HM Passport Office: Backlogs

Commons Urgent Question

My Lords, with the leave of the House, I will repeat the Answer to an Urgent Question asked earlier today in the other place:

“Due to Covid-19, over 5 million people delayed their passport applications in 2020 and 2021”—

I do know how to clear a Chamber. The Answer continues:

“With demand for international travel having returned, Her Majesty’s Passport Office is currently receiving a higher number of passport applications than ever before. Some 9.5 million applications are expected in 2022, compared with approximately 7 million in a normal year.

Since April 2021, 500 new staff have joined and a further 700 will join by the summer. As a result, the vast majority of passport applications are being processed within the 10-week timeframe and over 90% within six weeks. Less than 1.4% of the passports printed last week for UK applications had been in the system for longer than 10 weeks.

With a record number of applications in the system, customer inquiries have increased accordingly. However, the passport advice line, which is run by Teleperformance, is not currently meeting the needs of passport customers. Clearly, this is not acceptable. The Home Office has clear standards for the level of service that suppliers are expected to provide.

Her Majesty’s Passport Office has engaged with Teleperformance at its most senior levels to emphasise the need to significantly improve performance as soon as possible. Alongside steps to bring the operation of the passport advice line, email and call-back functions within the required standard, Teleperformance is urgently bolstering staff numbers in response to the recent surge in customer contact, with 500 additional staff due to be added by mid-June.

We recognise that colleagues will wish to raise cases and queries on behalf of their constituents. HM Passport Office staff have therefore been deployed to answer passport-related inquiries to the Home Office’s dedicated MPs hotline and, for the most urgent cases, they will also be available to conduct in-person passport surgeries at Portcullis House.

While we acknowledge that there have been issues with customer contact that must and will be resolved, I take the opportunity to recognise the work of HM Passport Office staff who continue to ensure that the vast majority of passport applications are processed in under 10 weeks. Their efforts, alongside the extensive work that went into preparing for record demand, have ensured that passport applications continue to be processed in higher numbers than ever before.

Across March and April 2022, HM Passport Office completed the processing of nearly 2 million applications. As this output demonstrates, HMPO staff are firmly focused on maintaining a high level of service and are fully committed to ensuring that people receive their passports in good time for their summer holidays.”

My Lords, I thank the Minister for repeating the Answer to the Question in the other place. I start with an anecdote: last Monday, a friend of mine showed me a picture of an 11 year-old Ukrainian boy in Wandsworth in his brand-new school uniform. He started at Southfields Academy, in Wandsworth, on Monday; I understand that so far it is going very well. He was standing there, proud as punch, in his new school uniform. My friend said that Wandsworth Borough Council has been very helpful in setting up all the various measures they had to put in place to host this family. I will not try to claim that as a Labour success, given that it happened only on Monday.

I thank the hard-working staff at the Home Office for trying to deal with this backlog. We believe that this is a problem of leadership and planning, not of the staff themselves. We also believe that the surge in applications for passports was wholly predictable. Too often, we have to come to this House to ask about delays—on passports, on Ukraine visas and on asylum claims, including those of Afghan interpreters, for example. The costs to the people involved in this application process are difficult to describe because of the extremity of the situation in which they find themselves. Does the Minister believe that the management and leadership process in the Home Office is fit to deal with the current shortcomings and future requirements that will be made of it?