Source · Select Committees · Home Affairs Committee
Recommendation 25
25
Accepted in Part
Address Migrant Help's AIRE contract performance or find alternative service delivery
Recommendation
The Home Office should take urgent action to address the performance of Migrant Help. If Migrant Help is unable to fulfil the Advice, Issue Reporting, and Eligibility (AIRE) contract to an acceptable standard, the Home Office should find an alternative provider or consider alternative ways of delivering the essential services provided under this contract. (Recommendation, Paragraph 108)
Government Response Summary
The government acknowledges Migrant Help's contractual obligations and monitoring, stating improvements have been made and they are working closely with the provider; it also confirms it retains the right to consider alternative providers or delivery models if standards are not met, and is reviewing performance frameworks.
Government Response
Accepted in Part
HM Government
Accepted in Part
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.