Source · Select Committees · Public Accounts Committee
Recommendation 39
39
Stakeholders raise concerns over complex application processes and poor customer service.
Conclusion
Written evidence from the Homecare Association, ILPA, British Future and Kings College London, the Cavendish Coalition, the Confederation of British Industry, the Law Society and Care England sets out concerns with the application process. They highlighted issues such as complicated and lengthy guidance, the complex sponsorship system and poor customer service.110 Applicants and sponsors are also unable to receive real-time updates on progress with their applications, with 58% of customer complaints received by the Home Office relating to applicants being unable to track the progress of their application.111
Government Response
A response document is linked to this report, dated 15 October 2025. Response attribution to this conclusion has not been verified. Read the response document ↗