Question to the Home Office:

To ask the Secretary of State for the Home Department, what steps her Department is taking to help improve the telephone service on the UK Visas and Immigration general enquiry line.

Teleperformance are our commercial provider who deliver contact centre services on behalf of UKVI.

UKVI closely monitor the volumes of calls and emails received to the general enquiry lines and are able to increase the number of call agents deployed to support any increase in demand. UKVI works closely with the service provider to review performance and ensures that service standards are maintained.

Quality and complaint standards are regularly monitored to ensure that information given to customers is accurate, professional, consistent and of the highest quality.

To date, the helpline services receive less than 0.1% of complaints against overall contact.