ensure that the Passport Office functions efficiently and delivers for his constituents and those of other Members in the Chamber this evening.
Each year around 5.7 million of us apply to have our passports renewed or replaced, or make an application for the very first time. The demand for passports is spread out across the year, but the highest volumes of demand by far come in the summer months. Since January this year, Her Majesty's Passport Office has seen a significant surge in demand for passports. Between 1 January and 31 May 2014, HMPO received 3.3 million applications—350,000 more than the same period last year, and the highest volume of applications received for this period over the last 12 years. Indeed, in both March and May this year, HMPO recorded the highest level of applications received in any month over the last 12 years.[Official Report, 7 July 2014, Vol. 584, c. 1MC.]
Of course, it is recognised that there is always a surge in demand for new or renewed passports as people look forward to their summer holidays. But this year the surge began—
James Brokenshire
I will not give way for now. I would like to make some progress and put some points on the record. I will then be happy to give way to hon. Members.
This year the surge began much earlier and was sustained more than normal; an indication that, as the economy is improving, more people are understandably planning to travel abroad. I can assure the House that this high demand was identified by HMPO early this year. As a result, it has put in place a system of measures to deal with it and to see that people receive their passports in good time. A number of steps have been taken, including existing passport examination and customer service staff working seven days a week to process the higher number of applications. Non-operational staff have been re-deployed to support examination and customer service functions, whilst ensuring that the necessary security checks are still properly undertaken. I recognise the issues raised about fraud and counter-fraud and I can assure the House that those security checks are still being undertaken.
Additional staff have been deployed to work on HMPO’s parliamentary and diplomatic helpline for Members who wish to raise cases on behalf of their constituents. I heard the point raised by the hon. Member for Central Ayrshire (Mr Donohoe) about the response he received. I shall take that away and investigate further as it is important that Members receive timely responses for their constituents.
James Brokenshire
I will, but I would like to deal with these points and then I will happily give way.
HMPO has introduced process changes to speed up the handling of applications made in the UK and overseas. As we enter the traditional peak season of demand, further steps are being taken to strengthen front-line resources further. By the end of June, HMPO will have deployed 250 additional passport examination staff and a further 65 staff to support customer contact. Teleperformance, which runs the passport helpline, has over 1,000 staff to deal with customer enquiries, a significant increase on its normal complement of 350. While the number of applications is up significantly, HMPO has increased the number of staff dealing with applications.
Before I give way, I would like to reassure the House on some points that have been inaccurately represented. First, on allegations of backlogs in passports applications, it is important to state to the hon. Member for Coventry North West, who raised the issue of what counts as a normal throughput, that at peak periods the Passport Office will issue over 150,000 passports a week. During peak season, it would be expected to see several hundred thousand applications within the system. Although demand is greater than in recent years, HMPO has deployed more staff to deal with it.
Secondly, the overwhelming number of straightforward applications are dealt with within the three-week service standard, and HMPO is working tirelessly to improve performance still further. As I have explained, even in the busy months of January to April this year, 97% of straightforward applications were processed within the three-week service standard, and 99% within four weeks.
Thirdly, the hon. Gentleman mentioned cuts in HMPO staff, but the numbers have gone up in recent years. On 31 March this year, HMPO had 3,444 full-time equivalent staff—up from 3,260 in 2013 and from 3,104 in 2012. Clearly, then, there have been increases in staff—
James Brokenshire
The hon. Member for Coventry North West is catching my eye, and I would like to give way to him first, as this is his debate.
Mr Robinson
If I heard the initial figures correctly, in comparison with last year—the recent increase in manpower relates to the same period—we are up about 10%. If there are broadly 10% more staff, as the Minister says there is, to deal with increasing numbers of applications, surely the problems come down to mismanagement and incompetence. He is condemning himself for the malfunctioning of his Department.
James Brokenshire
It will not surprise the hon. Gentleman to hear that I do not accept that characterisation. We have seen 350,000 additional applications in the early season—a time when that level of increase would not normally be expected. That is why HMPO has deployed additional resources and is deploying further resources as we speak.
Mr Donohoe
Will the Minister guarantee that when my staff phone up tomorrow, asking for some response to the problems of my constituents, they will get an answer? Will he give that commitment to giving them that kind of service?
James Brokenshire
As I have said to the hon. Gentleman, I am happy to investigate the issue of the response he is receiving. I will speak to him afterwards about whether he is contacting HMPO directly or whether he is referring to the MP hotline. I want Members to receive timely responses to their constituents’ inquiries, particularly at this time of year when people are seeking to make bookings and need their passports.
Sheila Gilmore
One issue raised by my constituents is that nothing appeared to have been flagged up to suggest there was any problem. If the Department was aware that the increase was coming in the early part of the year, it would have been helpful to make MPs and relevant websites aware of that. Will the Minister explain why there has been such a problem with first passports for children—in a way there has never been before?
James Brokenshire
The Passport Office has obviously indicated its performance. It has clearly stated that 97% of straightforward applications—and child applications fit within that—were dealt with within the three-week period, and that 99% were dealt with within four weeks. I say to the hon. Lady that HMPO is prioritising those who have waited longest, and has policies in place to deal with urgent and compassionate cases. A passport can be issued at very short notice, but such discretion is reserved for emergencies such as ill health or death, and is not a stand-by provision for someone who has perhaps forgotten to renew until the last minute, or for similar circumstances. This sort of compassionate approach is reserved for certain cases.
James Brokenshire
I am conscious that I have only a minute left and I want to make a few more points.
Hon. Members will be aware that delays can occur for a whole range of different reasons, so it is important to underline the check and send facility. Hon. Members will also know that the responsibility for processing overseas applications was recently transferred to HMPO from the Foreign Office. This move was made to improve our response to security and fraud challenges and to provide a more consistent service for customers that can be reflected in the fees they are charged. Indeed, as Members will know, the cost of an adult overseas passport was cut by £45 in April this year. While the volume of overseas applications is smaller than that of domestic applications, specific issues are associated with them.
The Passport Office has faced an unusually high level of demand above forecast demand, but since January it has taken steps to deal with the situation by raising its level of output to meet that demand, while maintaining its focus on public protection. We have not compromised on our checks, and will not do so. I hope Members will agree that maintaining the security of our passports is paramount, along with ensuring that we process applications as swiftly and as safely as possible. The British passport has a gold standard reputation, both domestically and internationally, and I am determined that that will continue. My focus on the performance of the Passport Office will certainly be my main priority.
Question put and agreed to.