Source · Select Committees · Public Accounts Committee
Recommendation 39
39
Accepted
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 Summary
The government disagrees with the implied recommendation but states it is committed to continuous improvement in customer service, is improving channels for customers to seek progress, and has recently launched a visa processing times tool for self-service updates.
Government Response
Accepted
HM Government
Accepted
6.1 The government disagrees with the Committee’s recommendation. 6.2 The Home Office is committed to continuous improvement in customer service standards. It monitors key indicators and is improving channels for customers to seek progress on their application. 6.5 Home Office recently launched the visa processing times tool (Check your visa processing time - GOV.UK) where customers can self-serve to find out when they may expect a decision based on published service standards.