To ask the Secretary of State for the Home Department, what the average response time was for her Department to respond to an enquiry from an MP once an enquiry had been received by the MP (a) hotline and (b) account management team in (a) 2019, (b) 2020 and (c) 2021.
2 February 2022
The Department works to a target of responding to 95% of Hon. Members written correspondence within 20 working days.
Performance has been impacted by a very significant increase in the volume of correspondence received, including the unprecedented amount of correspondence about the situation in Afghanistan. Ministers and officials have also had to instigate a remote process for drafting and signing correspondence during the period of COVID-19 restrictions.
The Department recognises it has not been able to meet service standard in some cases but has implemented an action plan to clear backlogs and drive up performance. The Department has recruited additional resources and expects to return to answering Hon. Member’s correspondence within service standard by the end of March 2022.
Data about intake and performance in answering Hon. Members correspondence are published quarterly with the latest Quarter available at: https://www.gov.uk/government/publications/customer-service-operations-data-q3-2021 and this includes data up to and including the end of quarter 3 - 2021.