Question to the Home Office:

To ask the Secretary of State for the Home Department, what (a) performance targets and (b) other expectations her Department has set for Teleperformance in respect of the passport advice line; and within what timeframe those are to be met.

All of Her Majesty’s Passport Office suppliers are required to meet the performance targets as set out within their contract.

Teleperformance are expected to meet the required standard and have been advised their recent performance has been unacceptable. In response their rectification plan sets out by mid-June they will have added a further 500 call agents compared to their position in mid-April in order to reach the required standard.