Source · Select Committees · Home Affairs Committee
Recommendation 28
28
Accepted
Review AIRE service structure, considering local delivery and end-to-end oversight mechanisms
Recommendation
We recommend that the Home Office reviews the structure and remit of the AIRE service, to identify changes that could be made to ensure the service delivers what is required. The Home Office should report back to us on the outcome of its consideration of how the advice and issue reporting system can best be delivered in the future. This should include an assessment of opportunities for delivering elements of this service at a local level, and possible mechanisms for follow up and end-to-end oversight of issues and complaints raised by asylum seekers. (Recommendation, Paragraph 111) 101 Safeguarding
Government Response Summary
The government accepts the recommendation to review the AIRE service, stating it is currently reviewing its structure, remit, performance frameworks, and contract scope, and examining alternative approaches as part of its future asylum contracts development.
Government Response
Accepted
HM Government
Accepted
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.