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UK Visas and Immigration: Telephone Services

Question for Home Office

UIN 151003, tabled on 31 March 2022

To ask the Secretary of State for the Home Department, what the average waiting time is for an answer on the UKVI MP Account Manager Team hotline.

Answered on

25 April 2022

Since the beginning of the Ukraine crisis there has been a significant increase in calls to the MP Enquiry Line leading to lengthy wait times for which we apologise.

Normal staffing levels for the MPs Enquiry Line is a maximum of 6 agents available at peak times and this was increased to 16 on Monday 4th April.

We are now seeing a reduction in waiting times and we anticipate call wait times volumes will drop significantly from next week.

To ease pressure on the lines during this period we have requested MPs Offices only use the line for Ukraine queries or non-Ukraine compassionate/urgent cases.

Answered by

Home Office