Passport Applications

James Brokenshire Excerpts

Wednesday 18th June 2014 Commons Chamber

[The Minister for Security and Immigration (James Brokenshire)]

May I say at the outset that I understand entirely why so many right hon. and hon. Members across the House have sought to bring to Ministers’ attention a number of individual cases? That is precisely what Members of Parliament are for—to represent their constituents. I understand why they have sought to use this debate to do that. This debate has underlined the work of the Passport Office in seeking to respond to and address the concerns that have been flagged. Like other right hon. and hon. Members, I pay tribute to the hard work, dedication and professionalism of HMPO staff who are working to process applications and respond to individual customer and MP inquiries. We recognise the need to service MPs’ individual requests. That is why, from the start of this week, the MP team was strengthened to ensure that a service is provided to deal with those individual cases.

I note the number of individual cases and circumstances that have been flagged. Sadly, in the time available, I will not be able to respond to each of them, but a careful note is being taken of a number of them. A note is also being taken of some of the points that have been made, for example on the courier services. I have heard that DX is working late evenings, but we will look at each case. We will also look at each point that has been flagged on individual countries.

I underline our commitment to focus on those individual circumstances that have been flagged, but I also underline the Home Secretary’s message. We apologise to anyone who has been affected by their passport not being delivered when expected through no fault of their own. I understand the concerns that have been flagged and the individual cases that have been raised. I understand the concerns of the right hon. Member for Manchester, Gorton (Sir Gerald Kaufman) and his desire to raise individual cases, but I say to him in careful terms that the tone and nature of his contribution did not fit the debate.

I should like to underline some of the individual actions we have taken to address the current high volume of passport applications. Her Majesty’s Passport Office issued 3.3 million passports in the first five months of the year, compared with 2.95 million in the same period last year.[Official Report, 7 July 2014, Vol. 584, c. 2MC.] We have had an additional 350,000 applications compared with last year, and the highest demand for passports in 12 years.

I stress to the right hon. Member for Delyn (Mr Hanson) that our actions have not just happened in recent weeks. Since January, HMPO has put in place measures to deal with the increase, and the vast majority of customers have received their passports on time and straightforward renewals of passports within the three-week period. I stress to him that the website advises:

“It should take 3 weeks to get the passport - use a different service if you need the passport urgently…It can take longer if more information is needed or your application hasn’t been filled out correctly.”

[Mr Robinson]

The Minister is correct that applications are roughly 10% up on last year—this is in my letter to him, as he will see when he gets round to replying—and that manpower was increased from January to May by 10%. Is not the point that, if we had all that planning, why has the crisis arisen? Is it not because of the decision to incorporate into that planning system the different volume of requirements for overseas applications?

[James Brokenshire]

We have had sustained demand and the demand has come earlier in the year than would normally be the case. Therefore, that increase and the period in which demand was sustained is an important factor. That is why HMPO has been operating seven days a week since March and why passports are delivered within 24 hours by couriers.

Some 250 staff were moved from back-office roles to the front line, and an additional 200 people will soon be supporting front-line operation. The focus has been given to getting passport applications turned round. I also stress that 650 extra staff are working on the customer helpline—an increase to 1,000. We understand people’s anxieties and action has been taken.

As the Home Secretary has said, we are ensuring that those who need to travel in the next seven days whose applications have been outstanding for more than three weeks through no—[Interruption.]

[Madam Deputy Speaker (Mrs Eleanor Laing)]

Order. I hesitate to interrupt the Minister, but Members who have come into the Chamber who have not been here for the debate should not be talking through his speech.

[James Brokenshire]

Thank you, Madam Deputy Speaker.

To confirm, we have taken action on those needing to travel within the next seven days whose applications have been outstanding for more than three weeks through no fault of their own. They will have their applications fast-tracked without charge.

We have introduced processes overseas for those wishing to renew their passports to travel to the UK. Customers can apply for an extension to their existing passports at consular offices overseas. Overseas posts have been provided with stamps and customers are booking appointments for this service. The Foreign and Commonwealth Office is now issuing emergency travel documents for children who need to travel to the UK.

Staff at HMPO are working hard to process passport applications. Again, I underline the Home Secretary’s thanks to them for their dedication at this time. To give a sense of the scale and nature of the work being undertaken, let me give some numbers to put the issue into context. Almost 160,000 passports were issued in the past week

[Penny Mordaunt (Portsmouth North) (Con)]

rose—

[Keith Vaz]

rose—

[James Brokenshire]

I give way to the Chair of the Home Affairs Committee.

[Keith Vaz]

I appreciate that he was not the Immigration Minister when the decision to close the overseas posts were made, nor was he the Minister earlier this year. However, when was he told personally by Mr Pugh that there would be a problem with the number of applications and does he still have confidence in the chief executive of the agency?

--- Later in debate ---

[James Brokenshire]

The Chair of the Select Committee took evidence yesterday from Paul Pugh, who was right to say that his focus is on dealing with the issues at hand—the increases in demand and some of the points that have been flagged up to the House this afternoon. Obviously Ministers receive regular updates from HMPO, which indicated that additional measures were being put in place to deal with demand.

As the right hon. Gentleman will know, HMPO’s performance figures up to May show that 97% of straightforward applications were dealt with within three weeks and 99% within four weeks. When it comes to claims of a backlog, it is important to note that there are approximately 480,000 active applications currently being processed. It is not unusual during peak periods for HMPO to operate with high numbers of applications in the system at any one time, with this year seeing the highest level for 12 years—as I have indicated, some of the inflow and outflow gives a sense of that. HMPO is a fast-moving, demand-led business. It receives up to 150,000 domestic applications and around 9,000 overseas applications in any given week. Those applications are necessarily at different stages of the examination process, on what we might describe as a production line, and they have to be scrutinised carefully, for the reasons that have been underlined—security and to ensure that the gold standard of the British passport is maintained.

Hon. Members raised the issue of the Newport passport office, which continues to operate as a customer service centre, offering face-to-face passport applications for premium and fast-track customers, with 150 full-time equivalent posts.

[Penny Mordaunt]

Will the Minister give way?

[James Brokenshire]

I am conscious of time.

In Scotland, extra resources have been put in place to focus on ensuring that people receive their passports in good time, recognising the earlier school holidays. To address the point made earlier, we are also in close contact with the Glasgow office on the availability of individual appointments. On the staffing point, I again underline what the Home Secretary said—and, indeed, the point my hon. Friend the Member for Northampton North (Michael Ellis) made—about the increase in numbers since 2012. We now have 3,444 full-time equivalent staff.

However, we recognise how important passports are, as well as securing people’s renewals in as short a time as possible. Passports are not just dry official documents; they are the key to eagerly anticipated holidays and facilitating international business travel. We recognise the need to review what has happened, which is why it is right that the Home Secretary has commissioned the reviews that she has. On the overseas transfer, that change was made to ensure greater scrutiny and security, ensuring that the gold standard of the British passport is maintained and securing greater continuity of service between all the different parts of the service.

[Several hon. Members]

rose—

[James Brokenshire]

I know that Members have flagged up individual cases involving passports from overseas. These applications take longer and require additional scrutiny. That is why we have to be careful to ensure that those principles are maintained.

--- Later in debate ---

[Penny Mordaunt]

rose—

[James Brokenshire]

I believe I have only a few seconds left.

I would like to underline that we are committed to resolving this issue. We are monitoring it extremely carefully, with a focus on ensuring that performance at HMPO improves, that passport applications are processed efficiently and effectively and that urgent and compassionate cases are prioritised. I recognise the importance—

[Mr Speaker]

Order. I do not know what understandings there might be—I feel sure that they would have to be respected by the parties as a matter of integrity—but procedurally, there is no question of the Minister having only a few seconds left. He has relatively unlimited time if he wishes to avail himself of it. I call the Minister.

[Pamela Nash]

rose—

[James Brokenshire]

I give way briefly.

[Pamela Nash]

I sensed that the Minister was about to conclude his remarks, but two specific points from my speech have not been addressed. First, I asked about the circumstances when the date by which a passport is needed is not necessarily the date of travel—where there is a visa or electronic system for travel authorisation, for example—so will he advise the Passport Office to make it a priority to deal with that? Secondly, he mentioned interviews at Glasgow, but can he guarantee that Scottish people will be able to get such an interview at Glasgow where it is more suitable for them rather than having to travel elsewhere?

[James Brokenshire]

On the latter point, the Home Secretary has spoken to the head of operations at the Glasgow office. We are carefully monitoring the availability of appointments at the counter in all our offices, and we are specifically focused on Glasgow, given the understandable desire for people to get passports for their holidays. As for individual foreign cases, we have set out the guidance on the seven-day period for providing information on airline bookings and other details. I recognise the importance to each individual and each family of receiving their passports. That is why our focus remains on delivering a high-quality passport service for the benefit of the public. That is what this Government are committed to do and that is what we are focused on delivering.

Question put,