Source · Select Committees · Home Affairs Committee
Recommendation 11
11
Acknowledged
Home Office performance management regime remains inadequate, failing to hold providers accountable for contract delivery.
Conclusion
The failings in the current performance management regime mean that the Home Office is not able to properly hold its providers to account. The Home Office has had more than enough time to identify and address the deficiencies in the current Key Performance Indicator framework. Given the increased public prominence and growth in the cost of asylum accommodation, it is unacceptable that the performance management regime remains under review, with no substantive changes, more than two years after the Independent Commission for Aid Impact identified shortcomings in the regime. (Conclusion, Paragraph 57)
Government Response Summary
The government outlined Migrant Help's contractual responsibilities and performance standards under the AIRE contract, noting ongoing improvements but also stating the Home Office is currently reviewing performance frameworks and contract scope. It reserves the right to consider alternative providers if standards are not met.
Government Response
Acknowledged
HM Government
Acknowledged
Migrant Help’s responsibilities under the AIRE contract are defined by statutory and contractual requirements, including impartial advice, eligibility support, issue reporting, and safeguarding. Since 2019, Migrant Help has served as the single point of contact for asylum seekers, with demand exceeding initial projections. The contract requires Migrant Help to meet specific performance standards and KPIs, which are monitored by the Home Office. While some KPIs have been affected by systemic pressures, improvements have been made in areas such as call handling and issue reporting. The department is working closely with Migrant Help to ensure its services can meet the required standards. Despite this, if Migrant Help does not meet the required standards and remedial actions are unsuccessful, the Home Office retain the right to consider alternative providers or delivery models to maintain service quality. The Home Office is currently reviewing performance frameworks and contract scope to ensure services continue to meet the needs of asylum seekers.