Driver and Vehicle Licensing Agency: Correspondence

(asked on 15th December 2021) - View Source

Question to the Department for Transport:

To ask the Secretary of State for Transport, what the DVLAs average response time for correspondence received from (a) members of the public and (b) Members of Parliament writing on behalf of constituents.


Answered by
Trudy Harrison Portrait
Trudy Harrison
This question was answered on 7th January 2022

Information on the average time taken to respond to correspondence received from members of the public and Members of Parliament writing on behalf of constituents is not recorded. The Driver and Vehicle Licensing Agency (DVLA) is working hard to answer correspondence as quickly as possible and has also added extra resource to the team that deals with enquiries from honourable members.

The quickest and easiest way to make an application to the DVLA is to use its extensive suite of online services. There are no delays in successful online applications and customers should receive their documents within a few days.

However, many people still choose or have to make a paper application and the DVLA receives around 60,000 items of mail every day. To help reduce waiting times for paper applications, the DVLA has introduced additional online services, recruited more staff, increased overtime working and has secured extra office space in Swansea and Birmingham. The DVLA has reconfigured its accommodation to safely maximise the number of staff on site and is working hard to process paper applications as quickly as possible.

Throughout the pandemic the DVLA’s contact centre has actively managed its operation and flexed the services for customers in line with the available resources. This has included procuring the use of an additional building to increase the number of staff able to take calls within the social distancing guidelines. Remote working has been increased and additional staff are being recruited.

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