The Government are letting down thousands of families across our country. The Passport Office is in chaos because record applications are not being processed in good time. The Home Office was warned about this last year but has failed to take sufficient action. Indeed, its own key indicators last autumn showed that a storm was brewing. I have been frustrated by Ministers ducking and diving and not admitting the scale of the problem. I have submitted a dozen parliamentary written questions about this, but I have had poor responses on the size of the backlog, on the metrics that are being used and on when the service will return to normal. The only figure available was a leak to the press suggesting a 500,000 backlog.
This problem is causing havoc to people’s plans. My office is hearing from worried constituents every day. One case is a seven-year-old constituent who has a family holiday to Australia next week. Their application was submitted on 16 March. It took six weeks for the Passport Office to request information, which was sent back straight away, and tomorrow marks 13 weeks since they first applied. The family needs the passport in order to apply for a visa, so these delays are risking their family holiday.
This is being made worse by the clunky system that the Passport Office is still using. An upgrade was planned three years ago, but it still has not happened. A new digital system would reduce processing time and cost less, so this needs to be done urgently. In the Minister’s closing remarks, can he please tell us when this will happen? Yes, more staff have been hired and more applications are being processed, but still the applications pour in and the delays continue. Families are having to resort to fast-track applications just to get their passports back in time, but at double the cost.
We must have a realistic action plan to get the service back to normal by the middle of July, ahead of the summer holidays. I think the Passport Office needs to tag-team with the National Audit Office to better understand the problem. It must improve its process management and we must have much, much better reporting to Parliament. We are all afraid that the problem will get even worse as the summer holidays approach. Ministers must grip this now, before family holiday plans are turned to sand.