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1639271

registered interest
date	22/05/2023
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how much funding her Department provided to the (a) Refuge National Domestic Abuse Helpline, (b) National Perpetrator Helpline run by Respect, (c) Men’s Advice Line, (d) Galop national LGBT+ victims' helpline, (e) National Stalking Helpline operated by the Suzy Lamplugh Trust and (f) Revenge Porn Helpline operated by SWGfL in the (i) 2022-23 and (ii) 2023-24 financial years.
tabling member constituency	Crawley
tabling member printed	Henry Smith
uin	186090
answer	answer is ministerial correction date of answer 25/05/2023 answer text <p>The Home Office has provided over £3.7m of funding to the following helplines to provide advice and support to victims of domestic abuse, perpetrators of domestic abuse as well as victims of stalking since financial year 2022/23.</p><p> </p><p>The breakdown of allocation by financial year is as follows:</p><p><strong>Financial Year 2022/2023</strong></p><p>(a) National Domestic Abuse Helpline, run by Refuge - £1,000,000</p><p>(b) National Perpetrator Helpline, run by Respect - £200,000</p><p>(c) Men’s Advice Line, run by Respect - £200,000</p><p>(d) National LGBT+ Victims' Helpline, run by Galop - £150,000</p><p>(e) National Stalking Helpline operated by the Suzy Lamplugh Trust - £150,000</p><p>(f) Revenge Porn Helpline operated by South West Grid for London - £160,430</p><p><strong>Financial Year 2023/2024</strong></p><p>(a) National Domestic Abuse Helpline, run by Refuge - £1,000,000</p><p>(b) National Perpetrator Helpline, run by Respect - £200,000</p><p>(c) Men’s Advice Line, run by Respect - £200,000</p><p>(d) National LGBT+ Victims' Helpline, run by Galop - £150,000</p><p>(e) National Stalking Helpline operated by the Suzy Lamplugh Trust - £150,000</p><p>(f) Revenge Porn Helpline operated by South West Grid for London - £160,430</p><p>In March 2022, we published the cross-Government Tackling Domestic Abuse Plan. The Plan will seek to transform the whole of society’s response in order to prevent offending, support victims and pursue perpetrators, as well as to strengthen the systems processes in place needed to deliver these goals.</p><p> </p><p>As part of the investment of over £140 million for supporting victims and survivors in the Tackling Domestic Abuse Plan, and over £81 million for tackling perpetrators, the Home Office committed to double funding for National Domestic Abuse Helpline, and further increase funding for all the national helplines it supports.</p> answering member constituency Derbyshire Dales answering member printed Miss Sarah Dines question first answered 25/05/2023 15:28:02 answering member 4816 label Biography information for Miss Sarah Dines
tabling member	3960 label Biography information for Henry Smith

1471822

registered interest
date	20/06/2022
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many new enquiries her Department’s MP hotline teams have processed in each month of 2022 up to 20 June.
tabling member constituency	Newport East
tabling member printed	Jessica Morden
uin	21147
answer	answer is ministerial correction date of answer 23/06/2022 answer text <p>The volume of calls received, and enquiries handled in these calls on the MP Helpline in each month of 2022 is detailed below.</p><table><tbody><tr><td> </td><td>Calls Answered</td><td>Total Enquiries handles through calls</td></tr><tr><td>Jan-22</td><td>1327</td><td>1650</td></tr><tr><td>Feb-22</td><td>1344</td><td>1659</td></tr><tr><td>Mar-22</td><td>1808</td><td>2383</td></tr><tr><td>Apr-22</td><td>1967</td><td>3632</td></tr><tr><td>May-22</td><td>3716</td><td>7118</td></tr><tr><td>Jun-22</td><td>2902</td><td>4884</td></tr></tbody></table><p> </p> answering member constituency Torbay answering member printed Kevin Foster question first answered 23/06/2022 10:05:41 answering member 4451 label Biography information for Kevin Foster
tabling member	1548 label Biography information for Jessica Morden

1469882

registered interest
date	13/06/2022
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many new enquiries her Department’s MP hotline teams dealt with in each month in 2021; what steps her Department is taking to manage the (a) performance and (b) case management of those teams; what steps she is taking to oversee the performance of those MP hotlines; and if she will make a statement.
tabling member constituency	Newport East
tabling member printed	Jessica Morden
uin	16880
answer	answer is ministerial correction date of answer 20/06/2022 answer text <p>The volume of individual calls handled in 2021, by month, detailed below.</p><table><tbody><tr><td><p> </p></td><td><p>Calls answered</p></td><td><p> </p></td></tr><tr><td><p>Jan-21</p></td><td><p> </p></td><td><p>860</p></td><td><p> </p></td></tr><tr><td><p>Feb-21</p></td><td><p> </p></td><td><p>885</p></td><td><p> </p></td></tr><tr><td><p>Mar-21</p></td><td><p> </p></td><td><p>1042</p></td><td><p> </p></td></tr><tr><td><p>Apr-21</p></td><td><p> </p></td><td><p>919</p></td><td><p> </p></td></tr><tr><td><p>May-21</p></td><td><p> </p></td><td><p>808</p></td><td><p> </p></td></tr><tr><td><p>Jun-21</p></td><td><p> </p></td><td><p>1188</p></td><td><p> </p></td></tr><tr><td><p>Jul-21</p></td><td><p> </p></td><td><p>1103</p></td><td><p> </p></td></tr><tr><td><p>Aug-21</p></td><td><p> </p></td><td><p>1314</p></td><td><p> </p></td></tr><tr><td><p>Sep-21</p></td><td><p> </p></td><td><p>1590</p></td><td><p> </p></td></tr><tr><td><p>Oct-21</p></td><td><p> </p></td><td><p>1633</p></td><td><p> </p></td></tr><tr><td><p>Nov-21</p></td><td><p> </p></td><td><p>1611</p></td><td><p> </p></td></tr><tr><td><p>Dec-21</p></td><td><p> </p></td><td><p>1352</p></td><td><p> </p></td></tr><tr><td><p>Totals</p></td><td><p>14305</p></td><td><p> </p></td></tr></tbody></table><p>Average wait time for calls in this period was 24 seconds.</p><p>We have seen significant increase in call volumes to the MP enquiry line in recent months linked to the situation in Ukraine and to HMPO passport applications. This has resulted in lengthy average wait times.</p><p>We have now increased resources working on the MP Enquiry Line and call waiting times are now retuning to 2021 levels.</p><p>MP’s also can contact the Home Office via the MP’s Urgent Enquiries inbox or in person at the Portcullis House walk-in hub.</p> answering member constituency Torbay answering member printed Kevin Foster question first answered 20/06/2022 14:46:46 answering member 4451 label Biography information for Kevin Foster
tabling member	1548 label Biography information for Jessica Morden

942880

registered interest
date	17/07/2018
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, if he will take steps to ensure that UK residents are not charged the rate applied to non-UK residents over and above network charges to access his Department's spousal visa helpline.
tabling member constituency	Glasgow South West
tabling member printed	Chris Stephens
uin	165091
answer	answer is ministerial correction date of answer 24/07/2018 answer text <p>For overseas customers, UK Visas and Immigration have a chargeable call rate of £1.37 per minute.</p><p>For UK Visas and Immigration in–country customers, contact centres provide information about the Immigration Rules and the Points Based System requirements via a number of published customer enquiry line numbers. In 2014, in line with Cabinet Office guidance, UKVI changed all 0845 and 0870 prefix helpline numbers to lower call tariff rate 0300 prefix numbers. UKVI do not generate any income from these non-geographic numbers enquiry lines.</p><p>UKVI have self selection pages on the Gov.uk website (see link below), and informative telephony messages on our help lines to further ensure and assist customers wanting to contact UKVI. This initial triaging activity on our website allows customers to identify the correct point of contact within our business regarding their in country or overseas application enquiry.</p><p><a href="https://www.gov.uk/contact-ukvi-inside-outside-uk" target="_blank">https://www.gov.uk/contact-ukvi-inside-outside-uk</a></p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes question first answered 24/07/2018 11:02:38 answering member 4048 label Biography information for Caroline Nokes
tabling member	4463 label Biography information for Chris Stephens

909037

registered interest
date	21/05/2018
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many (a) phone calls and (b) other inquiries the Windrush taskforce has received from outside the UK, by country, to date.
tabling member constituency	Cardiff South and Penarth
tabling member printed	Stephen Doughty
uin	146256
answer	answer is ministerial correction date of answer 26/06/2018 answer text <p>As at noon on 22/05/2018 the Home Office has received 212 enquiries from overseas. A country breakdown is available for 162 of these enquires.</p><p>Aruba 1<br>Australia 3<br>Bangladesh 9<br>Barbados 13<br>Botswana 1<br>Dominica 2<br>The Gambia 1<br>Germany 1<br>Ghana 4<br>Grenada 6<br>Guyana 1<br>Jamaica 63<br>Kenya 1<br>Malawi 1<br>Nigeria 32<br>Pakistan 4<br>Saint Kitts &amp; Nevis 3<br>Saint Lucia 6<br>Saint Vincent and the Grenadines 2<br>Trinidad &amp; Tobago 4<br>Uganda 1<br>United States 2<br>Zimbabwe 1</p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes question first answered 26/06/2018 14:11:31 answering member 4048 label Biography information for Caroline Nokes
tabling member	4264 label Biography information for Stephen Doughty

784958

registered interest
date	06/11/2017
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, which public telephone lines for her Department's services are charged at higher rates; and how much was taken by each such telephone line in the last 12 months.
tabling member constituency	Hemsworth
tabling member printed	Jon Trickett
uin	111481
answer	answer is ministerial correction date of answer 02/05/2018 answer text <p>Across its contact centres the Home Office publishes 24 telephone lines for use by the public. None of these are charged at higher rates.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 02/05/2018 15:05:17 answering member 4399 label Biography information for Victoria Atkins
tabling member	410 label Biography information for Jon Trickett

782808

registered interest
date	02/11/2017
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many and what proportion of her Department's public phone-lines charge members of the public to call.
tabling member constituency	Vale of Clwyd
tabling member printed	Chris Ruane
uin	111091
answer	answer is ministerial correction date of answer 20/11/2017 answer text <p>The Home Office has 24 public phone lines in use across its contact centres. All of these numbers are chargeable.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 20/11/2017 17:24:31 answering member 4399 label Biography information for Victoria Atkins
tabling member	534 label Biography information for Chris Ruane

770084

registered interest
date	13/10/2017
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many 0345 telephone numbers are in use by her Department; and how much revenue has been generated by each such telephone number in each year since 2010.
tabling member constituency	Oldham West and Royton
tabling member printed	Jim McMahon
uin	107735
answer	answer is ministerial correction date of answer 20/10/2017 answer text <p>The Home Office has one 0345 telephone number in use. The number came into effect in 2014 and no revenue has been generated by this number since its introduction.</p> answering member constituency Truro and Falmouth answering member printed Sarah Newton question first answered 20/10/2017 09:37:14 answering member 4071 label Biography information for Sarah Newton
tabling member	4569 label Biography information for Jim McMahon

692609

registered interest
date	21/02/2017
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how much income has been accrued to her Department from premium rate telephone lines in each of the last five years for which figures are available.
tabling member constituency	Ellesmere Port and Neston
tabling member printed	Justin Madders
uin	64740
answer	answer is ministerial correction date of answer 01/03/2017 answer text <p>There are no Premium Lines within the Home Office, so there has been no revenue in the last five years.</p> answering member constituency Truro and Falmouth answering member printed Sarah Newton question first answered 01/03/2017 15:58:51 answering member 4071 label Biography information for Sarah Newton
tabling member	4418 label Biography information for Justin Madders

417090

registered interest
date	07/09/2015
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Home Office: Telephone Services
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government whether the Home Office has target times by which members of the public can reasonably expect to get through on the telephone and speak to an official; by what percentage extent there has been a change over the past three years in the number of telephone calls from the public seeking information or assistance from the Home Office; and what training in communication skills is provided for the officials in that Department.
tabling member printed	Lord Quirk
uin	HL2010
answer	answer is ministerial correction date of answer 21/09/2015 answer text <p>The largest volumes of calls in the Home Office are handled by HM Passport Office and UK Visas and Immigration. The Home Office does not publish centrally collated figures for call handling.</p><p>HM Passport Office calls are either handled directly through its commercial partner Teleperformance or at one of the in-house call centres in Liverpool and Southport. Both Teleperformance and the in-house call centres aim to answer 80% of calls in 30 seconds.</p><p>UK Visas and Immigration calls are handled either directly at the in-house call centres in Croydon and Sheffield, or through one of two commercial partners, HGS and Sitel. UKVI in-house Contact Centres aim to answer the majority of calls in three minutes.</p><p>All commercial partner and in-house staff undergo an assessed foundation training course; which includes modules around required knowledge, communication, effective questioning and call control.</p> answering member printed Lord Bates question first answered 21/09/2015 15:48:57 answering member 1091 label Biography information for Lord Bates
tabling member	3254 label Biography information for Lord Quirk