Yvette Cooper
Main Page: Yvette Cooper (Labour - Normanton, Pontefract and Castleford)Department Debates - View all Yvette Cooper's debates with the Home Office
(9 years, 10 months ago)
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Yvette Cooper (Normanton, Pontefract and Castleford) (Lab)
I beg to move,
That this House expresses concern at the experience of constituents applying for passports at HM Passport Office, including lengthy delays and consequential cancellations of holidays and business visits; notes the Government’s response to the Urgent Question from the right hon. Member for Normanton, Pontefract and Castleford of 12 June 2014, setting out emergency measures to deal with the passport backlog after an increase in demand; further notes that HM Passport Office is taking over responsibility for issuing an estimated 350,000 passports to citizens overseas from the Foreign and Commonwealth Office this year; believes that the Government failed to properly plan to meet the level of demand this year; calls on the Government to expand its emergency measures by compensating passport applicants who had to pay for urgent upgrades in recent weeks because of internal delays with HM Passport Office; and further calls for the Secretary of State for the Home Department to publish monthly figures for passport applications from within the UK and abroad compared to previous years to monitor performance at HM Passport Office.
The Opposition have called this debate because we are still not getting answers about what is happening to get people the passports and travel documents they need. In answer to a question earlier, the Prime Minister suggested that the Home Secretary might have more to announce today. I hope that that is the case, because the action taken so far is clearly not enough. It is disappointing that we get answers and action only when the Home Secretary is called to the House of Commons. Nevertheless, this is an opportunity to make further progress.
Since we last heard from the Home Secretary, MPs have had yet more constituents get in touch to raise their concerns and problems.
Neil Carmichael (Stroud) (Con)
Will the shadow Home Secretary join me in wishing well my constituent, Jordan Frapwell, at the European triathlon championships in Austria, and extend her thanks to the Passport Office for making sure that he could get there in time to compete?
Yvette Cooper
I certainly wish the hon. Gentleman’s constituent all the best, and I am glad that he got his passport in time. I also hope that he did not face undue stress over any delays. Other hon. Members have constituents who have been attending international sporting competitions and have had to drive halfway across the country to Durham the night before they were due to fly out to make sure that they had their passport on time.
Mark Lazarowicz (Edinburgh North and Leith) (Lab/Co-op)
About 23 minutes ago, yet another constituent contacted me with the problem of a delayed passport—that makes almost 30 cases I have had since this episode started. That constituent may benefit from the free upgrading service announced by the Secretary of State last week, but I had an e-mail this morning from another constituent who has spent a total of £176.50 on upgrading passport applications for herself and her children because their passports were delayed. Does my right hon. Friend agree that such people should get a refund?
Yvette Cooper
I do agree with my hon. Friend, and that is one of the purposes of the motion today. We hope that the Government will give way on this and do more to help those who through no fault of their own have had to pay out in order to meet deadlines.
Kerry McCarthy (Bristol East) (Lab)
My right hon. Friend will be aware of the case of my 94-year-old constituent. She was going on a cruise—her first holiday for 20 years—and we managed to get her passport, thankfully, the day before she was due to travel, but she had to pay an extra £55. Her daughter told the Daily Mail:
“They’re holding people to ransom. It’s disgusting”.
The family had to pay the money, because otherwise their relative would not have been able to go on holiday, but why should she have had to pay when she applied in good time for her passport?
Yvette Cooper
My hon. Friend is right. So many people have worked hard to save up for holidays, for months and sometimes years, and they do not want those precious holidays that they have been looking forward to put at risk. That is why they have been forking out, but it simply is not fair on people such as my hon. Friend’s constituent.
Nicola Blackwood (Oxford West and Abingdon) (Con)
Does the right hon. Lady share my concern that at yesterday’s meeting of the Home Affairs Committee the PCS refused to rule out strike action? Does she agree with the hon. Member for Dudley North (Ian Austin) that it would do nothing to enhance the reputation of the PCS if it strikes while hard-working taxpayers are waiting for passports for their holidays or to go on business?
Yvette Cooper
Of course we do not want to see strike action—nobody does—but we do want to see action by the Home Secretary to make sure that people get their passports on time and have not had to fork out in the process.
Katy Clark (North Ayrshire and Arran) (Lab)
I was very interested to hear the intervention by the hon. Member for Stroud (Neil Carmichael), who is no longer in his place. I have received an e-mail from a constituent whose son applied for a passport in March to go to Austria at the end of this month as part of achieving his explorer badge with the Scouts. Does my right hon. Friend hope that my constituent is able to get his passport like the hon. Gentleman’s constituent did?
Yvette Cooper
I certainly do. March is three months ago, and people should get their passports within three weeks, according to the Government’s targets. That simply is not happening.
Richard Fuller (Bedford) (Con)
I have also had constituents contact me with concerns, and in most cases those have been sorted out, but in addition I am being contacted by constituents before the target time has been exceeded. Does the right hon. Lady share my concern that perhaps people are unnecessarily getting the message that they should be anxious about their passport applications?
Yvette Cooper
The unfortunate thing is that the message on the Government’s websites and helplines still says that passports will be processed within three weeks. Families are making decisions on that basis: they think it will be done within three weeks and then it is not. It can be delayed by many weeks, and that is a huge problem, because they have made plans and invested in booking holidays.
Steve Rotheram (Liverpool, Walton) (Lab)
Does my right hon. Friend agree that staff in places such as Liverpool passport office are doing their best with the backlog, and that this is a systemic failure on the part of the Government and not the fault of people who have been put in an intolerable position by staff cuts?
Yvette Cooper
My hon. Friend is right. We understand that staff are working long hours, including weekends, but people are still not getting their passports in time.
Huw Irranca-Davies (Ogmore) (Lab)
Does my right hon. Friend think that my constituent should be refunded? She was standing in the queue at Newport passport office being asked to part with £55 for the privilege of getting her delayed passport at the very moment that the Home Secretary was on her feet last week saying that charges would be waived from the following Monday. Should she not have that £55 refunded, as well as a letter of apology, perhaps?
Yvette Cooper
My hon. Friend is right. It is unfair on British citizens across the country who have been asked to pay more money in order that they can go on holiday simply because of the Home Office’s incompetence. Carla McGillivary and Dean Anderson applied for a passport for Dean more than six weeks ago. He cannot get an urgent upgrade because his is a first-time adult application. They paid for their holiday to Portugal out of Carla’s redundancy pay. Her new job is a zero-hours contract, so she does not know when she will be able to book a holiday again. They have been looking forward to this holiday, even arranging for their son to go swimming with dolphins. They fear now that they will have to cancel their holiday or risk losing all the money—they are supposed to pay the remainder of the deposit today. They have not got Dean’s passport and they do not know when it will arrive. Carla said:
“This is our first family holiday. I have no idea when we will be able to go on holiday again. I just don’t know what to do.”
One family had to leave their young son behind with his grandparents, because his passport did not come in time. One man missed his brother’s wedding in Greece because his passport did not come in time, despite his applying weeks in advance. People have saved up, worked hard and looked forward to a precious holiday for months. People have weddings, funerals, family events abroad, business trips, conferences, meetings and deals to make. Some people who are living abroad are keen to come home or just want to make sure that their visas are still valid.
Today we need to know whether the Home Secretary yet has control of the problem, whether she knows when things will be back to normal and whether she understands what went wrong in the first place. We also want to debate the new policies that she has announced. Are they working and are they enough to solve the problem? So far we have had little reassurance that the Home Secretary has been on top of the problem. Just last week she and the Minister for Security and Immigration were saying that there was no backlog. Now we know that it is hundreds of thousands. Last week the Home Secretary said how pleased she was that the Passport Office was meeting the service standards and that 99% of passports were being sent out within four weeks. Yesterday we learnt from the Passport Office chief executive that tens of thousands of passports every week are missing those service standards.
Robert Flello (Stoke-on-Trent South) (Lab)
I did some quick calculations on the cases in my office at the moment, and the average wait is eight weeks.
Yvette Cooper
My hon. Friend is right to say that people are facing long waits. The Home Office simply does not seem to know what is going on. My right hon. Friend the Member for Delyn (Mr Hanson), the shadow Immigration Minister, has asked countless questions to try to get to the facts of what is happening. A typical answer from the Minister reads, “The Home Office has indicated that it will not be possible to answer this question within the usual time period. An answer is being prepared and will be provided as soon as it is available.” The Home Office cannot even answer questions, never mind get people’s passports to them on time.
Catherine McKinnell (Newcastle upon Tyne North) (Lab)
The Home Office does not seem to understand the financial realities for people affected by this situation. One of my constituents is stuck out in Saudi Arabia. His work has ended but he cannot return to the UK. He is broke, but the Home Office does not seem to be doing anything urgently about the problem.
Yvette Cooper
My hon. Friend makes an important point, and that is why the Home Office should compensate those who have had to pay the extra upgrade fees to get their passports on time.
Dr Julian Huppert (Cambridge) (LD)
We share a concern to make sure that people get their passports as quickly as possible, as I hope everyone would agree. Can the right hon. Lady point me to any line in her motion that would help someone who is currently waiting for their passport? What has she proposed that would help someone, as opposed to putting blame about?
Yvette Cooper
We will set out today what we think the Government should be doing. First, they should help the families who have had to pay extra, but the Home Secretary will have to do more to make sure that people get their passports on time.
Alison McGovern (Wirral South) (Lab)
On the subject of what the Government could and should do, I asked the Home Secretary last week about the wording on the Government’s website on the three-week time. We have already heard the estimates my hon. Friends have made of the cases they have seen. The wording gives every indication that it should take three weeks—no more, no less. Is it not that that is causing the problem? What does my right hon. Friend think the Government should do right now to help people?
Yvette Cooper
My hon. Friend is right. People rely on the advice they are given on the website and via the helpline. When they go to the post office to do the check and send they are given information, but they have had no response or further information from the Home Office to tell them that something is going wrong. They make plans accordingly, and as a result they suddenly find themselves in the lurch.
Yvette Cooper
I will make a little more progress and then come back to my hon. Friends.
We do not even know whether the Home Secretary has got to the bottom of why she is in this mess in the first place. Why was the increase in passport applications such a surprise to the Government? Ministers tell us that demand is up by 300,000 compared to last year, and the Passport Office chief executive said it may be 500,000 higher over the course of the year. Why were they so surprised by that? Last year already saw a big increase, with applications going up by 400,000 compared to the year before. Was it really beyond the wit of the Home Office to ensure that it had plans in place in case the number went up again, especially when Ministers’ own decisions were pushing up demand?
The Home Secretary agreed to close the international offices and bring passport applications for overseas residents back home this year. She did not make sure there was enough capacity to cope. According to the Passport Office chief executive, that decision alone has led to an increase of 400,000 more applications to the Passport Office this year. Those cases have seen some of the longest delays of all. It used to take 15 days to sort those passports out—that is what it says in the Foreign Office annual report—but now some of those families are being told it could take nine or 10 weeks. That is affecting everyone else’s applications, too. This is what one mother from Liverpool was told when she tried to chase her son’s passport application. She said:
“I called the Liverpool office again. A lady said they were much busier than normal as they are now processing passports for all over the world not just for the UK and passports are taking 6 to 8 weeks to process.”
Nicola Blackwood
The right hon. Lady is very generous, but I fear she has misunderstood the evidence that the Home Affairs Committee heard from the chief executive of the Passport Office. He was very clear that the increase in demand was not solely from processing foreign applications but from a whole range of sources, and that it was conducting a review to find out exactly what they were. Foreign applications were not the reason why it was experiencing an increase in demand.
Yvette Cooper
Does not the hon. Lady have some concern that neither the Home Secretary nor the chief executive of the Passport Office have been able to break down the increase in demand? They simply have not told us how much is due to the increase in foreign residents’ applications, which we know is taking place as a result of their policy decisions, and how much is increased demand from British residents. She simply has not given us those facts.
John McDonnell (Hayes and Harlington) (Lab)
Whatever Mr Pugh said yesterday, let me read what he put in his annual report only a year ago. He said, on the transfer of work in 2014, that
“IPS will be providing passport services for approximately 350,000 additional customers worldwide annually.”
That is the increase in demand that he predicted.
Yvette Cooper
Exactly. We know there has been a substantial increase as a result of foreign residents applying for their British passports to be renewed, or applying for new passports for their children. Those who are living abroad are often the most complex cases, yet it is clear that the Home Secretary has not put in place the capacity to cope.
Yasmin Qureshi (Bolton South East) (Lab)
My right hon. Friend might be aware that yesterday the Home Affairs Committee spoke to the gentleman representing the union. He said that the unions and the people working in the Passport Office had told the management there were a lot of applications and that the cuts in numbers were not helping. This matter was raised with the management on many occasions.
Yvette Cooper
My hon. Friend is right. I know she raised that point in the Committee’s evidence session yesterday. People have made it very clear, including the very nice lady who spoke to a constituent at the Liverpool office, that it is having an impact, because they are having to process so many more foreign applications. That was a decision taken by the Government, by Ministers, and yet they failed to put the additional capacity they needed in place.
Mr Angus Brendan MacNeil (Na h-Eileanan an Iar) (SNP)
Does the right hon. Lady not agree that the UK has a very cumbersome process for passport applications? A constituent of mine in Hong Kong applied months ago for a passport for her new baby son, but after months of delay with not much happening she has now decided to apply for a Canadian passport for her son, as the father is Canadian. She is choosing Canadian citizenship for their child over being a British subject because the passport will be given solely on the basis of the father’s birth certificate, as opposed to sending passports away to a passport office in another country. The passport application process is done far more easily in Canada in a fraction of the time and at a fraction of the cost. Is there not something the UK can learn from places like Canada?
Yvette Cooper
I have to say to the hon. Gentleman that it used to be done in a fraction of the time. The British Passport Office used to be able to process passports much more rapidly. The international centres used to be able to process passports within 15 days, but they are not doing so now because of decisions Ministers have taken.
Yvette Cooper
I will make a little progress and then give way. Actually, I will give way to my hon. Friend the Member for Worsley and Eccles South (Barbara Keeley), because she has been waiting for a long time.
Barbara Keeley (Worsley and Eccles South) (Lab)
The majority of the delays I have seen have been for parents with very small children and babies. They have been very distressed. The problem is not just the delay in itself. As she said, my constituent, Mr Martin Griffin, had to drive up to Durham, after paying extra money, the night before the holiday. He talked about days and weeks of distress and very poor contradictory advice, with different things being told to them every day. While his wife was trying to care for their little baby son, they were very anxious about their holiday. Day in, day out they were told different things. There is no excuse for the delay, but there is no excuse for all that confusion either.
Yvette Cooper
My hon. Friend is right. It is clear that a lot of the cases being raised are where there are long delays for families applying for their child’s first passport. Those applications should be relatively straightforward, but families are facing very long delays and that is jeopardising family holidays.
Stephen Doughty (Cardiff South and Penarth) (Lab/Co-op)
Is not the fundamental issue a complete lack of confidence in what the Home Secretary and the Immigration Minister are saying? Two constituents contacted me on Twitter yesterday to say that promised emergency travel documents were still out of reach and that the embassy in Qatar was clueless on how to issue them. They have newborns still stuck here. What seems to be consistent is that they are hearing one message from the Home Secretary, but when they try to deal with the system, it does not follow through.
Yvette Cooper
That is a very important point and I will come on to some of the problems with the emergency measures the Home Secretary has introduced, because it is clear that they are not yet working.
The problem is that the Home Office simply did not listen to the warnings. Why did the Home Secretary not act in January when the Passport Office says it first realised there was a problem? Why did she not act in February when applications kept going up? My right hon. Friend the Member for Delyn, the shadow Immigration Minister, wrote to the Immigration Minister in March, three months ago, to warn him about the problem. Why did she not act then? [Interruption.] The Home Secretary sits on the Front Bench and says that she did act. How come so many people are still waiting so long for their passports, when they have paid so much extra to get them on time? Why did the Home Secretary not do enough in April, when more and more MPs’ complaints started coming in? Why did she not act in May, when diplomats warned her the system was not working? Why, even in June, did she spend days denying there was a backlog, denying there was a problem and boasting about meeting all the targets?
The Prime Minister claimed last week that the Home Office has been on it since January. On what? It certainly was not on it even last week. The Home Secretary did not have her eye on the ball. She was too busy dealing with the Education Secretary’s hissy fits and too busy blaming everyone else. She said last week it was the seasonal upsurge. How British—it really must be the weather to blame! She then said that the problem was an unprecedented increase in demand—the Home Secretary blames the passport crisis on people wanting passports. The Prime Minister blamed identity cards. Conservative Back Benchers even claimed it was a crisis manufactured by the Opposition. With this Home Secretary, it is always someone else’s fault. She blames the weather, the holidaymakers, the economy, the Labour party, the civil service and even the Education Secretary—we will join her in that, but round in circles they go. We have known for some time that the Government are not going anywhere, but now no one else is going anywhere.
When will the crisis be over? Two weeks ago, the Home Secretary said that 98% of targets were being met. This week, the Passport Office chief executive said that 90% were being met. It is getting worse, not better. How many months will it take to have the system back on track? What difference will the new measures make now? The Home Secretary has said that there will be 250 extra staff. It is clear from the Passport Office chief executive that many of them are still being trained. In addition, they are coming from other parts of the Home Office, including borders. Just as this is a busy time for the Passport Office, it is an increasingly busy time at our borders. We know that customs checks are not being done, so what else is being put at risk? Is the Home Secretary confident that she now has enough staff in place to clear the backlog? If she has enough, surely she can give us a timetable on when applications and processing will be back to normal, and when families can be reassured that they will not face delays.
Bill Esterson (Sefton Central) (Lab)
My right hon. Friend will appreciate that many of the staff in Liverpool are constituents of mine. They are extremely concerned at the lack of urgency that she has very well described. Does she agree that the Passport Office refusal to meet the trade union after repeated requests demonstrates what a fiasco this is, and how badly the problem has been approached? The union is attempting to help resolve the issue. Surely that offer of help should have been taken at the earliest opportunity.
Yvette Cooper
I hope the management and work force can work together. It is helpful that the union has shown support to sort the problem out and get things done in time.
Keith Vaz (Leicester East) (Lab)
The Home Affairs Committee was very surprised when we heard that the amount of work in progress was 493,000, because we have not yet reached the peak of the application period. However, we were even more surprised when no timetable was given. The chief executive said it would be done in a reasonable time. When we asked him what a reasonable time was, he said, “How long is a piece of string?” We need a timetable to get work in progress quickly.
Yvette Cooper
The Home Affairs Committee work in taking evidence has been important, because my right hon. Friend is exactly right that we need a time scale. We need to know how long this piece of string is. Is it a short piece of string or a long one? Are we talking about a few weeks or a few months, or about this time next year? People who have holidays in September or business trips in October need to know how far in advance they should plan and whether they should be worried. Ministers are not giving us answers on how long it will take.
The Home Secretary has said that there will be 650 extra staff on the telephone helpline, which means more extra staff for the helpline than for clearing passports. How much does she think that will help? Currently, most people’s experience of the helpline is that people take messages and promise that someone else will call back. The person who is supposed to call back does not do so, and the people on the helpline do not know the answers.
That system is doing people’s heads in. We heard from Ria Runsewe and her family in Bromley. On 5 May, they applied for a passport for their 10-week-old son, and then heard nothing. She said:
“I called the helpline to check its progress…I was told someone would call me back within 48 hours, but I missed the call while I was changing my son’s nappy. Ten minutes later, I called back—only to be told that I had gone to the bottom of the queue and would have to wait another 48 hours.”
She eventually got through to someone and asked to upgrade to the premium service, and spent two more weeks chasing before someone else called her back to take payment and promise that the passport would be there the following day.
Another family gave us this account of their conversation on the helpline. Passport Office: “We can’t guarantee when your passport will be sent or when you will receive it.” Me: “What can I do?” Him: “You can’t do anything?” Me: “Can’t I pay to upgrade?” Him: “We can’t talk about that. You have to ring another number.” Me: “But that is your number.” Him: “We can’t talk about it until you mention it.” Me: “Okay. I’m mentioning it, and, in fact, I can categorically say I want it.” Him: “We can’t guarantee that they will do anything and they may not respond to you, but you can apply again for an urgent upgrade after that, and you may be lucky that time.” That is not even Kafkaesque; it is Monty Python. We do not need a system that simply has more staff to take messages. We need staff in place to clear passports and ensure that constituents throughout the country are told what is going on.
Emily Thornberry (Islington South and Finsbury) (Lab)
I have just had an e-mail from Michelle Morris, a member of my staff who has been waiting for three days to hear back from the helpline about her case. She has had a phone call in which she was told that the case is too complicated. She was due to leave today from Gatwick with her son. The travel agents have rescheduled the flight for Friday. The question is whether the helpline will ring back to tell us that the passport will be sorted out by then.
Yvette Cooper
I hope my hon. Friend’s member of staff gets answers. In too many cases, people simply do not get a reply or a response.
Craig Whittaker (Calder Valley) (Con)
We have been listening to the debate for about half an hour and, so far, unless I am mistaken, I have heard not one solution from the right hon. Lady. Can she tell us what the Labour Government learned from the 1999 debacle? Can she provide advice on how to put the current situation right?
Yvette Cooper
The Conservatives have been in government for four years. They cannot simply blame history to explain why things have gone wrong this time.
Hywel Williams (Arfon) (PC)
The right hon. Lady will be pleased to know that there is a Welsh language helpline. However, Sian Burton, my constituent, applying for a passport for her son, called the Welsh language helpline repeatedly over several days and never managed to get through to an adviser. She was eventually put through to an English-speaking adviser. She speaks English and so eventually collected the passport from Liverpool. She told me that staff in the Liverpool office were friendly and helpful, but clearly under very great stress. She is going on holiday this afternoon—she is flying now.
Yvette Cooper
I wish the hon. Gentleman’s constituent a good holiday after the stress she has endured.
Julie Hilling (Bolton West) (Lab)
We are talking about people who are unable to go on their holidays, but my constituents are stuck in India with their newborn babies, unable to get home. They get no response from the helplines. In fact, their passports would have been issued by the Hong Kong office had it been open. They are desperate, running out of money and stuck in a hot hotel room in India.
Yvette Cooper
My hon. Friend makes an important point on some of the difficult cases and long delays faced by British citizens overseas, not least as a result of the decisions that the Home Secretary has taken. I, too, have constituents who are abroad who are waiting for passports to be returned because they depend on having up-to-date papers to meet their visa conditions. They are worried that they will be penalised in the country where they are resident because their papers will not be valid unless they get their passports back in time.
Andrew Gwynne (Denton and Reddish) (Lab)
My case is like that of my hon. Friend the Member for Bolton West (Julie Hilling). My constituent lives in Stockport, but his wife and their son are stuck in Mumbai. The baby was born on 18 January. They still do not have a passport or a resolution. The hotline advice was for them to travel from Mumbai to Delhi. Of course, they cannot do so because they do not have a travel document for the baby. What kind of advice is that?
Yvette Cooper
These are the kinds of difficulties faced by British citizens across the world, many of them working hard in jobs abroad, including families who want to return home, but are unable to get the papers they need to return with their young children.
The Home Secretary outlined some measures to deal with British residents overseas. They are belated, but she has announced some measures to respond and we welcome that. However, there are still questions about those measures. She has said, for example, that British citizens overseas can now simply extend their existing passports and that children abroad can get emergency travel documents. However, people who have applied and are already in the system have been told that if they want to do that, they will have to withdraw their existing application, that that might take two weeks and that they will have to wait for their existing papers to be returned before they can apply for the emergency provisions and emergency travel papers instead.
Robert Flello
My right hon. Friend is being extremely generous in taking interventions. I have a constituent in Abu Dhabi waiting for children’s visas who is being charged on a daily basis until the problem is sorted out. Therefore, in addition to waiting, my constituent is also being penalised financially.
Yvette Cooper
I think that goes to the heart of the problems faced by a lot of families, who are experiencing stress and delay, but also having to pay for it.
The Home Secretary has said that British residents will be able to get a free fast-track upgrade if they are due to travel. Again, that is welcome, but even that is causing problems. One family who drove to Durham told us:
“My husband queried the fee and they said it’s not true about the fee waiver and it was just a rumour.”
Another was told that if they wanted to fast-track, they would have to cancel their existing application and that that would take 14 days. People who submitted their application online are being told that they cannot get a free upgrade. Even for a fast track, people have to make an appointment. One family were told that the only appointment in the next three weeks was in Durham.
According to the helpline today, the soonest that anyone can get an appointment anywhere in the country is Friday in Durham or Sunday in London, and even then it could take them an extra week to get their passport. Anyone who wants the premium service—to get their passport the next day, because they are about to travel urgently—will still have to pay. According to the Home Secretary, only the fast-track upgrade is free, not the premium service, despite the fact that some people applied for their passports many weeks ago and are now right up against the line.
Paul Flynn (Newport West) (Lab)
My right hon. Friend is being very generous in giving way. Did she notice a Monty Python-esque moment in the Home Affairs Committee yesterday? It was very similar to the salesman’s explanation that the parrot was not dead, but was very deeply asleep. When the chief executive was asked about the logjam, he said there was no logjam. When he was shown published photographs of rooms of chairs and tables filled with passport applications, he said, “That’s not a logjam; that’s work in progress.” It was pure Monty Python.
Yvette Cooper
We have heard that point made by Ministers, the Home Office press office and officials—“Backlog? No backlog.” Yet that is not the experience of families across the country.
What about those who have paid already, one of the key issues in our motion? Martin Cook from Ipswich, who applied many weeks ago, before the three-week deadline, has now had to pay £65 to upgrade, so that he and his wife can go on a romantic break to Prague. Audrey Strong’s 94-year-old mother—whom my hon. Friend the Member for Bristol East (Kerry McCarthy)mentioned—has paid the extra to upgrade so that she can go on her cruise. She feels like she is being held to ransom. After weeks of delay, Anne Dannerolle from Hull paid for the upgrade to next-day delivery. Her passport still did not come and she had to drive a 200-mile round trip just hours before her flight. Roy Pattison, a security guard from Worcester, applied seven weeks ago, before his holiday to Turkey. Finally, on Friday he paid to upgrade to the fast-track service, but his passport still did not arrive on time.
The Passport Office has made money out of those families. Too early to get the Home Secretary’s fast-track offer, but too late to wait any longer before they travel, they have been forced to pay out. I therefore urge the Home Secretary to agree today that those families who have already had to pay out because of her delays should also be refunded the cost of their fast-track service.
We still do not know when things will be back to normal. Families still do not know how long they can expect to wait. We still do not know whether the Home Office has a grip, but families want answers now. We want to know when things will be back to normal. The Home Secretary should look again at the system for processing overseas passports, because it is not working. She should look again at the staffing, to ensure that she has enough staff in place to get the backlog down fast. She should look again at other measures to get through the summer, such as more support for check and send to reduce errors at this difficult time. She should look again at the fast-track and premium services, because they do not seem to be working well enough. She should also look again at compensating people who have paid extra fees through no fault of their own.
Would it be too much to ask for a little bit of humility from the Home Secretary when she stands up today, given the holidays she has put at risk? Yesterday the chief executive of the Passport Office gave an apology; last week the Prime Minister gave an apology; so can we have an apology from the Home Secretary, as the Minister in charge of it all? Why doesn’t she begin her speech with that apology to those families now?
Mrs May
I absolutely recognise that some people have been suffering delays and have not received their passports within the three weeks. I say to the hon. Lady and to her right hon. and hon. Friends that it is important that people out there who are applying for their passports understand what the situation is—and the situation remains that, thanks to the very hard work of Passport Office staff in passport offices up and down the country, the vast majority of people are getting their passports within three weeks. The hon. Member for Worsley and Eccles South (Barbara Keeley) has spoken about an individual case, and other Members are raising individual cases, too. I understand why they are doing so, and I shall explain later how we hope to enhance our ability to deal with MPs’ queries on these matters and, as far as possible, to ensure that people are able to travel when they have booked their travel, and that they are able to get their passports in time.
Yvette Cooper
I noticed that the Home Secretary said that the proportion of straightforward applications being processed on time had dropped from 97% previously to 89% over the last couple of weeks, so the situation is getting worse. Will she clarify exactly what she means by “a straightforward application” and what proportion of passport applications are not “straightforward”?
Mrs May
The vast majority of applications are straightforward: renewal or replacement applications for which the forms have been properly completed and all the required documents are available. Those applications are processed more easily than first-time applications because the individual has all the information that they need to provide. It is the case that first-time applications take longer than three weeks, and we have always been clear, as the Passport Office has always been clear, that first-time applications take longer because, of course, an interview is needed. That is part of the security that was introduced for passports, and I think we were absolutely right to introduce it. I shall see if I can get a precise figure for the right hon. Lady.
Mrs May
There are a number of issues that I shall address later in my speech, but let me say this to the hon. Lady. We want a passport system that ensures that people can apply for their passports and receive them within a reasonable time. The majority of those whose applications are straightforward are receiving their passports within the time scale that has been set, but when we deal with passport applications, it is important for us to carry out the necessary checks. Sometimes information will not have been submitted, or someone will not have filled in the form correctly, and it will be necessary to contact the person again. That means that delivering the passport will take longer.
Yvette Cooper
The Home Secretary said a few moments ago that 3.3 million passport applications had been received, as opposed to 2.95 million last year. One would expect foreign residents to account for at least half that increase, as a result of her decision to close the international centres. Can she tell us what proportion of the increase in demand is due to overseas applications, and what proportion is due to applications from domestic residents?
Mrs May
My hon. Friend is right. When I was at the passport office in Peterborough, staff told me that a number of people, on hearing the publicity, had been contacting them about what was happening. These were people who would be getting their passports within the time frame, but their anxieties had been raised by what they had been hearing about the Passport Office. As I said, we must be clear that while some people have not been getting their passports within the normal time frame and while some people have been having difficulties in relation to their travel—we have been taking steps to alleviate that, as I announced last week—the vast majority are still receiving their passports within the three-week period. It is important that we provide that reassurance to people.
Before I deal with some of the Opposition’s claims about what is behind the surge in demand for passport applications, I should emphasise that it is clear that HMPO’s modelling failed, and we will need to address that. Likewise, there will undoubtedly be measures that we will need to take to improve the productivity and efficiency of the organisation in future. I have already said that I am considering removing HMPO’s agency status so that it can be made directly accountable to Ministers. I want to correct some of the claims that have been made in the past week or so. First, it is not true that this happened as a direct result of the decision to move the processing of overseas passport applications to the UK. HMPO and the Foreign and Commonwealth Office estimated that demand for overseas passport applications would be between 350,000 and 400,000 per year. Coincidentally, the surge in demand for passports represents about 350,000 more applications than last year. The vast majority of the surge is caused by domestic applications.
Secondly, it is not true that the delay in processing applications was caused by staff reductions. In fact, over the past couple of years, staff numbers in HMPO have risen, not fallen. On 31 March this year, HMPO had 3,444 full-time equivalent staff, up from 3,260 in 2013 and 3,104 in 2012.
Yvette Cooper
Of the 350,000 to 400,000 additional passports applied for in the past six months, what proportion is from overseas residents?
Mrs May
I will get the exact figure checked and give it to the right hon. Lady.
The Opposition have repeatedly compared current staffing levels with those in 2010 but, as they well know, HMPO was not just a passport office in 2010. It was called the Identity and Passport Service because of the previous Government’s plan to maintain an identity database and introduce identity cards. One of the first things this Government did in 2010 was scrap ID cards and destroy the identity database. The Opposition know therefore that their comparison with 2010 does not stand up to scrutiny.
Thirdly, it is not true that the delays have been caused by the decision to close certain premises.
Mrs May
I am coming close to the end of my speech.
Mark Sedwill will also be reviewing HMPO’s agency status and looking at whether HMPO should be brought back into the Home Office, reporting directly to Ministers in line with other parts of the immigration system since the abolition of the UK Border Agency.
Passports are important security documents, but they are also the important means by which people live their lives. Likewise, the numbers we have talked about today are not just statistics but people who want to know that they will get their passports in time for their holidays and for other pressing travel plans. As I said, a number of people are waiting too long for their passport applications to be processed.
Yvette Cooper
I thank the Home Secretary for giving way; she has been very generous. She obviously has not been able to get the precise figure that I asked for before she sits down. I hope that the Minister for Security and Immigration will be able to get that before he stands up. As I understand it, she said that the Passport Office is experiencing 150,000 domestic applications and 9,000 overseas applications. Given the figures that she has also given us about the 2.95 million last year and the 3.3 million this year, those figures suggest that the overseas applications account for at least half the increase in applications that we have seen. Can she say whether that is the case, and will she take one final opportunity to tell us whether she will refund the extra fees that people have paid in order to get their passports on time? They have already paid the fee. Will she refund it?
Mrs May
Of the 3.3 million figure, about 6% are overseas applications. That is why I said what I did about the surge that has been coming through.
As I said at the beginning of my speech, a number of people are waiting too long for their passport applications to be processed. To anybody who is unable to travel because of delays caused by HMPO, the Government are sorry. It is important to remember that the vast majority of people—
Yvette Cooper
The Home Secretary said that the figure had gone up from 2.95 million to 3.3 million. That is about a 10% increase. She has now said that 6% of that was overseas applications. They were not happening in previous years. Therefore, there has been only a 4% increase in domestic applications. Can she confirm those figures?
Mrs May
The right hon. Lady is wrong on that, which is why I suggested that it is perhaps better if I set out the figures to her in writing so that she is absolutely clear about them, rather than trying to make back of the envelope calculations in the Chamber.
It is important to remember that the vast majority of people are still receiving their passports within the expected three weeks, but the Government are putting in place measures to make sure that HMPO can process passport applications without the delays we have seen. HMPO staff are working tirelessly. The pinch points are being addressed, more staff are being trained and brought on board, and the measures I announced to the House last week are being implemented. More passports are being issued, and people who need to travel urgently can have their application fast-tracked without charge if their application has been with the Passport Office for longer than three weeks.
We are not going to be able to wish this problem away or fix everything overnight, but the measures that the Government are taking mean that HMPO can get to grips with its work load, meet the demand that it is facing and make sure that the public get the service they deserve. That is why the House should vote against the Opposition’s motion and vote with the Government today.
Stephen McPartland
I will not give way again, because Madam Deputy Speaker wants us to make progress so that other Members can speak.
The passport is a key document. My hon. Friend the Member for Salisbury gave the important statistic that there were 565,000 documents in 1999. I should like to discuss my experience, because hon. Members will be shocked to discover that I was actually there when the work of the Passport Office was outsourced by the previous Government. In 1998, the Labour Government outsourced me to Siemens Business Services, which wanted to replace my dot-matrix computer with 125 passports on it with some high-falutin’ laser printer based in Manchester. We would examine the passports in Liverpool, and when we pressed “print” on our computers, they would be sent off to Manchester to be printed.
People will be shocked to discover that, during that period, there was complete and utter chaos. The roll-out was so poor that it was actually delayed in all the other passport offices in the United Kingdom. We had spoken to the unions, and to the Ministers involved, and they had been warned for more than 12 months that there would be utter chaos. I left the Passport Office in March 1999, and after it lost my services, there just happened to be a passport crisis that summer. I have no idea why that happened. I was beavering away doing the best I could, and when I left, there were problems.
There were huge problems in 1999. My hon. Friend the Member for Salisbury has mentioned the fact that £12.6 million was paid out. My brother and sister were working in the passport office at the time, and they remember that angry people from all over the country, with their umbrellas, were forming huge queues round the India buildings. They were having to pay out, and it was a huge problem. Every one of those cases was a personal tragedy.
I find it upsetting that some Opposition Members have tried to suggest that the situation today is similar. What has happened over the past few months has been difficult for the individuals involved, but it is nothing like what it was then. I worked there; I experienced it and I can assure every Member that the word “chaos” does not do it justice. Towards the end of 1998, it was so bad that I was paid treble time to work on Sundays, with an extra £10 an hour just to turn up to work. I left university with no debts as a result of that, for which I am grateful to the previous Government. I took advantage of that overtime as much as I could. The reality was, however, that there were huge problems. What the Home Secretary has done over the past few months has resulted in a huge step forward from what I experienced when I was there some years ago.
I would like to put on record my gratitude to the staff in the Passport Office who have helped me and my constituents to get the nine passports that we have contacted the office about over the past few weeks. I give the Passport Office warning now on the Floor of the House that I shall be contacting it in the next few hours about a further three cases, when I have received further details from my constituents, and I hope that they will be processed just as fast.
We have to remember that there are human beings involved, and that the staff who are doing the examining and the printing are all doing the best they can. I was a little disappointed that the shadow Home Secretary saw fit to mock someone who was working on the advice line. I have been in that position myself, and it was very difficult when people were ringing from different countries and I was constantly fielding their concerns. That person will no doubt be disappointed to hear what she said. I want to put on record my thanks to the Home Secretary for her action to try to deal with the situation.
Madam Deputy Speaker (Dame Dawn Primarolo)
Order. The hon. Gentleman has sat down. He has run out of time. I am reducing the time limit to five minutes in order to ensure that all Members can speak in the debate. I hope that it will not be necessary to reduce it further, but this is a time-limited debate. I call Mr Geoffrey Robinson.