Delivery of Public Services

Matt Western Excerpts

Tuesday 28th June 2022 Commons Chamber

[Matt Rodda]

My hon. Friend makes an excellent point. She is highlighting clearly the issues in her area, and the same applies across the whole country. The Government are expecting public service workers to catch up and deal with an unprecedented backlog, while threatening deep cuts. As she has rightly said, many of the services provided by the civil service are in Government agencies rather than in Whitehall, which employs only a tiny proportion of the overall headcount.

[Matt Western (Warwick and Leamington) (Lab)]

My hon. Friend is making a powerful speech. To add to his point, it is foolish to suggest that there is somehow some unnecessary flabbiness in the civil service or in local service delivery, because so much that has been added was driven by the need to make trade deals, with teams being brought in to negotiate those deals, and to support the Afghan situation and now the Ukraine situation. That is why we have so many people in our civil service right now.

[Matt Rodda]

My hon. Friend makes a good point about the need to respond to crises and the pressure on the public sector as a whole.

I thank the Minister for Security and Borders, the right hon. Member for East Hampshire (Damian Hinds), who is in his place, because he and his colleagues have been generous in supporting me in dealing with some of my constituency cases. However, the fact that Ministers have to intervene illustrates some of the management failures in the system, which ultimately reflect poorly on them and their colleagues in government.

I ask Ministers to think about the case study of the Passport Agency. It provides a vital public service, and it has been expected to catch up with a large backlog very suddenly. Why, when the pandemic was clearly coming to an end, was there not more planning, more foresight and a more strategic look ahead at the likely implications for the head count needed in the offices that process passports, as well as the implications for the public and the economy of severe delays in that vital public service? I am afraid that the Government have been found very wanting in that instance, and it illustrates the wider failure of leadership and management in the current Administration that dates all the way back to their election in 2010. I urge the Government to think carefully about the implications of the problems we now face.

That issue also links to the way the Government operate at a political level. It is interesting that many of the problems are occurring at the very time when we see turmoil in the governing party. All too often it suggests that Ministers are more bothered about the internal factional issues in their party—the Prime Minister’s survival or demise—than about managing public services in a responsible, sensible way. I ask them to get back to the day job and get a grip on those vital services, support public service professionals, provide them with the correct amount of resource, and encourage them in their vital work.

--- Later in debate ---

[Justin Madders (Ellesmere Port and Neston) (Lab)]

There is an old saying that you cannot solve a problem if you do not know that it exists. While I hope that the contributions to this debate have spelled out in no uncertain terms where the problems are, there has been a failure right across Government to measure performance, which is part of the reason we are here now. To illustrate the point, I will highlight some of the written questions I have asked on these issues.

I will start with the most recent. Yesterday I got an answer to a question asking what the average waiting time is for an assessment for personal independence payment from the point of application. The answer I got was:

“the information requested is not readily available and to provide it would incur disproportionate cost.”

I am sure that Members recognise that phrase very well. People claiming PIP usually need immediate help, but how can the Department judge whether it is doing enough on that score if it cannot even tell us how long it takes to get to an assessment? I know some of the practical consequences of that. I have a constituent with multiple long-term conditions who was disgracefully turned down for PIP back in October 2019 and still has not had her appeal heard. She had another go at it last week, but the appeal was cancelled for the umpteenth time because no one from the Department was available to register their objection to her appeal. How is that justice for that individual? How is it anything other than a damning indictment of the way that the Department works?

At least the response to that written question was rather more straightforward than the one I got from the same Department on the average online journal response time for universal credit claimants:

“Universal Credit is a 24/7 digital service.”

Well, that is really helpful for understanding how long it takes people to get a response.

Moving on to the Department of Health, I asked it what the average length of time was for a resolution to complaints to the Vaccination Data Resolution Service regarding incorrect vaccination records. I was told that the information was not held centrally—again, a phrase that I am sure that many Members are familiar with. The Government need to get a grip on this, because I know people who have been trying to correct their records since last year, which means that they are having trouble travelling abroad because their vaccination records are not up to date. That shows that it is not just GP appointments, specialist referrals, ambulance waiting times and A&E waits that the NHS is struggling with. However, at least there is some kind of measurement of those issues, although it has not gone unnoticed that for quite a lot of them, the goalposts have moved in recent times.

As many Members have said, the biggest issue in the inbox at the moment is passport delays. It has been for at least the past couple of months in my constituency. I asked a written question about processing times for passports way back in April. Despite having a couple of weeks’ notice of the question, the Department could not get an answer to me before Prorogation, rather conveniently. Last week I finally got an answer to the question; I was told that between March and May, more than 90% of applications were processed within six weeks, with approximately 98.5% completed within 10 weeks. Obviously the Prime Minister told us a few weeks ago that everyone was getting them in four to six weeks, which was clearly incorrect, but I think we have done enough on his exactitude recently, so I will not go any further into that.

The issue has been live for many months now, but it was only last week that the Department was able to provide me with information on its own performance, which takes me back to the original point: the Government have either wilfully or negligently decided not to mention their own performance. I think they are doing that because they just do not want anyone to know how badly they are doing.

On the issue of the Home Office backlog, my constituency office phone bill last month was far larger than normal. It was more than £260. When we dug a little deeper, we found that most of it was down to my excellent caseworkers being put on hold for hours at a time when ringing various Home Office hotlines. If we multiplied that by all the Members here, it would mean that more than £2 million had been spent in one year on calls to one Department’s hotlines. If that is what it is costing us here, imagine how much the British public are having to pay. It is not just backlog Britain; it is rip-off Britain.

I am reminded of a constituent who told me about his passport renewal. Having paid an extra £70 to get it checked by the Post Office, he had to make an emergency dash to Durham on Friday, which cost him £100 in fuel, and then had to pay another £90 to the Home Office to get the passport issued, despite the fact that the application had been sent in more than 10 weeks ago. Just for good measure, he could not work that day, so he lost another £200 in earnings. He could not do his job because the Ministers could not do theirs.

Let us make it clear that the blame lies at the feet of Ministers, not with the hard-pressed civil servants who are doing their best. As we have already heard, the Government think that we can cut civil servants by 20%. One can only imagine the backlog we would face if that went ahead. This backlog is across every facet of life. The child waiting for their education, health and care plan; the teenager waiting months for a driving test slot; the young family waiting for their passport renewals; and the pensioner waiting for the ambulance to arrive—everywhere we turn, there is another person unable to get on with their life because the Government have failed them. It is not just the failure of the Prime Minister; over the past 12 years, each of his predecessors has decided, time and again, that public services are not a priority, and that they can get away without investing in those services and the people who run them.

[Matt Western]

My hon. Friend is making a powerful speech. One of the learnings of the past two years, and one of the concerns, has been about the cuts to local government and our local administrations. They performed very well in the disbursement of support to businesses and so on, and were doing well with test and trace. The Government seem to be doing the reverse of what is obvious and logical, which is delivering services well.

[Justin Madders]

I thank my hon. Friend for his intervention. I declare for the record that my wife is a member of the local authority. When we first entered the covid crisis, there was already a system in place for contact tracing through local authorities. Unfortunately that was not deemed good enough by this Government, who decided to spend an awful lot of money on private providers. On the Homes for Ukraine scheme, I get a lot of compliments from residents on how the council is reacting, and a lot of complaints about how slow the Home Office is to respond. The power of local government cannot be overstated, and we should value more the great service that it provides.

In conclusion, we have seen over the past few months that a decade of austerity has consequences, and the folly of it has been well and truly exposed. This Government should hang their head in shame and step aside for a party that believes in public services, and has a record of delivery in government that this lot can only dream of.