Home Office: Telephone Services
(asked on 13th June 2022) - View Source
Question to the Home Office:
To ask the Secretary of State for the Home Department, how many new enquiries her Department’s MP hotline teams dealt with in each month in 2021; what steps her Department is taking to manage the (a) performance and (b) case management of those teams; what steps she is taking to oversee the performance of those MP hotlines; and if she will make a statement.
The volume of individual calls handled in 2021, by month, detailed below.
| Calls answered |
| |
Jan-21 |
| 860 |
|
Feb-21 |
| 885 |
|
Mar-21 |
| 1042 |
|
Apr-21 |
| 919 |
|
May-21 |
| 808 |
|
Jun-21 |
| 1188 |
|
Jul-21 |
| 1103 |
|
Aug-21 |
| 1314 |
|
Sep-21 |
| 1590 |
|
Oct-21 |
| 1633 |
|
Nov-21 |
| 1611 |
|
Dec-21 |
| 1352 |
|
Totals | 14305 |
|
Average wait time for calls in this period was 24 seconds.
We have seen significant increase in call volumes to the MP enquiry line in recent months linked to the situation in Ukraine and to HMPO passport applications. This has resulted in lengthy average wait times.
We have now increased resources working on the MP Enquiry Line and call waiting times are now retuning to 2021 levels.
MP’s also can contact the Home Office via the MP’s Urgent Enquiries inbox or in person at the Portcullis House walk-in hub.