Source · Select Committees · Home Affairs Committee
Recommendation 24
24
Accepted
AIRE service unable to meet demand due to Home Office management failures
Recommendation
The Advice, Issue Reporting and Eligibility Contract (AIRE) service delivered by Migrant Help has not been able to meet demand, and the Home Office has failed to effectively manage the performance of the service. We recognise that Migrant Help has delivered the service in a very difficult operating environment. However, given the critical nature of this service, in both ensuring asylum seekers are able to raise issues and secure advice through the asylum process, and in enabling the Home Office to have oversight of its accommodation providers, it is essential that the Home Office ensures an adequate service is delivered. (Conclusion, Paragraph 107)
Government Response Summary
The government acknowledges Migrant Help's contractual obligations and monitoring, noting improvements in some KPIs, and states it is working closely with the provider while also reviewing performance frameworks and contract scope to ensure adequate service delivery.
Government Response
Accepted
HM Government
Accepted
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.