HM Passport Office

John Bercow Excerpts

Thursday 12th June 2014 Commons Chamber

[The Secretary of State for the Home Department (Mrs Theresa May)]

Her Majesty’s Passport Office is receiving 350,000 more applications for passport applications and renewals than is normal at this time of year. This is the highest demand for 12 years. Since January, HMPO has been putting in place extra resources to try to make sure that people receive their new passports in good time, but as the House will know there are still delays in the system. As the Prime Minister said yesterday, the number of straightforward passport applicants who are being dealt with outside the normal three-week waiting time is about 30,000.

Her Majesty’s Passport Office has 250 additional staff who have been transferred from back-office roles to front-line operations, and 650 additional staff to work on its customer helpline. HMPO is operating seven days a week and couriers are delivering passports within 24 hours of their being produced. From next week, HMPO is opening new office space in Liverpool to help the new staff to work on processing passport applications.

Despite those additional resources, it is clear that HMPO is still not able to process every application it receives within the normal three-week waiting time for straightforward cases. At the moment, the overwhelming majority of cases are dealt with within that time limit, but that is, of course, no consolation to applicants who are suffering delays and are worried about whether they will be able to go on their summer holidays. I understand their anxiety and the Government will do everything they can—while maintaining the security of the passport—to make sure people get their passports in time.

There is no big-bang single solution so we will take a series of measures to address the pinch points and resourcing problems that HMPO faces. First, on resources, I have agreed with the Foreign Secretary that people applying to renew passports overseas for travel to the UK will be given a 12-month extension to their existing passport. Since we are talking about extending existing passports—documents in which we can have a high degree of confidence—this relieves HMPO of having to deal with some of the most complex cases without compromising security.

Similarly, we will put in place a process so that people who are applying for passports overseas on behalf of their children can be issued with emergency travel documents for travel to the UK. Parents will still have to provide comprehensive proof that they are the parents before we will issue these documents, because we are not prepared to compromise on child protection, but again this should relieve an administrative burden on HMPO.

These changes will allow us to free up a significant number of trained HMPO officials to concentrate on other applications. In addition, HMPO will increase the number of examiners and call handlers by a further 200 staff.

Secondly, HMPO is addressing a series of process points to make sure that its systems are operating efficiently.

Thirdly, where people have an urgent need to travel, HMPO has agreed to upgrade them: that is, their application will be considered in full; it will be expedited in terms of its processing, printing and delivery; and HMPO has agreed to upgrade those people free of charge.

All these measures are designed to address the immediate problem. In the medium to long term, the answer is not just to throw more staff at the problem but to ensure that HMPO is running as efficiently as possible and is as accountable as possible. I have therefore asked the Home Office’s permanent secretary, Mark Sedwill, to conduct two reviews—[Interruption.]

[Mr Speaker]

Order. The Home Secretary’s statement must be heard, and preferably with courtesy. There will be plenty of opportunity for questioning, but let us hear what the Home Secretary has to say.

[Mrs May]

As I said, in the medium to long term the answer is not just to throw more staff at the problem but to ensure that HMPO is running as efficiently as possible and is as accountable as possible. I have therefore asked the Home Office’s permanent secretary, Mark Sedwill, to conduct two reviews: first, to ensure that HMPO works as efficiently as possible, with better processes, better customer service and better outcomes; and, secondly, to consider whether HMPO’s agency status should be removed, so that it can be brought into the Home Office, reporting directly to Ministers, in line with other parts of the immigration system since the abolition of the UK Border Agency.

[Mrs May]

The shadow Home Secretary has raised a number of issues. The Passport Office started to receive increased numbers of applications not just in recent weeks, but from the beginning of the year, so it took action to increase the number of staff available to deal with them. From January to May, over 97% of applicants in straightforward cases received their passport within three weeks, and over 99% received them within four weeks, but of course that means there were applicants who did not receive their passport within the normal expected time. That is why the Passport Office has been increasing the number of staff throughout this period and will continue to do so, as I have indicated.

The shadow Home Secretary asked about the difference between straightforward and more complex cases. A case is straightforward when all the information is there and the application form has been properly filled in, signed and so forth. In those cases it is possible to deal with a straightforward renewal very quickly. [Interruption.] The problem comes when the right information is not there or the correct forms have not been sent in—[Interruption.]

[Mr Speaker]

Order. Mr Bryant, we cannot have a running commentary throughout the Home Secretary’s response. Colleagues will have plenty of opportunity to question the right hon. Lady, but her remarks must be heard with a modicum of courtesy.

[Mrs May]

A case ceases to be straightforward if it is necessary for the Passport Office to go back to the individual to request other documents, which of course delays the process. We are looking at part of the system to ensure that that is being done as efficiently as possible.

The shadow Home Secretary asked about taking over the process of passport applications from British nationals overseas. Before March this year that was done by the Foreign and Commonwealth Office at processing centres world wide. The change was made to provide better value for the fee-payer and greater consistency in how overseas passport applications are assessed, and to use our expertise to better detect and prevent fraud. The checks needed for applications from overseas can take longer than those for applications in the UK. Security is our priority and we will not issue a passport until the necessary checks have been completed. However, as I said in my statement, for those applying for a renewal from overseas, where we can have confidence in the documents that they have already had and the process they have been through, we will be offering an extension of 12 months.

Finally, the shadow Home Secretary raised the issue of staff numbers, as did other Members earlier this week. Here are the figures: in March 2012 the Passport Office had 3,104 members of staff—[Interruption.] Opposition Members talk about 2010, so I will make one simple point: when we took office there were staff in HM Passport Office who had been brought in to deal with the new identity card. This Government scrapped the identity card. Over the past two years the number of staff in the Passport Office has increased from 3,104 to 3,445. That is the answer. People might say that this is about reduced staff numbers, but actually staff numbers have been going up over the past two years.

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[Mr Geoffrey Robinson (Coventry North West) (Lab)]

Is the Home Secretary aware that it was nothing short of idiotic to take on the responsibility for processing passport applications from overseas at the very time when her Department was expecting the pre-summer surge, which happens every year? There is a bit more of a surge this year, but it is more or less in line with the extra people that she has. That was plainly just an idiotic management decision.

More importantly, will the Home Secretary explain to the House why there was not a single Government Back Bencher at the Adjournment debate on this issue to represent people’s interests, despite her plug for the debate earlier that day? The Minister for Security and Immigration, who is responsible for the Passport Office, reassured the House on Tuesday that

“We have not compromised on our checks, and will not do so.”—[Official Report, 10 June 2014; Vol. 582, c. 526.]

How was it possible for him to give that reassurance when a letter had gone out the previous day doing precisely that? Why does she not—

[Mr Speaker]

Order. May I just say before the Home Secretary responds that there is a great deal of interest, which I am keen to accommodate, at least in part? It would help if contributions were brief. We have the business question to follow and the last day of the Queen’s Speech debate is exceptionally heavily subscribed. People will lose out, and they will lose out all the more if there is not economy.

[Mrs May]

Thank you, Mr Speaker. I will attempt to be brief in my response.

As has been made clear publicly, Ministers were not aware of the document to which the hon. Member for Coventry North West (Mr Robinson) refers, and they asked for it to be withdrawn immediately.

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[Mr Tom Clarke (Coatbridge, Chryston and Bellshill) (Lab)]

This is the biggest problem that my constituency office has been presented with since the bedroom tax. My staff have often worked overtime to deal with cases such as those of the lady who phoned early one afternoon to say that her friend was leaving Glasgow airport at six o’clock the next morning and did not have a passport, and the man who, two months after sending off his application, received a letter saying that it had not been signed. My staff would want me to pay tribute to the—

[Mr Speaker]

Order. I am sorry. The right hon. Gentleman is an extremely senior Member and I treat him with the utmost courtesy, but we are very pressed for time. What we need is a one-sentence, short question.

[Mr Clarke]

I am happy to oblige, Mr Speaker. Will the Home Secretary address herself to the question put to her by my hon. Friend the Member for Hayes and Harlington (John McDonnell), and personally meet front-line staff and union representatives who warned that this was going to happen?

--- Later in debate ---

[Several hon. Members]

rose—

[Mr Speaker]

Order. I am sorry to disappoint Members who are still rising, but I know they will understand that I must have some regard to the overall level of demand for other parts of today’s schedule, and that we must now move on. I am sure that there will be further opportunities to explore these issues.