Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, whether the Government plans to introduce a register for serial stalkers.
Answered by Norman Baker
The College of Policing sets standards and provides relevant training products and services to police forces. This includes a College of Policing training package on stalking, which was completed 56,748 times between October 2012 and 30 September 2014 by police officers and staff in England and Wales, and continues to be available.
Neither the College of Policing nor the Home Office holds information which breaks this figure down by the number of police officers and staff in England and Wales that have completed the training.
In 2013-14, 743 prosecutions were commenced under the new stalking legislation. This is a significant increase from 2012-13 and shows that the legislation is taking effect.
We are also working with the police and Crown Prosecution Service to raise awareness and improve professional knowledge.
To ensure prosecutors’ knowledge is continuously refreshed, in April 2014, the CPS launched a specific e-learning module on stalking which focused on victim support, working with the police and ensuring a strong case is built from the start. The College of Policing is also undertaking a review of how stalking incidents are investigated by the police. This will include how the police understand what constitutes a course of conduct in policing, how the police support victims, and further training on the appropriate use of Police Information Notices.
Since April 2014, offences of stalking and harassment are being reported separately in Police Recorded Crime figures. This will allow us to monitor the impact of the legislation more effectively.
Convicted stalkers will already be captured on the Police National Computer. We are working to make better use of existing databases and improve connectivity and information sharing rather than creating new databases or registers for each and every offence.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, how many complaints of stalking were recorded by the police in England and Wales in (a) 2011-12, (b) 2012-13 and (c) 2013-14.
Answered by Norman Baker
The Home Office collects data on the number of crimes recorded by the police but not how many complaints the police receive.
Prior to 1 April 2014, offences relating to stalking recorded by the police were included in the offence classification of harassment and cannot be
identified separately. From the 1 April 2014 these offences have been supplied to the Home Office as a separate classification of stalking. Therefore data are only available for the months April to June 2014, when the police recorded 695 offences. They are published in the quarterly Office for National Statistics publication of ‘Crime in England and Wales’.
The most recent data are available in Table A4 of the appendix tables in this link:
http://www.ons.gov.uk/ons/rel/crime-stats/crime-statistics/period-ending-june-2014/index.html
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, what sanctions are available if TPContact fails to achieve and maintain high standards of customer service while providing services to her Department.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, what steps her Department takes to ensure that TPContact achieves and maintains high standards of customer service.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, what sanctions have been levied by her Department as a result of TPContact failing to achieve and maintain high standards of customer service while providing services for her Department.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, how many and what proportion of all UK visa applications processed by TPContact in (a) Israel, (b) Russia, (c) South Africa and (d) Ukraine have been subject to delays outside the stated service standards.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, how many and what proportion of all UK visa applications processed by TPContact in all its overseas service centres have been subject to delays outside the stated service standards.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, how many complaints she has received about UK visa applications processed by TPContact in (a) Israel, (b) Russia, (c) South Africa and (d) Ukraine to date.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, how many UK visa applications processed by TPContact in (a) Israel, (b) Russia, (c) South Africa and (d) Ukraine have been withdrawn by the applicant after the service standard for processing time has been missed in the last five years.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.
Asked by: Nadine Dorries (Conservative - Mid Bedfordshire)
Question to the Home Office:
To ask the Secretary of State for the Home Department, what steps her Department took to ensure that TPContact was prepared for the required increase in capacity at its facilities worldwide to deal with the summer rush of visa applications.
Answered by James Brokenshire
Any failure against the contractual critical service levels may result in
deductions against their submitted invoices. In the event of continuous and
unacceptable failures the Department has the ability to terminate the contract.
The performance of Teleperformance as with all of our contracts is subject to
close Home Office scrutiny. The governance processes include regular meetings
at all levels, from local operational teams up to senior official levels, to
allow in-depth reviews of performance against the service standards set out in
the contract, and to provide an escalation route to resolve any issues that may
arise. We also expect suppliers to provide continuous improvement in delivery
of customer services over the course of the contract, which is also monitored
through these processes.
The Department withheld payment of the contractual transitional payment until
transition was complete in each country where Teleperformance operates. This
has now been has now been approved for payment in countries where visa
application centres (VACs) are operational but withheld in locations still to
be transitioned. Ongoing contractual payments will be subject to the service
credit process outlined above.
The data required to judge performance against contractual service standards is
not yet available. We are not aware of any withdrawn applications linked to
delays in processing at the identified visa application centres since they took
over this service. The Home Office is currently collating data on complaints
for the period since Teleperformance commenced operations and it is not
available for publication.
UK Visas & Immigration has worked closely with Teleperformance from the point
at which contracts were awarded to prepare for live operations, including the
summer peak. Annual and monthly application volumes and forecast figures for
2014 were provided to Teleperformance as part of the tender process and local
discussions have taken place to determine the number of appointment slots
available. Opening hours have been extended and appointment availability has
been increased in a number of locations to prepare for the summer period. Where
VACs are open every day, the availability of appointment slots is continually
monitored, with further measures being taken if appointments are consistently
fully booked.