Armed Forces Commissioner Bill (Third sitting)

Debate between Pam Cox and Luke Pollard

Committee stage
Thursday 12th December 2024 Public Bill Committees

[Pam Cox (Colchester) (Lab)]

I want to make a point about the wording of the amendment, which reads:

“The Commissioner shall operate independently from”.

Reviews that I have conducted of the powers of other commissioners do not explicitly state that. There are many special interest commissioners these days, so this would be an unusual provision in that regard. Like my hon. Friend the Member for Dunfermline and Dollar, I think the building of trust is essential to the smooth operation of the commissioner’s work with the armed forces and their families, which we so badly need. But that will be done in so many ways through the office of the commissioner. I do not think it would depend on this particular amendment.

[Luke Pollard]

I genuinely welcome the principle of the amendment and the spirit in which it has been tabled. It seeks to reinforce, in the Hansard of this debate, the position of both the Opposition and the Government: that the role should be independent. The commissioner should be able to conduct their inquiries and work separate from the functions of Government. It is precisely for that reason that we have drawn up the legislation in this way, so that the commissioner is independent. It is always helpful to place that on the record again. Should any future generations need to look at the intent of the Government at the time when this legislation was originally proposed and at our cross-party agreement that the commissioner should be able to carry out their functions without direction from the Ministry of Defence, they will be able to refer to this part of the debate and see that very clearly.

Armed Forces Commissioner Bill (First sitting)

Debate between Pam Cox and Luke Pollard

Committee stage
Tuesday 10th December 2024 Public Bill Committees

[Luke Pollard]

Q Thank you for that. Secondly, in relation to the ability of armed forces personnel to raise issues, people in civilian roles have greater access to do that. Can you talk us through how you think it might work, being able to raise an issue that is outside the chain of command, but is still within what is, in our military, quite a hierarchical structure? Can you talk us through how organisations such as yours would be able to communicate the ways in which that could work, but which do not undermine discipline and military order, and which provide the opportunity for the commissioner to hear from people about their particular concerns?

Angela Kitching: When we have gathered evidence before, particularly on sensitive issues, often we have allowed people to speak openly to us with a very clear and ethical statement about how we are going to use that information, which they previously agreed to. There is certainly the potential for us to be able to pass on that information on behalf of armed forces groups. We did that in relation to the Etherton report when people did not want to give individual evidence and did not want to step forward themselves. We gathered those views and submitted them to the review team on behalf of people who did not want to identify themselves. There is potentially a role for organisations—not just us, but many others—to do that. Thinking about the location of those conversations is really important. They cannot be on bases; they need to be in an environment where people feel comfortable to express themselves.

Overall it is the assurance that the office of the commissioner has a degree of separation from chain of command that is the most important thing. Ensuring that the office has adequate resources to be able to do the kind of work that I have just described will be important, and trying to make sure that that person is able to demonstrate that they are sufficiently independent of the current chain of command, and are really able to bring forward views that will very difficult for chain of command to hear, is important.

Ted Arnold: Also, it is important for chain of command to feel that they are comfortable raising those issues as well, knowing that it is going to the Secretary of State and being considered by Parliament.

That also builds on and adds to the importance of the commissioner drawing upon data and evidence from the veterans’ community, particularly those who have been recently discharged. For some, it takes many years for them to get help and to reach that crisis point—to have those reflections and be able to say what could have been done better during their service. The removal over time—being away from your service and not fearing repercussions, particularly in terms of your career, can add to that. As Angela said, the Etherton review was a great example.

[Pam Cox]

Q Thank you for joining us today. I recognise much of what you say about the challenges of service life through my experience in the armed forces parliamentary scheme and representing a garrison city, Colchester. We all hope that the Armed Forces Commissioner will help to address those challenges. We talked about how we might measure the impact of the commissioner role, but how might that impact be communicated? What role might your organisations play in helping to communicate that?

Angela Kitching: I think it is really important to lay out from the start what the intended change is. When we are asking the commissioner to report, it needs to be a report that looks at the intended impact and then tries to measure against that. It cannot just be a report of activity.

I also think that, as the commissioner opens thematic reviews, they need to make sure that they invite evidence from organisations, academics and others who have depth of experience in some of the best ways to address some of those issues, and looking at the change that could be achieved over time. Many of them are well-trodden paths as research issues either in this country or internationally. They need to be looking at what works and addressing some of the concerns—that evidence is readily available, and we need to make sure that the commissioner is on the front foot in drawing that in.

In terms of Parliament, as soon as reports are laid in Parliament, we obviously do our best to try to make sure that they are well communicated in the community, but it is very difficult to reach into somebody’s service life. They are in the middle of their job, as you will have experienced, and their head is on the job. It is about making sure that they are well networked in the armed forces community. The armed forces champions who were mentioned would be one way of making sure that the wider system understands the changes that are necessary. Armed forces liaison officers, who are Government-appointed in Wales, are a good model for people whose role it is to reach into communities and are additionally resourced to do that, unlike the armed forces roles in local authorities and the NHS, which are usually voluntary. It is about being well networked in the existing armed forces communications structures.

There is also something about the in-service welfare system, which, as Ted mentioned, can be incredibly patchy in the way that it delivers outcomes for people. I think there is probably a duty there that thinks about how better we can require the in-service welfare system to consider changes that come out of the commissioner’s office, perhaps requiring them to write back to say, “This is the impact and this is what has changed as a result of it.”

I am afraid that the way to do it is probably all of those methods at once.

Armed Forces Commissioner Bill (Second sitting)

Debate between Pam Cox and Luke Pollard

Committee stage
Tuesday 10th December 2024 Public Bill Committees

[Luke Pollard]

Q Thank you all for coming to provide us with evidence today. As Devonport’s MP I get lots of copies of Homeport from the Naval Families Federation for my constituency office, so thank you for all those that come through the post. For me the extension to families is a key part of the legislation, because it is the first time that we have had the acknowledgement of families in the Armed Forces Act with a real focus on their welfare needs.

I am interested to get your perspective on how you think an Armed Forces Commissioner’s office would deal with and seek to build trust with the families, because it is much easier for the commissioner to visit a base. If there is accommodation on site, that might be the case. But we know that not everyone who serves and their families live on bases. We explicitly exclude the commissioner from having a right to inspect someone’s home without notice, for very good and obvious reasons. But how do you think the commissioner should access and seek to get views from and be responsive to the needs of families? I know that will change depending on service and location and the barriers to get there. It is important that we have an understanding about what they are so we can seek to overcome them. Can you expand on that kind of challenge? Shall we go to the Navy first?

Sarah Clewes: That will be the tricky bit—building the trust and giving prompt responses. Doing what the commissioner says he or she is going to do will be really important to build that trust. We know from the covenant, for example, that has been around for 12 years, that if you ask serving personnel and their families, a large percentage of them still do not know what the covenant is, what it does, or how it changes their lives, and that has been around for a long time.

That is just an example of how education is absolutely key, as is building trust and rapport and having really slick processes so that if somebody has been invited to ask a question they get a swift response in plain language. Again, that will be really important when you respond to a serving personnel. You might send them a link to a joint service publication or whatever, but that will not wash with families who probably cannot access the JSP because of the firewall. What good is that? So having those tailored responses and being mindful of the audience that will be new will be absolutely key, and that will be the tricky bit.

Collette Musgrave: I would echo Sarah’s comments. Something that we have grappled with for a long time is how you engage with families. It is really important to understand, as Sarah says, how important trust in the system is. If expectations are not met fairly swiftly, families, on past experience, will simply not engage. But there is a more practical element, which Sarah touched on: access, accessibility and understandability. Too many of the responses that come out of Defence and too much of the communication is in language that is simply not accessible to people who are not wearing uniform. As somebody who used to wear uniform and was an MOD civil servant, I would argue that at times it is not even accessible to me, so it is about making it clear and really easy to access and offering a range of access.

Yes, we are all shifting to digital, and yes, we have seen in our organisations a distinct switch to people wanting to engage with us via email or other digital means, but there is still a large section of families who are not really able or willing to engage with that process. They will need to be able to pick up the phone and speak to somebody, and to have somebody at the other end who understands what they are saying. If I may refer back to the housing issue, the roll-out of the new housing contract and the Pinnacle help desk, one of the biggest issues with that was not having somebody who picked up the phone. When someone did, they had no empathy or sympathy with the issues being raised, let alone an understanding of them. In terms of the physical process of access, that will be absolutely key in ensuring that that works for families, is consistent and delivers what they expect.

Maria Lyle: The only thing I would add is that there is an opportunity to get it right at the beginning. Yes, no one gets everything nailed on the first time—the person in that role needs to develop it—but if the offer is clear at the beginning, it makes it a lot easier. By that, I mean: is this office more strategic or tactical? That is part of the process that we are working out now. By that, I mean that if people are making a series of phone calls to that office, it will have to be staffed to deal with multiple thousands of calls a year. If that is not what the office is set up to do, and if it is more about dealing with and amplifying strategic messaging about what is going wrong, the communications could be based on that. But if families are led to believe, “This is somewhere I can ring and they will get my house sorted,” it is about managing those expectations and nailing those comms.

Therefore, upstream of that, it is about being very clear and coherent about what the office is setting out to do. Is it individual case management for any family who rings up with a problem? That is very different from an office that views the evidence and goes, “The key issues for military families are these three. Here is what my team is going to do about them.” In terms of what you communicate to families, those are quite different beasts. It is really important to get that right.

[Pam Cox]

Q Thank you for joining us this afternoon. One of the key functions of the new commissioner will be to promote

“the welfare of persons subject to service law and”—

this is a key phrase—“relevant family members”. That is left deliberately broad. What is your view on how a relevant family member might be defined?

Collette Musgrave: Where to start? This is a problem that we have grappled with for many years. The Army Families Federation is 42 years old, and what a family member looked like back then is very different from what a family member looks like now.

Maintaining that flexibility about what a family member is has been absolutely key for us in being able to properly support families. It may very well be a spouse or civil partner, or it may be a child. It may be a grandparent, if they were involved in caring for or supporting the family in any way. It may be an aunt or uncle. Quite frankly, with many of the people we deal with, some of whom have had quite challenging and difficult upbringings, it may be that they regard their wider friendship network as their family and their support network. It is a real challenge sometimes for us as an organisation to delineate and work this out so that we can best support the individual or the family in question.

Clearly, when it comes to the provision of defence processes and services, there are quite clear rules and regulations about who is in scope. My organisation and I personally might take issue with some of those, but none the less they are quite clearly laid out. One of the key difficulties that families face is often navigating that alongside their expectations, and alongside how wider society and some of the statutory external bodies I referred to earlier regard a family. It is that level of confusion that this process will have to work through quite quickly, referring back to Maria’s point about expectation management.

I note that in the debate and the questions in the House there were quite a lot of comments about bereaved families. There has been a significant amount of work over the last couple of years on identifying and supporting bereaved families, and meeting their actual needs rather than their perceived needs. We would certainly like to see bereaved families being addressed in some way within the scope of the Armed Forces Commissioner’s activities.

That would probably be something of a challenge, because the needs and requirements of a family when they are initially bereaved can be quite different from those of a bereaved family 10 or 20 years down the line. That would most definitely be something of a challenge for the Armed Forces Commissioner to work through. Nevertheless, we feel quite strongly that bereaved families should be included in the scope of the definition of families. Beyond that, it is not straightforward. We would like to see the broadest possible definition, because that is what service personnel and their families need, and it should be responsive to their needs and not to what happens to be in the relevant JSP.

Maria Lyle: I recognise that in the legislation, there may need to be—I do not know; I am not responsible for passing this Bill—a clause about what is applicable overseas and in the UK regarding families, for example, and how they are defined and dealt with.

I will give a live example of why it is important to keep the definition as broad as possible. At the moment, adult children are no longer defined as “dependents”, but many families talk to us about the needs of their young adult children who cannot access bases because they can no longer get a dependent’s pass, perhaps because they are at university or have left university. These days, of course, it is really hard for a young person to get accommodation, so they often stay at home sharing married quarters in a way that they would not have done 10 or 20 years ago. It is that sort of thing—the changing shape of family—and this Bill is an opportunity to allow some of those issues to be voiced and made relevant to an Armed Forces Commissioner.

Sarah Clewes: A family may also constitute a couple who have chosen not to have children or who cannot have children. We may think of them as a couple, but actually they are a family, because they are a couple. Are they within or without scope? It is important to consider every single differing family dynamic so that people are not excluded.