Passport Applications

Paul Flynn Excerpts

Wednesday 18th June 2014 Commons Chamber

[Yvette Cooper]

I think that goes to the heart of the problems faced by a lot of families, who are experiencing stress and delay, but also having to pay for it.

The Home Secretary has said that British residents will be able to get a free fast-track upgrade if they are due to travel. Again, that is welcome, but even that is causing problems. One family who drove to Durham told us:

“My husband queried the fee and they said it’s not true about the fee waiver and it was just a rumour.”

Another was told that if they wanted to fast-track, they would have to cancel their existing application and that that would take 14 days. People who submitted their application online are being told that they cannot get a free upgrade. Even for a fast track, people have to make an appointment. One family were told that the only appointment in the next three weeks was in Durham.

According to the helpline today, the soonest that anyone can get an appointment anywhere in the country is Friday in Durham or Sunday in London, and even then it could take them an extra week to get their passport. Anyone who wants the premium service—to get their passport the next day, because they are about to travel urgently—will still have to pay. According to the Home Secretary, only the fast-track upgrade is free, not the premium service, despite the fact that some people applied for their passports many weeks ago and are now right up against the line.

[Paul Flynn (Newport West) (Lab)]

My right hon. Friend is being very generous in giving way. Did she notice a Monty Python-esque moment in the Home Affairs Committee yesterday? It was very similar to the salesman’s explanation that the parrot was not dead, but was very deeply asleep. When the chief executive was asked about the logjam, he said there was no logjam. When he was shown published photographs of rooms of chairs and tables filled with passport applications, he said, “That’s not a logjam; that’s work in progress.” It was pure Monty Python.

[Yvette Cooper]

We have heard that point made by Ministers, the Home Office press office and officials—“Backlog? No backlog.” Yet that is not the experience of families across the country.

What about those who have paid already, one of the key issues in our motion? Martin Cook from Ipswich, who applied many weeks ago, before the three-week deadline, has now had to pay £65 to upgrade, so that he and his wife can go on a romantic break to Prague. Audrey Strong’s 94-year-old mother—whom my hon. Friend the Member for Bristol East (Kerry McCarthy)mentioned—has paid the extra to upgrade so that she can go on her cruise. She feels like she is being held to ransom. After weeks of delay, Anne Dannerolle from Hull paid for the upgrade to next-day delivery. Her passport still did not come and she had to drive a 200-mile round trip just hours before her flight. Roy Pattison, a security guard from Worcester, applied seven weeks ago, before his holiday to Turkey. Finally, on Friday he paid to upgrade to the fast-track service, but his passport still did not arrive on time.

The Passport Office has made money out of those families. Too early to get the Home Secretary’s fast-track offer, but too late to wait any longer before they travel, they have been forced to pay out. I therefore urge the Home Secretary to agree today that those families who have already had to pay out because of her delays should also be refunded the cost of their fast-track service.

We still do not know when things will be back to normal. Families still do not know how long they can expect to wait. We still do not know whether the Home Office has a grip, but families want answers now. We want to know when things will be back to normal. The Home Secretary should look again at the system for processing overseas passports, because it is not working. She should look again at the staffing, to ensure that she has enough staff in place to get the backlog down fast. She should look again at other measures to get through the summer, such as more support for check and send to reduce errors at this difficult time. She should look again at the fast-track and premium services, because they do not seem to be working well enough. She should also look again at compensating people who have paid extra fees through no fault of their own.

Would it be too much to ask for a little bit of humility from the Home Secretary when she stands up today, given the holidays she has put at risk? Yesterday the chief executive of the Passport Office gave an apology; last week the Prime Minister gave an apology; so can we have an apology from the Home Secretary, as the Minister in charge of it all? Why doesn’t she begin her speech with that apology to those families now?

--- Later in debate ---

[Paul Flynn]

Sadly, the Newport office is closed. It is no longer a fully fledged office. It does not have the ability to deal with postal applications. In this crisis, hundreds of people have been forced to go to Liverpool to get their passports. We have half a passport office in Newport, which is a disgrace, as Wales deserves at least one fully fledged passport office.

[Mrs May]

Obviously, I am aware of the hon. Gentleman’s very particular constituency interest in this issue, but he does make the statement, as others do, that the Newport passport office has closed. The Newport office continues to operate as a customer support centre with 150 full-time equivalent posts.

I also want to address the allegations about a backlog and this issue about the figures. It is usual during peak periods for HMPO to operate with high numbers of passport applications in the system at any one time. This is normal work in progress. There can be 350,000 to 400,000 applications being processed at any given time. The overwhelming majority are dealt with within the three-week service standard.

As things stand, HMPO is receiving up to 150,000 domestic applications each week, and around 9,000 overseas applications. Around 480,000 applications are currently being dealt with, compared with 350,000 to 450,000 in normal circumstances. The figure will vary from week to week depending on passports issued, applications withdrawn and applications received. I should be clear about the figures. The right hon. Member for Normanton, Pontefract and Castleford said that there was a backlog of hundreds of thousands, but there is no backlog of 480,000 cases. That number represents the total number of cases in HMPO’s system at present.

As the Prime Minister told the House last week, there is a number of straightforward cases that would ordinarily have been processed within the three-week service time that are not being processed quickly enough. That number, as of the beginning of this week, is approximately 50,000.

--- Later in debate ---

[John Glen (Salisbury) (Con)]

I should start by putting on the record my regret for those four constituents who contacted me because they were experiencing difficulties. Three of them were dealt with immediately and just one had to wait one extra day for a passport.

I confess to being a little surprised that the Opposition have used this first Opposition day for a debate on this subject, given that the Government have responded so fully over recent days to take the action necessary. In the hour and a half I have been sitting in the Chamber, nobody has answered the question why there has been such unprecedented additional demand. I suggest that in addition to continued falls in inflation and unemployment, the demand for passport renewals and replacements—at its highest for 12 years, with over 350,000 additional applications lodged compared with the same time last year—is a clear sign that overseas travel is higher on the agenda for many businesses and families than could have been anticipated earlier this year.

The Opposition frequently inform us that we should learn the lessons of the past. I agree—it is important that we learn from previous experiences. The Passport Office currently has a considerable number of applications to process, but 15 years ago, under the previous Administration, the number was not 480,000, but 565,000 at the height of the 1999 crisis. But the most important figure is that of the 480,000 cases currently in progress—just 30,000, or six in every hundred, are being dealt with outside the normal three-week waiting time.

[Paul Flynn]

Will the hon. Gentleman give way?

[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—

--- Later in debate ---

[Paul Flynn (Newport West) (Lab)]

The Newport passport office was closed in 2011, despite fierce opposition from all the political parties in our area and from my hon. Friend the Member for Newport East (Jessica Morden). It was a tragedy from which the city has never recovered. It took the passport office out of the heart of the city. We now have half a passport office service there. The decision was taken for managerial reasons, and authorised by a civil servant. I am sure that her career will have prospered. However, the lives of 150 people in Newport were devastated by the change.

It is nonsense to say that the closures did not lead to this crisis; of course they played an important part. There would be 150 trained, skilled people working there to keep the backlog down if it had not been closed. When the Government start to restore the emaciated passport service that is left, they have an obligation to put the jobs back into the places from which they were so cruelly torn away in 2011.

I believe that this foul-up will become one of the signature foul-ups of this Government. They will be rejected by the public not because of Europe or any other great issue, but because they are guilty of creating an ineptocracy. Virtually nothing that they have done has worked. What has happened with Atos, Capita, G4S and the rest of those great enterprises that have been set up—with the mountain of complaints, hurt and anger from the public—will be the reason why the Government are rejected.

The Government’s reaction to the crisis has followed the usual pattern. First, they say that there is no crisis and ignore it, thinking that it will go away. They deny that the crisis is taking place. When it becomes a national scandal, as this one has in the past fortnight, their response is panic. There is management by panic. The Home Secretary came to the House and introduced half a dozen new measures. That is no way to run the place, when the whole crisis was predictable and, indeed, predicted. There is then a refusal to take responsibility and to accept blame. I asked the Home Secretary last week whether she had the humility and common sense to apologise. She did not.

Paul Pugh did apologise yesterday, but he then put forward the preposterous argument that, having been responsible for the foul-up, which he admits, he is the only person who is qualified to put it right. That is like saying that the greatest criminal is the best person to run the police service. It is an extraordinary argument. There would be great satisfaction among the many people who have been badly treated by this Government and Mr Pugh if he resigned. It would please those people and it would be no loss to the country.

We look forward to seeing what can be done with the passport service. It is a service with a great history. I have represented passport workers since 1972. The passport office came to Newport in 1967. I was a local councillor at that time and I know the service well. The last crisis that everyone made a big fuss about was a computer disaster. We virtually had two passport staffs—one employed by Siemens and one employed by the passport service—running in parallel.

That crisis was nowhere near as bad as this one. At no time has there been such a sense of anxiety and of being betrayed, with trips being made to places so far away. It is unprecedented. The public will not forget this and will not forgive the Government for it. When the reckoning is made, we will find that the costs have been enormous. The Government are not coming up with any figures at the moment, but they are compensating people here and there for lost holidays and all the rest of it. The huge amount of compensation will dwarf any savings that the Government made through their cruel cuts in 2011. The people of Newport will remember that and I am sure that they will do the right thing when they vote next year.

This is a Government of incompetence who have created an ineptocracy. That will be their political doom.