Identity Documents (Home Office)

Debate between Stephen Doughty and Mark Harper

Tuesday 19th November 2013 Westminster Hall

[The Minister for Immigration (Mr Mark Harper)]

I reiterate what the hon. Member for Cardiff South and Penarth (Stephen Doughty) said; it is a great pleasure to serve under your chairmanship, Mrs Main. I do not think that I have done so, either, if I remember accurately. That is clearly an oversight by the House scheduling authorities and it is a great pleasure to redress it.

The hon. Gentleman raises a number of cases. It is difficult to comment on the specific cases for which he has not furnished the details, but I will try to comment on the general points. I thank him for what he said about the front-line Home Office staff and the MP account manager team that supports his office. I know from conversations we have had that it does its best to support his office, as it supports other hon. Members. We have been trying to put a great deal of effort particularly into supporting Members of Parliament. That does not mean that there are no issues, but in terms of the ability for MPs to get swift answers on operational matters and to resolve issues, both the director general, Sarah Rapson, whom the hon. Gentleman mentioned, and myself have made it clear in the organisation that, when an MP account manager is pressing for information or action, they are acting on my behalf and that of the director general to resolve the issue for hon. Members. That message is getting home. MP account managers are therefore empowered to seek answers from the Department. Of course, if hon. Members are not happy with the response from the MP account manager, or if the MP account manager has not delivered it, they have the option of raising the matter directly with me, as the hon. Gentleman is doing today.

Before I move on to the care and custody of documents, let me respond to the hon. Gentleman’s mentioning the time taken to make decisions and how many cases are ongoing. That is a good point, because a number of the hon. Gentleman’s examples stem from the length of time that cases took to decide. Some cases were a result of the backlog of lengthy decision making in asylum cases. Clearly, if somebody’s case file is being held and the arrangements take the best part of a decade, it is not surprising that mistakes and errors happen with paperwork. One solution is to make faster decisions and return the documents in a timely fashion.

The hon. Gentleman knows—I have been frank about it in the main Chamber—that in the 2012-13 financial year what was the UK Border Agency in its in-country operations, which are those within the United Kingdom, where a lot of these issues stem from, did not do a good job at making timely decisions and we had a backlog of cases. I am pleased that in this financial year we have made significant progress, although we are not all the way there, in reducing that backlog to the extent that we have a relatively small number of weeks of cases on hand and we are largely, although not entirely, within our service standards. That important factor will enable us to both make more timely decisions and deal with issues about managing paper and valuable documents.

The hon. Gentleman mentioned valuable documents, including passports and biometric residence permits. We take the custody and care of the documents seriously. For context, I shall set out some data. We deal with about 1 million in-country applications every year for study, work or refugee status. Last year, we received 469 complaints about the loss of valuable documents—down from the year before. In about 42% of those cases, the Home Office was partially or fully responsible. Yes, that is 469 too many, because in an ideal world we would not lose any documents and documents would not go astray, but that is less than 0.02% of cases, which, putting it in context, suggests that we are not doing too bad a job. However, that can cause a great deal of annoyance and inconvenience in each individual case, and in a case that the hon. Gentleman highlighted, which I will come to, there was a certain amount of distress for the constituents concerned.

I hope that the hon. Gentleman is pleased that we have recognised that we need to do things differently, particularly in respect of managing valuable documents. He spoke about ensuring that staff are properly trained and that they complete the mandatory training on protecting personal information, not just to be aware of the procedures and policies, but to understand the consequences of the loss of such documents. He was right to say that it is important that staff are aware of the people behind the cases, not just of cases to be processed. That mentality will enable people to take more care.

The second thing that we are doing, which I think will help, is that, having listened to customer feedback on our holding on to valuable documents until we have made a final decision, we are moving to system in which we will only retain copies of the documents once we have validated them. Customers will send in their application with their valuable document—their passport or biometric residence permit, or whatever—and once we have established the bona fides of the document and made a note of them, we will take a copy of that document and return it to the person at that point, as opposed to hanging on to it all the way through the process. That will help, because we will return the documents on a more timely basis, so reducing the opportunity for loss.

The final thing that we are doing—this comes back to some comments that the chief inspector made—is that, rather than maintaining valuable documents at different locations around the country, with what should be standard but in practice turned out to be variable care, we will record and track the receipt of those documents at a central location, where we will manage and store them and where people with expertise will take proper care of them and look after them. When we hold documents, we will hold them in a more secure and better-managed environment.

The hon. Gentleman mentioned the postal system and correctly said that we always send documents by recorded delivery. He made a fair point about how Royal Mail compensation for recorded delivery compares with that for special delivery. I will look at our strategy there, at the cost of those two services and whether the point that he raises in practice—it is clearly a theoretical problem—relates to cases where that has been an issue. It would help if he told me about specific cases, if he has not done so previously, because I could use those examples to see whether they raise wider issues. I am happy to do that, because he is right. Clearly, if Royal Mail loses valuable documents and we and his constituent have done everything right, Royal Mail is responsible for the compensation. We must consider whether the compensation that Royal Mail pays for the service that is used is adequate for the task. That is a perfectly reasonable point, and I will take it away. Whether or not I decide that we need to make a change, I will write to him and place a copy of the letter in the Library, so that other Members may know what I have concluded.

The hon. Gentleman also talked about compensation where we are at fault. My understanding is that, in the case that I considered, we will pay compensation and refund the cost of replacing the documents, including associated costs such as travel. I accept his point that that requires the person to deal with the situation and claim back the money, but the flipside—he talked about managing public money—is that we also have a responsibility to ensure that, where we compensate people, the claim is genuine, which it is in most cases, but we have had examples in which people claimed costs that they did not incur. That is why we insist that people reasonably evidence the costs before we pay them. My understanding is that we will pay not only the direct costs but the associated costs, including travel.

Where we find that we have lost a document, we have a departmental security unit that considers the root cause of the problem. Was it human error, or was it just poor management? Is there a systemic process involved in that part of the operation that we need to fix by putting something in place?

The hon. Gentleman raised two specific cases involving his constituents, and I have some information on those cases. He did not name the constituent who was sent the birth certificate of an unconnected child in her application for leave, so I will not name her, either. We are grateful to her for returning the document, and I confirm, as we have confirmed to her, that the document had no bearing on the decision-making process. Such things happen infrequently, but we are continuing to investigate how it happened, and we will take appropriate steps. As the hon. Gentleman has raised the matter, I will ensure that I am briefed on the appropriate steps that are taken in that case.

The hon. Gentleman mentioned a specific constituent, whom he named—Mr Conde. Frankly, it has taken too long for us to reach a compensation agreement with Mr Conde. I confirm that I have investigated the matter. I gave officials instructions to address the situation, and I confirm that today we will be dispatching a letter to Mr Conde with what I think, based on what he is claiming, is a much more reasonable offer of compensation, which I hope he will find acceptable.

After this debate, I will write to the hon. Gentleman with details of the offer. I did not write to him beforehand because I wanted to see whether he would raise any other concerns. The letter will set out what has happened in the case, what we have offered and the thinking behind it. I hope the offer is acceptable and that we will be able to resolve the matter. I have asked officials to consider the matter not only by the book, but in terms of what is reasonable, particularly as his constituent was unable to attend his sister’s funeral, which clearly caused him significant distress. I hope that my response is helpful in that specific case.

[Stephen Doughty]

I appreciate the Minister’s personal efforts on those cases, and I look forward to seeing the replies.

On compensation in general, it would be helpful for hon. Members and members of the public to see the scale and extent of the problem. Will the Minister furnish us with a detailed figure on the overall compensation paid, so that we may understand the scale of the problem?

[Mr Harper]

I listened carefully to the hon. Gentleman’s speech, and he referred to a parliamentary question. One of the challenges, of course, is that this is always a balance of resources. When answering parliamentary questions, we have to consider how much resource we have to put into extracting the information. He will know, as I know to my cost, that the systems in the Home Office for recording and tracking information are not the best in the world. There is always a balance. The information is available somewhere in the Department, but pulling that information together from multiple systems can be very costly.

The answer to the hon. Gentleman’s parliamentary question stated that the information is not held centrally. I cannot remember whether we simply did not have the information centrally or whether pulling together the information would have cost more than the prescribed cost threshold for answering the question. I will go away and see what information is readily available on overall compensation. That information might not be brilliant, but let me see what is available. Again, I will write to him either with what is available or, if the information is not any better than the parliamentary answer, I will tell him so. Again, I will place a copy of that letter in the Library.

I have one-and-a-bit minutes left. I agree with the hon. Gentleman that the care of valuable documents is important. I have set out some significant process improvements that are being introduced by the Department and UK Visas and Immigration in our in-country business to safeguard those documents better, to make faster decisions and to ensure that there are fewer issues. He raised a sensible point on how we transfer those documents through Royal Mail, and I will consider whether the compensation is appropriate in that specific example, which I thank him for raising. I hope that we can resolve his constituent’s case satisfactorily. I will write to him after the debate, and he will receive his and his constituent’s letter in the next few days. I am grateful to him for raising those issues today.

Question put and agreed to.