Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Accepted
Home Office relies on resource flexibility and system standardisation to manage future visa surges.
Conclusion
We asked what would happen if there was a sudden surge in applications under the scheme and whether the Home Office would have sufficient capacity to support such a surge whilst maintaining standards of service in other areas of its work. The Home Office explained that there were a number of reasons why it could support such a surge. These included having the resources it needed, the flexibility to deploy people to different pressures in the organisation as they emerged, and through automating and transforming its systems, which had increased productivity. The Home Office also told us that it was seeking to standardise all of its visa processing and more of its asylum processing, which would reduce the time taken to train somebody to work across any of its processes.17 14 C&AG’s Report paras 2.9–2.10 15 Q 9; C&AG’s Report para 2.11 16 Qq 73–75 17 Qq 74–75 12 Homes for Ukraine 2 Support and sponsorship within the scheme
Government Response Summary
The Home Office has formally introduced a 15 working day customer service standard for Homes for Ukraine applications from February 2024, to be published quarterly. It ensures sufficient resources are in place to meet targets and maintain surge capacity through flexible deployment and experienced caseworkers.
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.