Question to the Department for Transport:

To ask Her Majesty's Government when they first became aware of alleged problems with the employment terms and conditions at the Driver and Vehicle Licensing Agency; what steps they took to improve the level of service by that body; and when those steps were taken.

The Government is not aware of any issues with the employment terms and conditions at the Driver and Vehicle Licensing Agency (DVLA) which are in line with the rest of the Civil Service.

The quickest and easiest way to transact with the DVLA is by using 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. The Government understands the impact that delays in processing paper applications can have on the daily lives of individuals and the DVLA is working hard to reduce waiting times. The DVLA has introduced additional online services, recruited more staff, increased overtime working and has opened new customer service centres in Swansea and Birmingham to reduce backlogs and provide future resilience. These measures are having a positive impact and customers should continue to see an improving picture in terms of waiting times for paper applications.

The DVLA also prioritised vocational licence applications to support the Government’s response to the driver shortage, and there have been no delays in straightforward applications for vocational licences, including renewals, since November 2021. The applications are being processed within normal turnaround times of five working days.

There may be additional delays in processing more complex transactions, for example if medical investigations are needed but the large majority of applicants will be able to continue driving while their application is being processed. The latest information on turnaround times for paper driving licence applications can be found here.