HM Passport Office Backlogs

Nick Smith Excerpts

Thursday 12th May 2022 Commons Chamber

[Nick Smith (Blaenau Gwent) (Lab)]

(Urgent Question): To ask the Home Secretary if she will make a statement on backlogs at Her Majesty’s Passport Office.

[The Parliamentary Under-Secretary of State for the Home Department (Tom Pursglove)]

Due to covid-19, more than 5 million people delayed their passport applications in 2020 and 2021. With demand for international travel having returned, Her Majesty’s Passport Office is currently receiving a higher number of passport applications than ever before; 9.5 million applications are expected in 2022 compared with approximately 7 million in a normal year.

Since April 2021, 500 new staff have joined and a further 700 will join by the summer. As a result, the vast majority of passport applications are being processed within the 10-week timeframe and more than 90% within six weeks. Less than 1.4% of the passports printed last week for UK applications had been in the system for longer than 10 weeks.

With a record number of applications in the system, customer inquiries have increased accordingly. However, the passport advice line, which is run by Teleperformance, is not currently meeting the needs of passport customers. Clearly, that is not acceptable. The Home Office has clear standards for the level of service that suppliers are expected to provide.

Her Majesty’s Passport Office has engaged with Teleperformance at its most senior levels to emphasise the need to significantly improve performance as soon as possible. Alongside steps to bring the operation of the passport advice line, email and call-back functions within the required standard, Teleperformance is urgently bolstering staff numbers in response to the recent surge in customer contact, with 500 additional staff due to be added by mid-June.

We recognise that hon. Members will wish to raise cases and queries on behalf of their constituents, as is, of course, right and proper. Her Majesty’s Passport Office staff have therefore been deployed to answer passport-related inquiries to the Home Office’s dedicated MPs hotline and, for the most urgent cases, they will also be available to conduct in-person passport surgeries in Portcullis House.

Although we acknowledge that there have been issues with customer contact that must and will be resolved, I take the opportunity to recognise the work of Her Majesty’s Passport Office staff who continue to ensure that the vast majority of passport applications are processed in under 10 weeks. Their efforts, alongside the extensive work that went into preparing for record demand, have ensured that passport applications continue to be processed in higher numbers than ever before.

Across March and April 2022, Her Majesty’s Passport Office completed the processing of nearly 2 million applications. As that output demonstrates, HMPO staff are firmly focused on maintaining a high level of service and are fully committed to ensuring that people receive their passports in good time for their summer holidays.

[Nick Smith]

Thank you, Mr Speaker, for granting this urgent question.

I thank the staff working on the passport backlog, but many people across our country will not be satisfied with the Minister’s response today. A constituent told me yesterday:

“It’s terrible. We’re due to fly out on Sunday but are still unable to get our youngest son’s passport. Every time I phone I get passed to a different department, then hold, then the phone line goes dead.”

Another told me:

“I’ve called 40 times in the past week, they cut me off every time. I don’t know what to do and am breaking down at this point.”

The facts are that there are long queues outside passport offices; that hours and hours are being spent on phone lines; and that families are afraid of holidays getting cancelled. This situation was avoidable. It was obvious that, when restrictions ended, people would need passports to get away.

The Prime Minister blames a mañana culture at the Passport Office. We need a strategy that improves performance and helps families now, not those flippant comments. During a cost of living crisis, telling people to spend an extra £100 per person to fast-track their application rubs salt into their wounds.

Yesterday, the Home Secretary told us of record passport delivery, which is good, but we need the facts today. How big is the actual backlog? By when will the Passport Office’s too-long 10-week timeframe be down to the normal three weeks?

Deliveries are also delayed and other companies are having to help TNT. Its £77 million contract cannot be value for money, so will the Government be renewing that contract in July?

After years of covid, families finally want to get away this spring and summer. Instead, they face losing thousands of pounds if they cannot keep their holiday after the grief of chasing their passport. The Government need to do much, much better than this.

[Tom Pursglove]

I am very grateful to the hon. Gentleman for putting in for this urgent question today and for the way that he approached his contribution.

I again thank HMPO staff for the tireless work that they are doing to issue passports as quickly as possible for people who have made those applications; in saying that, I am sure the whole House joins me. I can also confirm for the House’s benefit that the service I referred to in Portcullis House is now live and available for colleagues to access to get help with these matters. Of course, it is also worth pointing out that the Minister for safe and legal migration—the Under-Secretary of State for the Home Department, my hon. Friend the Member for Torbay (Kevin Foster)—issued a “Dear colleague” letter yesterday that provided further detail on this issue.

The hon. Gentleman mentioned specifics in relation to contracts. Of course, what I must not do is get into contract-related deliberations on the Floor of the House today, but it is of course right to say that, where performance issues arise, candid conversations are had about performance and what interventions are required to improve performance, where necessary. I again reiterate for the House’s benefit that the key reality is that, between March and April 2022, Her Majesty’s Passport Office completed the processing of nearly 2 million applications. The vast majority of passport applications continue to be processed well within 10 weeks, with over 90% of applications issued within six weeks between January and March 2022. Less than 1.4% of the passports printed last week for UK applications had been in the system for longer than 10 weeks. Those are the facts. He asked for the facts. Those facts have been provided.

There is of course an expedited service available for individuals where passports have been in the system for more than 10 weeks, and I would certainly encourage people to avail themselves of that service if that is the situation they find themselves in. Of course, if there are Members of this House who have specific cases they wish to share with Ministers, we will happily take those away and look at them if colleagues make contact.