Oral Answers to Questions
Debate between Nick Smith and Kevin Foster(2 years, 5 months ago)
Commons ChamberRead Full debate Read Hansard Text Read Debate Ministerial Extracts
Nick Smith (Blaenau Gwent) (Lab)
The school holidays in Wales and England start on 22 July. There are nearly 30 million visits abroad by air in quarter 3, which includes those school holidays. To help families get away, will the Passport Office backlog be cleared by 22 July?
Kevin Foster
We have already made clear the actions we are taking. Since April last year we have been advising people to allow up to 10 weeks for an application, although 91% of people get their passport back within six weeks of applying. The hon. Member will also be aware that in some instances, such as school trips, collective passports can be used, subject to those being accepted by the country they are travelling to.
HM Passport Office Backlog
Debate between Nick Smith and Kevin Foster(2 years, 5 months ago)
Commons ChamberRead Full debate Read Hansard Text Read Debate Ministerial Extracts
Kevin Foster
I join the hon. Member in paying tribute to the staff at the Belfast passport office, who are working hard and delivering a strong service. I am pleased to hear about the engagement that he and his colleagues have had, which reflects some of the comments of other Northern Ireland Members about support in a previous exchange on passports. There is incentivised overtime, but obviously there has to be a balance in terms of wider pay policies. As I touched on, we need to ensure that people are working sensible amounts of overtime, because working seven days a week for months on end is not healthy or appropriate.
We are certainly looking at the future and what the capacity is in particular locations. We looked to see how we could maximise that, particularly as social distancing regulations ended. We dealt with something like 60,000 people at the counters in March and 74,000 last month. Although that is not the majority of our applications, it is certainly a service that we have looked to expand, as I will come on to in a moment.
Nick Smith
I thank the Minister for giving way. Will he please tell us how big the backlog at the Passport Office is at the moment?
Kevin Foster
I think it is safe to say that the vast majority of Passport Office staff have been back in the office for some time; indeed, as I have touched on, some of them have been in the office for seven days a week working overtime. There is a very small cohort employed specifically to handle digital work that is wholly online and can be dealt with purely online. Mostly that will be what we call simple renewals, where it is not necessary to look at documents—to prove citizenship, for instance. We have done pretty much all we can in getting people back into the office, although we did not exactly get a great deal of support for that approach from the Opposition. I am satisfied that the vast majority are now working in the office; anyone who needs to be in the office to do their work has been in the office now for some time.
Kevin Foster
The hon. Gentleman has already intervened once so I will continue.
HM Passport Office endeavours to process all applications as quickly as possible. The simplest of applications submitted online can be processed with fewer manual interventions, as I have just said, meaning a passport can be issued much more quickly. To help customers submit a simpler application, HM Passport Office is currently delivering a digital marketing campaign across social media with some basic tips such as applying online if possible and using a photo code from a photo booth or shop, including the photo booth we have here in Parliament.
It is worth noting, however, that the standard service does not have a guaranteed timeframe as a British passport cannot and will not be issued until all checks are satisfactorily completed. If further information is needed or an application is complex, the application will take longer, especially if there is doubt about whether the applicant is a British citizen.
Kevin Foster
The failure of the telephone line means that constituents have waited longer than they should have done. There have also been difficulties in receiving prompt updates to inquiries made by right hon. and hon. Members on their behalf. The number of HM Passport Office staff supporting the Home Office’s MP hotline and offering input and surgeries at Portcullis House has steadily increased. That will be monitored to ensure that those services to colleagues continue to improve. I am advised that people are now waiting much less time.