Source · Select Committees · Home Affairs Committee
Recommendation 26
26
Deferred
AIRE service lacks follow-up mechanisms, creating accountability gap for complaints
Conclusion
Migrant Help is not contracted to follow up on or monitor issues and does not have sight of the response from providers and the Home Office. This creates a significant gap in accountability. We recognise the value of enabling asylum seekers to raise concerns separately from accommodation providers and the Home Office itself. However, to ensure that concerns are addressed appropriately this system must have appropriate mechanisms for follow up and end-to-end oversight of issues and complaints. These do not currently exist. (Conclusion, Paragraph 109)
Government Response Summary
The government acknowledges the need to review future delivery options for the AIRE service, stating it is currently reviewing performance frameworks and contract scope, and examining alternative approaches as part of future asylum contract development.
Government Response
Deferred
HM Government
Deferred
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.