Kent Coast Short Term Holding Facilities (STHF)

The Home Office has already undertaken extensive work to improve the quality of information provided to new arrivals. We have provided the IMB with photographs demonstrating some of the improvements made at WJF. We recognise the importance of having arrivals understand the process journey. We will continue to review the messaging delivered to arrivals throughout their ‘process journey.

In relation to dispersal arrangements, after the screening interview, service users are advised verbally, with the use of an interpreter, of the next steps after bail. This includes onward coach transfer to (hotel) accommodation, that they have been granted immigration bail; that employment is restricted; and that they remain liable for detention (Whilst on bail).

During the screening interview individuals are informed they may be liable for detention and ask them to raise any reasons why they may not be suitable. When transferred to Immigration Removal Centres (IRCs) they are also provided with a leaflet outlining what IRCs are and the facilities available.

This also concerns recommendation 9 which Mitie C&C have responded to.

Our focus remains on maintaining a safe, decent, and compliant environment for all individuals in our care. When issues regarding Estates are identified and reported in either Frontier House and Channel View Road, the Home Office works with its stakeholders to deliver a swift resolution. An audit log of all escalations is maintained to ensure full visibility, accountability, and follow through until each issue is resolved. We will continue to manage the relevant contract arrangements and expect repairs and maintenance issues to be addressed through existing contractual mechanisms and oversight processes. Where issues are identified, these are raised with the contractor and monitored through the appropriate assurance and contract management routes. The Home Office will continue to work with service providers to support timely resolution of maintenance concerns where these fall within agreed responsibilities.

The Home Office has always, and will continue to, ensure that the length of detention is kept to a minimum and for the shortest time possible, prioritising children and the vulnerable. However, there may always be exceptional circumstances where detention may need to be extended.

The Home Office does not accept this recommendation. We have already undertaken extensive work to improve the quality of information provided to new arrivals following previous recommendations and we believe it is as clear as is reasonably practicable.

The Home Office continues to conduct Initial Age Decisions as promptly as possible in line with the current Home Office policies. These Decisions are made in the best interests of all, so that the appropriate routing and care can be considered.

Standards of cleaning at the KIU are already carefully monitored. At Manston, there are consistently high levels of service provided, with a good system in place to review when there are increased arrivals to ensure the frequency of cleaning is right. Performance is reviewed at monthly governance meetings to ensure the levels of service being provided are in keeping with contract service levels.

It is ultimately the Home Office—as the contract owner—who holds responsibility for enforcing performance requirements and implementing any necessary changes with the contractor.

It is important to clarify that the cleaning provision for these areas sits under a separate contractual arrangement, and therefore C&C does not hold direct jurisdiction or authority over the management or performance of that contract. Mitie C&C continues to support service quality by submitting timely reports, escalating issues through the appropriate channels, and maintaining open communication with operational partners. In addition, where required, deep cleans can be scheduled via work orders, which are actioned promptly to address immediate hygiene or environmental concerns. We remain committed to working collaboratively with C&C to ensure that cleaning standards remain consistent, safe, and aligned with operational expectations.

Constructive engagement is already well established and continues as part of normal governance arrangements. The Home Office is already committed to attending the monthly board meetings. Senior Home Office representatives, including multiple Grade 6 officials from SBO, continue to attend the Board’s monthly meetings on a regular basis, and we remain committed to maintaining open and constructive engagement with the Board. This ongoing attendance and cooperation provide an established forum through which issues can be raised, discussed and followed up as appropriate.

Mitie C&C recognises the importance of continuing to work collaboratively with the Home Office to ensure repairs are completed to the required standard as promptly and efficiently as possible. We remain committed to improving response times and maintaining appropriate standards across the estate. We will continue to escalate all maintenance concerns through the appropriate channels at every stage. We remain committed to ensuring that repairs are completed to the required standard and within the shortest possible timeframe.

An audit log of all escalations is maintained to ensure full visibility, accountability, and follow-through until each issue is resolved. To support this, we will continue to raise outstanding issues daily until they are fully addressed, ensuring that the problem remains prioritised and that the facility continues to operate safely and effectively. Our focus remains on maintaining a safe, decent, and compliant environment for all individuals in our care.

Mitie C&C accepts this point and welcomes the recognition of the positive attentiveness and mindfulness demonstrated by staff towards detained individuals within the marquees and RHR. We remain committed to maintaining these standards of care, professionalism, and welfare support.

Mitie C&C accepts this point and values the constructive engagement that continues with the Board. Senior personnel will continue to attend the monthly Board meetings regularly, supporting open communication and collaborative working relationships.