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1124148

registered interest
date	01/05/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Ministry of Justice: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, pursuant to the Answer of 29 March 2019 to Question 235313 on Courts: Telephone Services, if he will publish a list of (a) every helpline operated by his Department and (b) the prefix of each such helpline.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	249921
answer	answer is ministerial correction date of answer 09/05/2019 answer text <p>During 2014 extensive work was undertaken to transfer MoJ’s higher rate customer service lines into local rate numbers. Since that time the responsibility for these lines has been devolved to the ALBs and MOJ does not hold all this information centrally. Below include helplines operated by MoJ and its Executive Agencies including average call times where available.</p><p> </p><table><tbody><tr><td><p><strong>Ministry of Justice</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (Mar 19)</strong></p></td></tr><tr><td><p>- Public Enquiry Line</p></td><td><p>0203</p></td><td><p>00:02:19<sup>1</sup></p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>HMCTS</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (Apr 2019)</strong></p></td></tr><tr><td><p>- Divorce</p></td><td><p>0300</p></td><td><p>00:16:36</p></td></tr><tr><td><p>- Employment and Tax Tribunals</p></td><td><p>0300</p></td><td><p>00:05:42</p></td></tr><tr><td><p>- Family and Civil</p></td><td><p>0300</p></td><td><p>00:24:50</p></td></tr><tr><td><p>- Immigration and Asylum</p></td><td><p>0300</p></td><td><p>00:12:09</p></td></tr><tr><td><p>- London Magistrates</p></td><td><p>0300</p></td><td><p>00:10:06</p></td></tr><tr><td><p>- Money Claims</p></td><td><p>0300</p></td><td><p>00:09:05</p></td></tr><tr><td><p>- Probate</p></td><td><p>0300</p></td><td><p>00:05:29</p></td></tr><tr><td><p>- Single Justice System</p></td><td><p>0300</p></td><td><p>00:11:17</p></td></tr><tr><td><p>- Social Security Child Support</p></td><td><p>0300</p></td><td><p>00:15:19</p></td></tr><tr><td><p>- Video Hearings</p></td><td><p>0300</p></td><td><p>00:04:22</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>HMPPS</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (Mar 19)</strong></p></td></tr><tr><td><p>- Public Enquiry Line</p></td><td><p>01633</p></td><td><p>00:01:59<sup>1</sup></p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>Criminal Injuries Compensation Authority</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (2018/19)</strong></p></td></tr><tr><td><p>- Customer Service Centre</p></td><td><p>0300</p></td><td><p>00:12:29</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>Office of the Public Guardian</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time</strong></p></td></tr><tr><td><p>- Call Centre Helpline</p></td><td><p>0300</p></td><td><p>Not available</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>Legal Aid Agency</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time</strong> <strong>(Apr 2019)</strong></p></td></tr><tr><td><p>- Crime Contact Centre</p></td><td><p>0300</p></td><td><p>00:07:47</p></td></tr><tr><td><p>- Civil Contact Centre</p></td><td><p>0300</p></td><td><p>00:08:02</p></td></tr><tr><td><p>- Civil Legal Advice</p></td><td><p>0345 / 0845<sup>2</sup></p></td><td><p>00:11:52</p></td></tr></tbody></table><p> </p><p><sup>1</sup> These do not include waiting times as this information is not held.</p><p><sup>2</sup> There is a recorded message on the 0845-number explaining the 0345 option for callers.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer grouped question UIN 249922 question first answered 09/05/2019 16:33:25 answering member 4517 label Biography information for Lucy Frazer previous answer version 117003 answering member constituency Charnwood answering member printed Edward Argar answering member 4362
tabling member	3924 label Biography information for Yasmin Qureshi

1124149

registered interest
date	01/05/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Ministry of Justice: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, what is the average time spent by callers on each of helplines run by his Department.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	249922
answer	answer is ministerial correction date of answer 09/05/2019 answer text <p>During 2014 extensive work was undertaken to transfer MoJ’s higher rate customer service lines into local rate numbers. Since that time the responsibility for these lines has been devolved to the ALBs and MOJ does not hold all this information centrally. Below include helplines operated by MoJ and its Executive Agencies including average call times where available.</p><p> </p><table><tbody><tr><td><p><strong>Ministry of Justice</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (Mar 19)</strong></p></td></tr><tr><td><p>- Public Enquiry Line</p></td><td><p>0203</p></td><td><p>00:02:19<sup>1</sup></p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>HMCTS</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (Apr 2019)</strong></p></td></tr><tr><td><p>- Divorce</p></td><td><p>0300</p></td><td><p>00:16:36</p></td></tr><tr><td><p>- Employment and Tax Tribunals</p></td><td><p>0300</p></td><td><p>00:05:42</p></td></tr><tr><td><p>- Family and Civil</p></td><td><p>0300</p></td><td><p>00:24:50</p></td></tr><tr><td><p>- Immigration and Asylum</p></td><td><p>0300</p></td><td><p>00:12:09</p></td></tr><tr><td><p>- London Magistrates</p></td><td><p>0300</p></td><td><p>00:10:06</p></td></tr><tr><td><p>- Money Claims</p></td><td><p>0300</p></td><td><p>00:09:05</p></td></tr><tr><td><p>- Probate</p></td><td><p>0300</p></td><td><p>00:05:29</p></td></tr><tr><td><p>- Single Justice System</p></td><td><p>0300</p></td><td><p>00:11:17</p></td></tr><tr><td><p>- Social Security Child Support</p></td><td><p>0300</p></td><td><p>00:15:19</p></td></tr><tr><td><p>- Video Hearings</p></td><td><p>0300</p></td><td><p>00:04:22</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>HMPPS</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (Mar 19)</strong></p></td></tr><tr><td><p>- Public Enquiry Line</p></td><td><p>01633</p></td><td><p>00:01:59<sup>1</sup></p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>Criminal Injuries Compensation Authority</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time (2018/19)</strong></p></td></tr><tr><td><p>- Customer Service Centre</p></td><td><p>0300</p></td><td><p>00:12:29</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>Office of the Public Guardian</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time</strong></p></td></tr><tr><td><p>- Call Centre Helpline</p></td><td><p>0300</p></td><td><p>Not available</p></td></tr></tbody></table><p> </p><table><tbody><tr><td><p><strong>Legal Aid Agency</strong></p></td><td><p><strong>Prefix</strong></p></td><td><p><strong>Ave Call Time</strong> <strong>(Apr 2019)</strong></p></td></tr><tr><td><p>- Crime Contact Centre</p></td><td><p>0300</p></td><td><p>00:07:47</p></td></tr><tr><td><p>- Civil Contact Centre</p></td><td><p>0300</p></td><td><p>00:08:02</p></td></tr><tr><td><p>- Civil Legal Advice</p></td><td><p>0345 / 0845<sup>2</sup></p></td><td><p>00:11:52</p></td></tr></tbody></table><p> </p><p><sup>1</sup> These do not include waiting times as this information is not held.</p><p><sup>2</sup> There is a recorded message on the 0845-number explaining the 0345 option for callers.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer grouped question UIN 249921 question first answered 09/05/2019 16:33:25 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1124259

registered interest
date	01/05/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	HM Courts and Tribunals Service: Procurement
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, how much Her Majesty's Courts and Tribunal Service spent on third-party suppliers in each financial year between 1 April 2008 and 31 March 2015.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	249994
answer	answer is ministerial correction date of answer 09/05/2019 answer text <p>HMCTS has published the value of ‘purchases of goods and services’ annually in its Annual Report and Accounts since it was formed on 1 April 2011.</p><p> </p><p>We are therefore only able to provide comparable data for HMCTS since its formation (along with the restated comparative figures from 2010-11). HMCTS’ purchases of goods and services are shown in the table below:</p><p> </p><p>2011-12</p><p><a href="https://www.gov.uk/government/publications/hm-courts-service-and-tribunals-service-annual-report-and-accounts-2011-to-2012" target="_blank">https://www.gov.uk/government/publications/hm-courts-service-and-tribunals-service-annual-report-and-accounts-2011-to-2012</a></p><p>2012-13</p><p><a href="https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2012-to-2013" target="_blank">https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2012-to-2013</a></p><p>2013-14</p><p><a href="https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2013-to-2014" target="_blank">https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2013-to-2014</a></p><p>2014-15</p><p><a href="https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2014-to-2015" target="_blank">https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2014-to-2015</a></p><p>2015-16</p><p><a href="https://www.gov.uk/government/publications/hm-courts-tribunals-service-annual-report-and-accounts-2015-to-2016" target="_blank">https://www.gov.uk/government/publications/hm-courts-tribunals-service-annual-report-and-accounts-2015-to-2016</a></p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 09/05/2019 17:08:44 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1124261

registered interest
date	01/05/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	HM Courts and Tribunals Service: Consultants
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, how much Her Majesty's Courts and Tribunal Service has spent from the public purse on consultancies in each financial year between 2008 and 2016.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	249995
answer	answer is ministerial correction date of answer 09/05/2019 answer text <p>HMCTS has published the value of consultant expenditure annually in its Annual Report and Accounts since it was formed on 1 April 2011.</p><p> </p><p>We are therefore only able to provide comparable data for HMCTS since its formation (along with the restated comparative figures from 2010-11).</p><p> </p><p>2011-12</p><p><a href="https://www.gov.uk/government/publications/hm-courts-service-and-tribunals-service-annual-report-and-accounts-2011-to-2012" target="_blank">https://www.gov.uk/government/publications/hm-courts-service-and-tribunals-service-annual-report-and-accounts-2011-to-2012</a></p><p>2012-13</p><p><a href="https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2012-to-2013" target="_blank">https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2012-to-2013</a></p><p>2013-14</p><p><a href="https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2013-to-2014" target="_blank">https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2013-to-2014</a></p><p>2014-15</p><p><a href="https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2014-to-2015" target="_blank">https://www.gov.uk/government/publications/hm-courts-and-tribunals-service-annual-report-and-accounts-2014-to-2015</a></p><p>2015-16</p><p><a href="https://www.gov.uk/government/publications/hm-courts-tribunals-service-annual-report-and-accounts-2015-to-2016" target="_blank">https://www.gov.uk/government/publications/hm-courts-tribunals-service-annual-report-and-accounts-2015-to-2016</a></p><p>2016-17</p><p><a href="https://www.gov.uk/government/publications/hm-courts-tribunals-service-annual-report-and-accounts-2016-to-2017" target="_blank">https://www.gov.uk/government/publications/hm-courts-tribunals-service-annual-report-and-accounts-2016-to-2017</a></p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 09/05/2019 17:10:08 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1109012

registered interest
date	02/04/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Courts: Reform
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, how much is projected to be spent from the public purse on the courts reform programme in each financial year between April 2019 and 2025.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	239923
answer	answer is ministerial correction date of answer 10/04/2019 answer text <p>Between April 2019 and 2025 the HM Courts and Tribunals service is projecting to spend £610m on the Reform.</p><p> </p><p>Broken down by year this would equate to:</p><p> </p><table><tbody><tr><td><p><strong>Year</strong></p></td><td><p><strong>Implementation Costs</strong></p></td></tr><tr><td><p>2019/20</p></td><td><p>£219m</p></td></tr><tr><td><p>2020/21</p></td><td><p>£167m</p></td></tr><tr><td><p>2021/22</p></td><td><p>£96m</p></td></tr><tr><td><p>2022/23</p></td><td><p>£55m</p></td></tr><tr><td><p>2023/24</p></td><td><p>£48m</p></td></tr><tr><td><p>2024/25</p></td><td><p>£25m</p></td></tr></tbody></table><p> </p><p>The ambitious Reform programme, developed in partnership with the Judiciary is bringing new technology and modern ways of working to the justice system. New digital services are already making a difference, with 150,000 people using online justice systems in 2018.</p><p> </p><p>Public feedback is positive with 85% of people reporting they are happy with the new divorce service, 93% for probate and 89% for civil money claims. Spending is continually monitored to ensure the £1bn budget it met.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 10/04/2019 16:52:47 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1109194

registered interest
date	02/04/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Witnesses: Video Recordings
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, what steps are being taken to ensure that those with (a) limited digital capability or (b) disabilities are not negatively affected by the increased use of video court hearings.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	239924
answer	answer is ministerial correction date of answer 10/04/2019 answer text <p>The use of video-links in the court system is well-established and, in circumstances where the use of a video link (or, in the future, a fully video hearing) might negatively impact those with limited digital capability or disabilities, the judge will always consider individual needs and has the discretion to direct that the individual can appear in person.</p><p> </p><p>HMCTS continue to carefully develop and test fully video hearings and have put in place appropriate arrangements and safeguards to ensure that the service is inclusive, and that those with limited digital capability or disabilities are not negatively impacted. This includes ensuring the Fully Video Hearings service will be compatible with assistive technology, conducting user research including users with low digital skills, providing access to trained support staff, and capturing information on participants’ needs to inform judicial decision-making on whether a video hearing is suitable.</p><p> </p><p> </p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 10/04/2019 16:54:03 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1109225

registered interest
date	02/04/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Courts: Closures
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, with reference to the Buzzed article entitled The Ministry Of Justice Has Been Accused Of Sitting On Evidence That Undermines Its Drive To Close Courts, published on 18 March 2019, if he will make an assessment of the accuracy of reports in that article that the Government chose not to publish data which suggested that people had a more positive experience of the justice system if they had physically been in court; and if he will make a statement.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	239927
answer	answer is ministerial correction date of answer 11/04/2019 answer text <p>The HMCTS Citizen User Experience report was published in June 2018 on gov.uk. It is available at https://www.gov.uk/government/publications/hmcts-citizen-user-experience-research. Raw data has also been shared with academics and the findings presented to them.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 11/04/2019 16:33:13 answering member 4517 label Biography information for Lucy Frazer previous answer version 112738 answering member constituency South East Cambridgeshire answering member printed Lucy Frazer answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1108742

registered interest
date	01/04/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Courts: Reform
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, how much has been spent from the public purse on the courts reform programme in each financial year since 2014.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	239219
answer	answer is ministerial correction date of answer 09/04/2019 answer text <p>As of February 2019, HM Courts and Tribunals Service has spent £514m on the Reform Programme.</p><p> </p><p>Broken down by year this equals:</p><p>2014/15 - £15m</p><p>2015/16 - £57m</p><p>2016/17 - £114m</p><p>2017/18 - £162m</p><p>2018/Feb 19 - £165m</p><p> </p><p> </p><p>The ambitious Reform programme, developed in partnership with the Judiciary is bringing new technology and modern ways of working to the justice system. New digital services are already making a difference, with 150,000 people using online justice systems in 2018. Public feedback is positive with 85% of people reporting they are happy with the new divorce service, 93% for probate and 89% for civil money claims.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 09/04/2019 14:40:57 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1108744

registered interest
date	01/04/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Courts: Reform
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, whether the £1 billion budget of the courts reform program has been revised.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	239220
answer	answer is ministerial correction date of answer 09/04/2019 answer text <p>The £1 billion budget remains unchanged.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 09/04/2019 14:41:37 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi

1108749

registered interest
date	01/04/2019
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
hansard heading	Courts: Digital Technology
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Justice, pursuant to the Answer of 29 March 2019 to Question 235313 on Courts: Telephone Services, what assessment he has made of the implications for his policies of recent reports that the face-to-face assisted digital support scheme has helped just 14 people since the introduction of that scheme; and what steps he is taking to increase uptake of that scheme.
tabling member constituency	Bolton South East
tabling member printed	Yasmin Qureshi
uin	239221
answer	answer is ministerial correction date of answer 11/04/2019 answer text <p>We’re investing £1 billion to modernise the justice system, making it easier to use and providing better value for the taxpayer. Our reforms will provide a range of ways to access our services (digital, paper and phone) so users can choose the way the want to interact with HMCTS at any given time. Our digital services are developed iteratively, meaning that we continuously refine them to ensure they are as simple and easy to use as possible. However, we know that this isn’t always an option for some people so our assisted digital support services help people who are less confident using online systems to use the digital services.</p><p>HMCTS is piloting face to face digital support in 18 locations. Paper forms will also remain for those who choose to use them and improvements are also being made to paper forms.</p><p>We recognise that we need to look further at how we support those who need help with the digital process. HMCTS is continuing to raise awareness of the support on offer to ensure those who require help in these pilot areas can access it. Community engagement in pilot locations is increasing the number of referrals and seven sites will be added to the face-to-face pilot in May.</p><p>Pilot face-to-face centres are able to identify and refer people who need digital support to use HMCTS services in their communities. Since starting this process in January 2019, take up of the service has increased week on week with 41 people now having had successful appointments. We are continuing to look at the ways we can ensure that people get the support that they need.</p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer question first answered 11/04/2019 16:29:15 answering member 4517 label Biography information for Lucy Frazer
tabling member	3924 label Biography information for Yasmin Qureshi