Passport Applications

Pamela Nash Excerpts

Wednesday 18th June 2014 Commons Chamber

[John Glen]

No. Given the limitations on time and given what the right hon. Member for Manchester, Gorton (Sir Gerald Kaufman) said earlier, I shall carry on.

More than 500 people missed their travel dates in 1999, and the Government then paid out over £124,000 in compensation for missed holidays, honeymoons and business trips. More than half of all calls failed to get through to the agency. The emergency measures put in place by the then Government cost a total of £12.6 million, including £16,000 spent on umbrellas for people queuing in the rain for hours.

It is important that today we reflect on what happened 15 years ago. It took the Government five months to get a grip of the problem and to put emergency measures in place, in stark contrast to what we have seen from this Home Secretary and this Government. The Government are not simply throwing extra resources at the difficulties; they are taking proportionate steps to reallocate 250 staff and add 650 staff to customer helplines. That action was taken quickly. The wider concerns that have been generated have increased unnecessary calls, leading to an extra administrative burden on the Passport Office. Let us put the situation in context. Between January and May, 99% of passports were issued within four weeks. That is a pretty impressive outcome.

As I said earlier, four constituents contacted me. One of them had to delay his holiday by one day, which is incredibly significant for him and his wife. I very much hope the Government will make it clear how compensation in such circumstances can be gained and the best way to approach that. I also hope that this afternoon’s debate is an opportunity for the Government to outline once again the considerable and sensible steps they have taken to ensure that people can receive their passports as soon as possible.

My councillor, Ian McLennan, a tenacious Labour councillor, was hoping to depart on a cruise with his wife but unfortunately the passport reached them one day late. He is the only constituent of mine who has experienced any meaningful problems. I see no reason why my constituency should be any different from any other. I hope that when the reviews take place, we look at some—

[Pamela Nash (Airdrie and Shotts) (Lab)]

Will the hon. Gentleman give way?

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[Pamela Nash (Airdrie and Shotts) (Lab)]

I echo what my hon. Friend the Member for Ayr, Carrick and Cumnock (Sandra Osborne) has said. I praise those who are working extremely hard to try to help people who are suffering as a result of this fiasco, namely the staff in passport offices up and down the country. I particularly want to place on record my respect for Farooq Belai from the MPs hotline, who has been very helpful, even when I have called him from home at the weekend. My constituency staff, James, David, Pat, Emma and Darren, have also worked extremely hard alongside me during the past few weeks to try to help my constituents. I will pick out a couple of cases to highlight the stress under which this problem has placed my constituents and use those cases to illustrate some of the points that the Home Secretary did not address in her opening statement. I hope that the Minister will address them in his closing remarks.

First, however, I want to come back on a couple of points made by Government Members. The whole speech made by the hon. Member for Northampton North (Michael Ellis), who is no longer in his place, was based on the assertion that there is a 97% success rate and the situation is getting better. He must have heard a different speech from the one I heard from the Home Secretary, because she was clear that the success rate is 89%, so it is getting worse. I appreciate that the hon. Member for Salisbury (John Glen) said that he had only had four cases and that he had also worked to try to help his constituents, but I feel he was trying to imply that the Opposition were making a mountain out of a molehill. I have 30 cases at the moment, and even the Prime Minister’s figures show that, on average, there are 46 cases in each constituency, so I have not got as many cases as some hon. Members.

The first case that I would like to highlight is that of Emma Goldie. She applied on 24 April so that she could go on a once-in-a-lifetime trip to New York with Caldervale high school in my constituency, and her family saved up to pay the £1,200 that she needed to go. I have been fighting with the Passport Office for the past few days to get her a passport, because she has not heard anything. I was told last night that the staff would try to get her an interview in Glasgow today. Unfortunately, she got a phone call this morning to say that her passport would not be ready for weeks. I apologise for the fact that I have been doing a lot of texting and emailing while I have been sitting in the Chamber, but we have managed to get her an interview in Glasgow.

That case raises two points. First, I tried to contact the Durham office, which is dealing with our case, through the MPs hotline yesterday, and I was told that it is no longer picking up the phone not only to inquiries from Members of Parliament, but to the MPs hotline itself. I asked for that to be confirmed in writing, by e-mail, and I was told that the gentleman I spoke to was not authorised to do that. However, he sent me his contact details, so I can pass them to the Minister if that is helpful.

Secondly, my constituent was repeatedly put off because her travel date was not until this Friday, 20 June. I understand that the Passport Office is dealing with cases in order of travel date, and I can see the logic in that when we are in such a crisis, but the date of travel is not always the date on which someone needs their passport. If someone has to apply for a visa, for instance—or, if they are travelling to America, an electronic system for travel authorisation visa waiver, which was the case for my constituent—they will need their passport before the date on which they travel. Will the Minister take on board the fact that the date on which the passport is needed is not necessarily the same as the date of travel? Will the Passport Office look at that, ask applicants for the date on which their passport will be needed and change the order of applications to reflect that?

The other case I want to raise is that of a gentleman who missed his first day in a new job abroad this week. He and his family are now terrified that he has lost the job, and I am supporting them and hoping that that is not the case. That happened through no fault of his own, because he applied for the passport a while ago. The same gentleman and his wife have also been saving for three years to take their children to Disneyland later this week, but he still does not have his passport. He has been asked to go to Peterborough for an interview. Why are Scottish people not being given interviews at Glasgow passport office? We are fighting for that, but I have had constituents going to Durham and Peterborough. All Scots should be going to Glasgow.

Finally, I reiterate the points that have been made about compensation. The Minister has said that the success of the economy has led to the influx of passport applications. If those applications are from people who have not been able to afford a holiday until now, I suggest that those people will be the least able to afford the extra costs that they have incurred as a result of this situation, and I ask for them to be compensated fully.

--- Later in debate ---

[Mr Speaker]

Order. I do not know what understandings there might be—I feel sure that they would have to be respected by the parties as a matter of integrity—but procedurally, there is no question of the Minister having only a few seconds left. He has relatively unlimited time if he wishes to avail himself of it. I call the Minister.

[Pamela Nash]

rose—

[James Brokenshire]

I give way briefly.

[Pamela Nash]

I sensed that the Minister was about to conclude his remarks, but two specific points from my speech have not been addressed. First, I asked about the circumstances when the date by which a passport is needed is not necessarily the date of travel—where there is a visa or electronic system for travel authorisation, for example—so will he advise the Passport Office to make it a priority to deal with that? Secondly, he mentioned interviews at Glasgow, but can he guarantee that Scottish people will be able to get such an interview at Glasgow where it is more suitable for them rather than having to travel elsewhere?

[James Brokenshire]

On the latter point, the Home Secretary has spoken to the head of operations at the Glasgow office. We are carefully monitoring the availability of appointments at the counter in all our offices, and we are specifically focused on Glasgow, given the understandable desire for people to get passports for their holidays. As for individual foreign cases, we have set out the guidance on the seven-day period for providing information on airline bookings and other details. I recognise the importance to each individual and each family of receiving their passports. That is why our focus remains on delivering a high-quality passport service for the benefit of the public. That is what this Government are committed to do and that is what we are focused on delivering.

Question put,