Source · Select Committees · Public Accounts Committee
Recommendation 12
12
Accepted
Home Office increased resources and staff flexibility to maintain service across visa routes.
Conclusion
We were concerned about the impact of processing the volume of visa applications received as part of the Homes for Ukraine scheme would have on other visa routes. We therefore asked the Home Office what it was doing to ensure an adequate standard of service across other areas. The Home Office told us that it had brought in additional resources into the Home Office and grown its caseworking teams across the Department, and that it was training people in different ways so they could work flexibly across the organisation.16
Government Response Summary
The government has formally introduced a 15 working day customer service standard for Homes for Ukraine applications from February 2024, which will be published quarterly. It has also ensured sufficient resources and plans for future surges to meet these targets.
Government Response
Accepted
HM Government
Accepted
3.1 The government agrees with the Committee’s recommendations. Recommendation implemented 3.2 As part of ‘normalising’ the operational delivery of Homes for Ukraine, the Home Office has formally introduced a 15 working day customer service standard from February 2024 which will be published quarterly as part of the migration transparency data. 3.3 This information will be captured and recorded in line with existing processes on other visa routes and will include all non-complex applications, as well as any complex applications which can still be processed within 15 days. 3.4 To ensure targets on processing times can be met, the Home Office has used data on application volumes over the last few months to ensure there is sufficient resource in place to process new applications, whilst also resolving any outstanding complex applications as and when the relevant checks are complete. 3.5 Should there be a future surge in applications due to a change in circumstances in Ukraine, the Home Office will be able to urgently reprioritise the deployment of resource within the department’s operational teams, as demonstrated in the early months of the war. This time, there are caseworkers available who have experience of Homes for Ukraine and the necessary processes and casework systems are already in place to enable an effective response to any increase in volumes.