Lord Young of Cookham
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(2 years, 7 months ago)
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Baroness Williams of Trafford (Con)
I can take that point back. I may be completely wrong here but I thought the EU insisted on six months. I am glad someone is nodding, so I am not going mad: the EU insists on six months. There might be a pragmatic solution. We are probably undergoing a hump in the process and things will smooth out, particularly by engaging more staff.
Lord Young of Cookham (Con)
My Lords, my noble friend mentioned that the performance of the contractor answering the telephone lines was unacceptable. Does the contract with Teleperformance have any penalties, so that there is a financial consequence to the company if standards are not maintained?
Baroness Williams of Trafford (Con)
As always, my noble friend asks a very good question. I do not know the answer to it. I know that we have been engaging with the contractor and outlining that what is happening at the moment is utterly unacceptable, and I know that steps are being taken to rectify that.