Oral Answers to Questions

Kevin Brennan Excerpts

Monday 12th December 2011 Commons Chamber

[Lynne Featherstone]

My hon. Friend makes a very important point, and working with the communities is the only way deal with this issue. We want people to come forward and we do not want families to be deterred, so it is only by working with communities that we are likely to achieve our aims.

[Kevin Brennan (Cardiff West) (Lab)]

16. What assessment she has made of the effectiveness of the appointments booking system at her Department’s offices in Croydon.

[The Minister for Immigration (Damian Green)]

The effectiveness of these systems is continuously monitored, including customer satisfaction with appointments booking. In Croydon, the UK Border Agency offers appointments for temporary and permanent migration at the public inquiry office, and for claiming asylum at the asylum screening unit.

[Kevin Brennan]

One of my constituents has been trying since August, both online and by telephone, to get an appointment for any day and any time. I know that the Minister is assiduous so, rather than just listen to what his officials tell him, will he do a bit of mystery shopping and try to get an appointment, online on his home computer or by telephone, to see whether or not the system is working in practice?

[Damian Green]

I am always happy to take the hon. Gentleman’s advice. He does not say whether this relates to the asylum screening unit or a general immigration appointment.

[Kevin Brennan]

It is general.

[Damian Green]

In that case, I will look at the efficiency of the system. I should tell the hon. Gentleman that over the past quarter, customer satisfaction with that booking system has improved markedly. Some 84% of customers surveyed stated that they were “very” or “fairly” satisfied with the effectiveness of the appointments booking system. If he wishes to give me the name of the person who is trying hard to get an appointment, I will ensure that they get one.