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UK Visas and Immigration: Telephone Services

Question for Home Office

UIN HL1863, tabled on 10 October 2017

To ask Her Majesty's Government how much was received in fees by the Home Office from people using the phoneline provided by UK Visas and Immigration for people to make inquiries about the status of their visa applications for each month since 1 July.

Answered on

24 October 2017

UK Visas and Immigration in–country contact centres provide information about the Immigration Rules and the Points Based System requirements via a number of published customer enquiry line numbers. In 2014, in line with Cabinet Office guidance , UKVI changed all 0845 and 0870 prefix helpline numbers to lower call tariff rate 0300 prefix numbers. UKVI do not generate any income from these non-geographic numbers enquiry lines.

The £1.37 per minute call charge is levied on the International phone line service to fund the commercial contract as the UK government believes it is right that those who use and benefit directly from the UK immigration system make an appropriate contribution towards meeting the costs of the immigration system. Those who use the services are predominantly from outside the UK. Our web site is the main source of information and advice and is free of charge.

Further details of the financial arrangement in place between the Home Office and SITEL UK Ltd for the provision of Contact Centre Services (UK and International) is not available due to it being commercially sensitive.

Answered by

Home Office