Interpreting and Translation Services

John Leech Excerpts

Thursday 20th June 2013 Westminster Hall

[Mr John Leech (Manchester, Withington) (LD)]

It is a pleasure to serve under your chairmanship for the first time, Mr Pritchard. This issue is of particular interest to me, not because I am on the Justice Committee or because I am a former Home Secretary or anything like that, but simply because it was brought to my attention in the previous Parliament by constituents who worked in the interpretation service. They told me about the dangers of what was then the initial move towards such a system by the police service in Greater Manchester and some other police services across north-west England. It is a shame that we did not learn from the mistakes of the original contract with the police service and stop this before it started.

I thank two of my constituents, Marc Starr and Kasia Beresford, who have been particularly helpful on this issue over the years. Interestingly, the right hon. Member for Kingston upon Hull West and Hessle (Alan Johnson) mentioned Madeleine Lee, which is a name that rings many bells, as I have received many e-mails from her in recent times. I also pay tribute to the Select Committee and to my right hon. Friend the Member for Berwick-upon-Tweed (Sir Alan Beith) for conducting the inquiry and for ensuring we had this debate following the Government’s response. The issue is of great interest to many Members from across the UK.

I apologise to the Minister because some of my remarks may not be particularly friendly towards the Ministry of Justice. I appreciate that she was landed with this when she became a Minister, and that it was not of her doing. I appreciate that some of the things that have happened are certainly not a direct result of her being a Minister, but of course she is now the person responsible for dealing with the mess in which we find ourselves.

The Select Committee’s report is pretty damning. The report accuses the Department of gagging staff and stopping them from participating in the consultation, which the Committee suggests might be contempt of the House. Fortunately, it was able to get enough information from other sources for it not to want to pursue that matter. That prompts me to question what the Department had to hide. The report also pointed out that the Department was warned throughout its consultation that quality standards would dip due to the imposition of a tiered system and lower pay for interpreters. The report concluded that, although there were administrative efficiencies compared with the previous arrangements, there were no real fundamental problems with the quality of the service provided by members of the National Register of Public Service Interpreters with a diploma in public service interpreting. The national agreement, with a few issues, worked reasonably well.

In a nutshell, the system was not broken. The MOJ was warned that its proposals would cause problems, which certainly proved to be the case. When the Select Committee decided to investigate, the MOJ tried to stop staff assisting the inquiry. Frankly, that is not good enough.

In its response to the report, the Ministry of Justice admitted a problem with performance:

“We know that performance in the MoJ under the contract has not been of a satisfactory level. Many of the points raised in the Justice Committee’s report have already been acknowledged and acted on, and others are being actively taken forward. We have gone back to the Framework Agreement itself to see whether changes can be made which will impact beneficially on performance, alongside ongoing work in the Department to improve our own processes. We are not complacent and are continuing to challenge and resolve issues which affect performance.”

I argue, however, that the Department is being complacent.

The Government, according to their response,

“expect that the changes to interpreters’ terms will increase the number and availability of Tier 1 and 2 interpreters”.

The changes, however, were not supported by Professional Interpreters for Justice, the interpreters working for Capita or those with the tribunals service who attended meetings to discuss the changes. Will the Minister explain how she can be so certain that the changes will attract more well-qualified interpreters when 85% of well-qualified interpreters have made it clear that they will not work for Capita, because of the lowering of professional standards? Professional Interpreters for Justice made that clear back in March, and yet its advice, the responses to the consultation and my debate back in 2007 have been completely ignored.

As I said, the Select Committee report made it clear that nothing was fundamentally wrong with the quality of the service before the new contract was introduced. No one is suggesting that it was perfect or that improvements could not have been made, but fundamentally it worked well. No one has seriously tried to defend the changes on the basis of driving up standards; they have always been about saving money.

The Justice Committee report recommended that the Department be clearer about the true costs of the contract. The Department, in its response, claimed that the framework agreement had made significant savings over the first year of the contract, but it failed to provide any evidence to back up that claim. The Government’s response recognises that certain costs are difficult to calculate, admitting:

“Reasons for a hearing adjournment are not routinely recorded, so it is difficult to identify adjournments for interpreting problems. However, we would expect any difficulties with interpreting to be raised through the complaints system by staff.”

If so, how can the Minister be certain that savings have been made? The simple answer is that it is impossible to be certain whether any savings have been made under the contract.

In reality, the savings claimed by the MOJ do not include the costs of court delays, case adjournments, repeated remands in custody for offenders and all other related expenses of underperformance, including those of court clerks who have booked interpreters outside the contract because of Capita’s poor service—that goes on, and it goes on a lot. Has the Department made any assessment of such costs? If not, how can the MOJ stand by the claim that it has made significant savings in the first year of operation? I simply do not see how it can. Finally on cost, the Department estimated the staffing costs of liaising with Capita and overseeing performance at £315,000 between January 2012 and March 2013. Will the Minister confirm whether those costs are being reimbursed by Capita? How much will the ongoing costs be of ensuring that its performance continues to be thoroughly scrutinised?

We are not only talking about money; we must not forget justice and access to justice. In giving evidence, Mr Atkinson of the Law Society stated that while miscarriages of justice would occur infrequently, they were possible. Even one miscarriage of justice is one too many, but perhaps more concerning was his comment that

“people are spending time in custody for no reason other than the lack of an interpreter.”

Again, that is not acceptable.

As the right hon. Member for Kingston upon Hull West and Hessle said, 608 magistrates court trials and 34 Crown court trials were recorded ineffective in 2012, as a result of interpreters being unavailable—a 100% increase on the previous year. Does the Minister consider that acceptable? Furthermore, will the Minister tell the House how many defendants have remained in custody as a result of ineffective trials that are a direct result of an interpreter not being available?

I suspect that the Minister will tell me that she cannot answer any of those questions—that the data are not easily available and she does not know the answer. If so, she must accept that her Department cannot justify continuing to defend the contract, and that we must look seriously at cancelling it.

--- Later in debate ---

[Mrs Grant]

The ideal success rate is 98% and I believe the fines were approximately £1,400 or £1,500. I can get that figure for my hon. Friend, but 98% is what we are aiming at and what we are determined to achieve. I am confident that we will.

We have acknowledged and acted on many of the points rightly raised by the Justice Committee, the National Audit Office and the Public Accounts Committee, and we have genuinely gone right back to the contract to see where changes could benefit performance. We are not complacent; we continue to meet the challenges head on. For the first time, we can honestly say that we have a system that delivers a sustainable service and includes easily quantifiable standards—a system in which people in the justice sector can have confidence. Improvements have been made, but we have more work to do and we will endeavour to do it.

I would like to respond to some of the key aspects of the Justice Committee’s report. Many questions have been asked of the Government today, but I will do my best to respond to a number of the specific issues raised, starting with remuneration. The framework agreement between the Ministry and Capita has allowed us to make significant savings of some £16.7 million in the first year. Such savings are much needed in the current financial climate, but I recognised that the savings were affecting performance and we therefore ploughed an estimated £2.9 million of them back into the system. As I announced in the House on 25 April, the Department has amended the terms of the contract with Capita to increase remuneration for interpreters. The terms now include cancellation fees and greater rewards for more highly qualified interpreters.

[Mr Leech]

Does the Minister accept that the vast majority of interpreters who currently refuse to work for Capita have made it clear that they will continue to refuse to do so?

[Mrs Grant]

I am afraid I do not accept that. We do not have supply problems at the moment. The reality of the situation is that we are fulfilling contracts. Our changes equate to an average increase of 22% in remuneration rates, which will attract new and retain existing good-quality interpreters.

Regarding stakeholders, we continue to discuss developments with interpreters and with Capita. There has been open and frank dialogue between the Ministry and the Professional Interpreters for Justice group, and we seek to maintain a productive dialogue. We have a common interest in ensuring that language is not a barrier to justice, and that shared vision was clear to me at a meeting with the Professional Interpreters for Justice group that I chaired at the end of 2012. I recognised the commitment, the concern and the care.

In relation to quality, the contract allows for a greater range of acceptable qualifications and experience than previously, but there are, of course, suitable safeguards. All foreign language interpreters must provide evidence of their qualifications before they can undertake assignments, qualifications which in many instances are the same as those required by the National Register of Public Service Interpreters.

Tiering interpreters according to their skills is the right approach to delivering a sustainable system. Courts and tribunals expect as a minimum a tier 1 or tier 2 interpreter for a hearing, and that has been set out in staff guidance. There is, however, flexibility, and very occasionally the court or tribunal, together with the judge, can be asked to decide if the complexity of the case would allow for the appointment of a tier 3 interpreter. Our changes to remuneration should also attract more interpreters to tiers 1 and 2.

I accept the Justice Committee’s recommendation that a quality criterion within the framework should be independently evaluated, and the Ministry is initiating that work and will be in a position to update the Justice Committee in the autumn. I want to make it crystal clear, however, that it is the role of the service provider—namely, Capita—to ensure that those who work within the framework meet the required standards.

--- Later in debate ---

[Mrs Grant]

If my hon. Friend will bear with me, I will come to that point—I am barely halfway through and will go on for a fair bit longer.

The shadow Minister, the hon. Member for Hammersmith (Mr Slaughter), and my right hon. Friend the Member for Berwick-upon-Tweed (Sir Alan Beith) talked about participation in the online survey. As the Ministry of Justice had co-operated fully, we took the view that it would not be appropriate to invite court staff to submit further evidence via the online forum set up by the Select Committee. We took that action because the civil service management code and the Osmotherly rules state that officials

“should not take part in research projects or surveys designed to establish their personal views on Government policies”.

We considered it right and proper to follow those rules.

The right hon. Member for Kingston upon Hull West and Hessle (Alan Johnson) referred to the adequacy of the previous system. Setting aside my own experience, I can say that the system was inefficient because an MOJ audit found it to be risky, and the National Audit Office agreed that it was inadequate and did not provide good value for money.

The right hon. Gentleman also referred to due diligence, and I can tell him that the procurement process was fair and competitive and that due diligence checks were carried out. However, lessons must be learned from the comments made by the Justice Committee and the NAO, and those from our own assessment. Along with other hon. Members, he raised the suitability of ALS. ALS had a background in the sector, and we felt that it had the capacity to expand to meet our needs, but, of course, that was not the case.

A number of Members have mentioned inefficiencies in trials and the disruption and costs that have flowed from ineffective trials. Magistrates courts listed more than 80,000 trials in the first and second quarters of 2012. Just 345—0.4%—were unable to proceed because of interpreter problems. Although I absolutely acknowledge that it is not good for any trial not to proceed, contingency plans were put in place to make sure that disruption was as small as possible.

[Jim Sheridan in the Chair]

Quality of service has been a recurring theme. We are satisfied with the quality of the interpreters being used, but, as I mentioned, there will be an independent evaluation this year, and we will update the Justice Committee in the autumn on its progress.

The hon. Member for Hammersmith mentioned the cost of cases not going ahead. I am sorry that he has had so much trouble getting a satisfactory response. I am not sure whether I will do much better today, but I always like to try when I am facing him. All I can say is that courts deal with thousands of cases every day. Some cases do not go ahead, often for a variety of reasons, and calculating the cost could take a disproportionate amount of time and money.

The future is important. It might be worth saying that the NAO agreed that our procurement process was fair and competitive and that the contract should be fully implemented. Our review identified a number of processes that have since been improved.

[Mr Leech]

Will the Minister confirm how many other potential operators were left in the process at the end? My understanding is that only one was left. Everyone else had been ruled out as being incapable of fulfilling the contract.

[Mrs Grant]

That is a specific and very fair point, and I will have to write to my hon. Friend about it.

The Department does not propose to change the current key performance indicators under the contract and framework agreement. The current suite of information available to us allows us closely to manage the performance of the contract. Capita provides us with the number of complaints, which we closely monitor and publish as part of our regular official statistics. However, we are willing to discuss with Capita and our other justice sector partners whether a user satisfaction measure, as suggested by my right hon. Friend the Member for Berwick-upon-Tweed, can be added to the management information already collected. A key performance indicator on quality will also be considered in the independent assessment that, as I indicated, is due to take place this year.

The Government are clear that the new contract had a number of problems, and we have taken lessons on board. We realise that it is unacceptable for any case not to go ahead. We now have a system that is robust, sustainable and able to deliver a quality service to people in the justice sector at an affordable level.