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Ministry of Justice: Telephone Services

Question for Ministry of Justice

UIN 249922, tabled on 1 May 2019

To ask the Secretary of State for Justice, what is the average time spent by callers on each of helplines run by his Department.

Answered on

9 May 2019

During 2014 extensive work was undertaken to transfer MoJ’s higher rate customer service lines into local rate numbers. Since that time the responsibility for these lines has been devolved to the ALBs and MOJ does not hold all this information centrally. Below include helplines operated by MoJ and its Executive Agencies including average call times where available.

Ministry of Justice

Prefix

Ave Call Time (Mar 19)

- Public Enquiry Line

0203

00:02:191

HMCTS

Prefix

Ave Call Time (Apr 2019)

- Divorce

0300

00:16:36

- Employment and Tax Tribunals

0300

00:05:42

- Family and Civil

0300

00:24:50

- Immigration and Asylum

0300

00:12:09

- London Magistrates

0300

00:10:06

- Money Claims

0300

00:09:05

- Probate

0300

00:05:29

- Single Justice System

0300

00:11:17

- Social Security Child Support

0300

00:15:19

- Video Hearings

0300

00:04:22

HMPPS

Prefix

Ave Call Time (Mar 19)

- Public Enquiry Line

01633

00:01:591

Criminal Injuries Compensation Authority

Prefix

Ave Call Time (2018/19)

- Customer Service Centre

0300

00:12:29

Office of the Public Guardian

Prefix

Ave Call Time

- Call Centre Helpline

0300

Not available

Legal Aid Agency

Prefix

Ave Call Time (Apr 2019)

- Crime Contact Centre

0300

00:07:47

- Civil Contact Centre

0300

00:08:02

- Civil Legal Advice

0345 / 08452

00:11:52

1 These do not include waiting times as this information is not held.

2 There is a recorded message on the 0845-number explaining the 0345 option for callers.