Question

To ask the hon. Member for Blaenau Gwent and Rhymney, representing the House of Commons Commission, how many complaints have been received from hon. Members relating to (a) laptops, (b) other IT equipment supplied under the Hardware Refresh programme and (c) access to MemberHub since 1 January 2025.

The Parliamentary Digital Service has a formal complaints process in place for Members to raise concerns about their services. This sits alongside our Member Services team, 24/7 support desk and other support channels, which are available to assist Members and their offices with any issues they may experience.

Since 1 January 2025 the Parliamentary Digital Service has received one complaint from a Member under the formal complaints process which related to all three categories of (a) laptops (b) other IT equipment supplied under the Hardware Refresh programme, and (c) access to MemberHub. No other formal complaints were received from any Members in any of these categories.

In addition, we hold data on the number of incidents Members have raised to the Digital Support Desk in relation to the three categories. These incidents cover technical faults as well as queries on functionality, process or the status of orders.

For each category the number of incidents reported by Members is provided below since 1 January 2025. The percentage in brackets shows the proportion this category represents of overall incidents reported by Members:

233 related to laptops (11%)
769 related to hardware more generally (38%)
16 related to MemberHub (<1%)

It is not possible to separate out issues raised by the hardware refresh programme in this data.