Question to the Home Office:

To ask His Majesty's Government, further to the Written Answers by Lord Sharpe of Epsom on 21 September (HL2245, HL2247), what “operational commercial improvement opportunities” were identified; and when the 2020 review of previous charges will be published.

Reducing the email and call fees improved the accessibility of our services, as well as our customers experience in contacting UKVI. The previous charges were viewed as relatively high and led to customer dissatisfaction. The change in fees coincided with the launch of the new points based system meaning call volumes increased and more customers would benefit from the fee reduction.

There are no plans to publish the review of previous charges.