 |
answer text |
<p>The Department works to a target of responding to 95% of Hon. Members written correspondence
within 20 working days.</p><p>Performance has been impacted by a significant increase
in the volume of correspondence received, including the unprecedented amount of correspondence
about the situation in Afghanistan and more recently in Ukraine.</p><p>The Department
continues to prioritise enquiries related to Ukraine and recognises it has not been
able to meet service standard in other cases. An action plan has been implemented
to clear backlogs and drive-up performance. MPs can escalate urgent and compassionate
cases via the team at Portcullis House.</p><p>The Department continues to recruit
additional resources and has recently been loaned staff from non-operational areas
to assist in clearing the backlogs. A detailed recovery plan to support a return to
an acceptable service standard is being prepared.</p><p>Data about intake and performance
in answering Hon. Members correspondence are published quarterly with the latest Quarter
available at: <a href="https://www.gov.uk/government/publications/customer-service-operations-data-q1-2022"
target="_blank">https://www.gov.uk/government/publications/customer-service-operations-data-q1-2022</a></p><p>We
do not publish average waiting times for substantive responses to correspondence.</p>
|
|
