Source · Select Committees · Home Affairs Committee
Recommendation 12
12
Acknowledged
Agree new Key Performance Indicators with contract providers and regularly review the regime.
Recommendation
The Home Office should, as a matter of urgency, agree new KPIs with contract providers. In future the KPI regime should be reviewed regularly to ensure that it remains appropriate and relevant. (Recommendation, Paragraph 58) Oversight of subcontractors
Government Response Summary
The government responded by outlining the complexities of the current AIRE service delivery model and stating it is currently reviewing performance frameworks and contract scope, as well as examining alternative approaches for future AIRE service provision. It did not commit to urgently agreeing new Key Performance Indicators (KPIs) with contract providers.
Government Response
Acknowledged
HM Government
Acknowledged
Delivering the AIRE service solely at a local level would be challenging due to its scale, regulatory requirements, and need for consistent 24/7 support. The current model supports over 106,000 asylum seekers and manages high call volumes, requiring accredited advisors, integrated IT systems, and robust safeguarding—capabilities that are not easily replicated by smaller or fragmented providers. While Migrant Help has introduced improvements such as integrated systems, translated webchat, and self-service portals, we recognise the need to review future delivery options. The Home Office is currently reviewing performance frameworks and contract scope to ensure services continue to meet the needs of asylum seekers. As stated above, if Migrant Help does not meet the required standards the Home Office retain the right to consider alternative providers and are currently reviewing performance frameworks and contract scope to ensure services continue to meet the needs of asylum seekers. This work is already being supported by the future asylum contracts next generation contract and delivery model development, which is examining alternative approaches to AIRE service provision. Additionally, as mentioned in our response to recommendation 2, our ongoing contract management review is assessing lessons learned and will inform future decisions. Safeguarding