Oral Answers to Questions

Philip Hollobone Excerpts

Thursday 22nd June 2023 Commons Chamber

[Oliver Dowden]

I am very sceptical about adding further regulatory burdens to business. I think most businesses are incentivised to make sure their employees have a safe and appropriately cooled place to work, which is the appropriate way to proceed. However, we are working across Government, and through things such as local resilience fora, to make sure businesses are properly advised on the appropriate steps to take.

[Mr Philip Hollobone (Kettering) (Con)]

15. If he will take steps with Cabinet colleagues to improve response times to calls made to the customer helplines of Government agencies.

[The Parliamentary Secretary, Cabinet Office (Alex Burghart)]

We know the frustration that my hon. Friend’s constituents, and indeed all constituents, feel when they are kept waiting on helplines. Departmental helplines are not managed or run centrally, and therefore each Department is responsible for its own helplines and for response times and waiting times. However, I know His Majesty’s Revenue and Customs, for instance, has recognised that its customer services have not been good enough recently and is taking steps to improve them.

[Mr Hollobone]

With two thirds of HMRC staff working from home, and with HMRC taking more than 20 minutes, on average, to answer the phone, HMRC has now shut down the busy self-assessment helpline over the summer. Will my hon. Friend take action, together with His Majesty’s Treasury, to address the presently appalling level of customer service at HMRC?

[Alex Burghart]

I am sure my colleagues in HMRC will have heard my hon. Friend’s comments.

--- Later in debate ---

[Oliver Dowden]

I suspect the question is a matter for the Department for Education. I think the reasoning is that it tends to be warmer in August, but I am happy to take up the matter with my ministerial colleagues.

[Mr Philip Hollobone (Kettering) (Con)]

What steps is the Cabinet Office taking to honour the Conservative party’s manifesto commitment to protect Northern Ireland veterans from vexatious litigation?

[Johnny Mercer]

I can tell my hon. Friend and the House that we are nearly at the summit of that mountain. The Bill is continuing to go through the Lords. It will come back to this House and become law by the summer recess. We will have delivered on a manifesto commitment to protect those who served us in Northern Ireland, of whom we are deeply proud, from the vexatious nature of investigations and litigation, while providing a better opportunity for all victims of that conflict to find out what happened and to focus on reconciliation and the future.