Graham P Jones
Main Page: Graham P Jones (Labour - Hyndburn)Department Debates - View all Graham P Jones's debates with the Home Office
Passport Office (Delays)
Graham P Jones Excerpts(9 years, 11 months ago)
Commons ChamberRead Full debate Read Hansard Text Read Debate Ministerial Extracts
Mr Robinson
The new UK Visas and Immigration department is feeling the pinch as much as everybody else. Staff are being moved from there, as my right hon. Friend points out—but not just from there. They are being moved from other departments, too. It is all hands to the pump, but it is too late. They have let it build up. It is a crisis and there has to be some accountability.
The interview rooms are filling up with the backlog of passport applications. Mr Pugh, chief executive of the Passport Office, has, I think been unconfirmed in his job for some 12 months now. He said:
“During this busy period we have processed more than 97% of straightforward passport renewal and child applications within the three week target turnaround time.”
I just do not believe it. I think the figures are plain wrong. I do not want to get into statistics, but I ask the Minister to look at them again. They just do not correspond with reality as we all know it. We are here tonight at the end of a long day because we are concerned about the situation affecting our constituents.
Graham Jones (Hyndburn) (Lab)
I am very grateful to my hon. Friend and I congratulate him on securing this timely debate. If 20 passport offices are closed and hundreds of staff are shed, is it not inevitable that there will be a problem that has to be managed? This has built up over time. Is it not incompetence on behalf of the Minister and the Government? This has not just appeared in the past two weeks; it has been building up over a long period.
Mr Robinson
Again, I could not agree more. My hon. Friend’s intervention is apposite. That is exactly what it is about: the incompetence of the Government machine, compounded by the indifference of Ministers, has let this situation come about. They owe an apology to the hundreds upon hundreds—tens of thousands, I think—who have had their whole summers ruined, life savings wasted and children bitterly disappointed.
What can we say to Mr Pugh? I do not know who is going to be called to account for this mess, but knowing this Government it will be nobody. It will be everybody’s fault but theirs. It is clearly the fault of the Department. We would not expect the Home Secretary to be here to reply to the debate, but we know that she has not been paying any attention to the Passport Office in recent weeks. What I think Mr Pugh should do is clear a small corner in one of the interview rooms where the whole floor is covered with unattended files. One has to smile because it is so comical. He should ask himself, “What am I doing here?” He should then make as graceful an exit as he can, because it is clear that this job is well beyond him.
I have not mentioned those who have suffered in Coventry, in my own constituency. Many of them do not want to be mentioned, because they feel that they might come off even worse if they are. However, I would like to draw the attention of the Minister to the Vernon family. They drove 200 miles to the Durham passport office. There were further delays there and they missed their flight. It was their first opportunity to have a holiday abroad as a family of five. The other case I want to mention is Professor Cooter, who has been waiting for a passport for two months. He will miss his lecture tour in Japan and his marriage in Berlin unless the Government pull their finger out. I could mention many other examples, but I do not want to as it will take up unnecessary time. All the cases are with the hotline, which was mentioned by my hon. Friend the Member for Central Ayrshire (Mr Donohoe). The hotline needs to up its act, and the Minister has to up his. One basic question has been posed to the Minister by each successive intervention: does he accept there is a big mess? Does he accept there is a problem? What is he going to do about it?
The Minister for Security and Immigration (James Brokenshire)
I congratulate the hon. Member for Coventry North West (Mr Robinson) on securing the debate. At the outset, may I say to him that there is no indifference on the part of Ministers? I recognise how important passports are, as is securing people’s renewals. As he highlights, behind the statistics lie a multitude of personal stories. Passports are not just dry official documents. They are the key to once-in-a-lifetime trips, eagerly anticipated holidays and visits to loved ones. That is why it is important that applications and renewals are processed in an efficient manner, particularly at this time of the year when hard-working families are making plans for their summer holidays. Therefore, I recognise the importance and significance of the points that he makes.
It is important to understand the context of passport renewals and the work of the Passport Office. I will go on to address each of the specific points he has raised with me in terms of overall numbers and the steps that have been taken, and will be taken, to ensure that the Passport Office functions efficiently and delivers for his constituents and those of other Members in the Chamber this evening.
Each year around 5.7 million of us apply to have our passports renewed or replaced, or make an application for the very first time. The demand for passports is spread out across the year, but the highest volumes of demand by far come in the summer months. Since January this year, Her Majesty's Passport Office has seen a significant surge in demand for passports. Between 1 January and 31 May 2014, HMPO received 3.3 million applications—350,000 more than the same period last year, and the highest volume of applications received for this period over the last 12 years. Indeed, in both March and May this year, HMPO recorded the highest level of applications received in any month over the last 12 years.[Official Report, 7 July 2014, Vol. 584, c. 1MC.]
Of course, it is recognised that there is always a surge in demand for new or renewed passports as people look forward to their summer holidays. But this year the surge began—
James Brokenshire
I will not give way for now. I would like to make some progress and put some points on the record. I will then be happy to give way to hon. Members.
This year the surge began much earlier and was sustained more than normal; an indication that, as the economy is improving, more people are understandably planning to travel abroad. I can assure the House that this high demand was identified by HMPO early this year. As a result, it has put in place a system of measures to deal with it and to see that people receive their passports in good time. A number of steps have been taken, including existing passport examination and customer service staff working seven days a week to process the higher number of applications. Non-operational staff have been re-deployed to support examination and customer service functions, whilst ensuring that the necessary security checks are still properly undertaken. I recognise the issues raised about fraud and counter-fraud and I can assure the House that those security checks are still being undertaken.
Additional staff have been deployed to work on HMPO’s parliamentary and diplomatic helpline for Members who wish to raise cases on behalf of their constituents. I heard the point raised by the hon. Member for Central Ayrshire (Mr Donohoe) about the response he received. I shall take that away and investigate further as it is important that Members receive timely responses for their constituents.
James Brokenshire
I will, but I would like to deal with these points and then I will happily give way.
HMPO has introduced process changes to speed up the handling of applications made in the UK and overseas. As we enter the traditional peak season of demand, further steps are being taken to strengthen front-line resources further. By the end of June, HMPO will have deployed 250 additional passport examination staff and a further 65 staff to support customer contact. Teleperformance, which runs the passport helpline, has over 1,000 staff to deal with customer enquiries, a significant increase on its normal complement of 350. While the number of applications is up significantly, HMPO has increased the number of staff dealing with applications.
Before I give way, I would like to reassure the House on some points that have been inaccurately represented. First, on allegations of backlogs in passports applications, it is important to state to the hon. Member for Coventry North West, who raised the issue of what counts as a normal throughput, that at peak periods the Passport Office will issue over 150,000 passports a week. During peak season, it would be expected to see several hundred thousand applications within the system. Although demand is greater than in recent years, HMPO has deployed more staff to deal with it.
Secondly, the overwhelming number of straightforward applications are dealt with within the three-week service standard, and HMPO is working tirelessly to improve performance still further. As I have explained, even in the busy months of January to April this year, 97% of straightforward applications were processed within the three-week service standard, and 99% within four weeks.
Thirdly, the hon. Gentleman mentioned cuts in HMPO staff, but the numbers have gone up in recent years. On 31 March this year, HMPO had 3,444 full-time equivalent staff—up from 3,260 in 2013 and from 3,104 in 2012. Clearly, then, there have been increases in staff—
