Question to the Home Office:

To ask the Secretary of State for the Home Department, how his Department plans to record complaints by service users during the transition period between asylum accommodation contracts; and whether that information will be made public.

Under the new Asylum Accommodation and Support Contracts (AASC) and Advice Issue Reporting and Eligibility (AIRE) contracts, all issues and complaints raised by Service Users will be managed by the AIRE provider thereby simplifying the system for the service user and allowing for a clearer understanding of roles and responsibilities. The AIRE provider will be responsible for capturing, logging and referring feedback and complaints to the AASC Provider or Home Office for resolution, in a timely manner in line with the Key Performance Indicators underpinning the AASC and AIRE contracts.

The AIRE provider will work closely with Service Users to ensure they are aware of the action being taken to resolve the complaint and communicate any delays in resolution where the complaint may be complex. If the AIRE and AASC provider is unable to resolve a Service User complaint within a timely manner, this can be escalated to the Home Office for action where appropriate. The Home Office reserves the right to undertake an independent investigation into any Service User requests for support or complaints, and the Accommodation Provider’s performance in responding and implementing actions in response to such requests for support or complaints.

The Home Office and Providers will monitor all complaints raised throughout the transition period and beyond and will continue to engage with Local Authorities through the Regional Strategic Migration Partnerships to listen to and act in response to any wider concerns raised, ensuring swift and appropriate action. The Home Office does not routinely publish data in relation to asylum complaints.