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391288

registered interest
date	20/07/2015
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Middle East: British Nationals Abroad
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government how many British nationals are estimated to have travelled abroad to Syria and Iraq to join extremist groups since October 2014; how many have since returned to the United Kingdom; and what is the total number of such people who remain in Syria.
tabling member printed	The Marquess of Lothian
uin	HL1648
answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>Around 700 people who are of concern to the Police and Security Services are thought to have travelled to the region since the start of the conflict. We estimate that around half of those have returned.</p> answering member printed Lord Bates question first answered 30/07/2015 13:41:57 answering member 1091 label Biography information for Lord Bates
tabling member	259 label Biography information for The Marquess of Lothian

391297

registered interest
date	20/07/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	CaTreasury
hansard heading	Government Departments: Telephone Services
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 9 July (HL898), what training in communication skills is provided for the officials in (1) HM Revenue and Customs, (2) the Home Office, (3) the Ministry of Justice, (4) the Department for Work and Pensions, and (5) the Department for Business, Innovation and Skills, who are responsible for helping members of the public who telephone with complaints or requests for information.
tabling member printed	Lord Quirk
uin	HL1653
answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>All new HM Revenue and Customs (HMRC) telephony advisers receive two days of call handling soft skills training, prior to handling customer calls. Further call handling training is provided depending on the needs of the advisor.</p><p> </p><p> </p><p> </p><p>The first escalation for complaints from an adviser is to a Team Leader. 80 per cent of complaints are successfully handled at this point.</p><p> </p><p> </p><p> </p><p>HMRC’s Personal Tax Operations has a specific team who deal with customer complaints received via telephone.</p><p> </p><p> </p><p> </p><p>HMRC has a target of answering 80 per cent of all calls received.</p><p> </p><p> </p><p> </p><p>Information regarding the training and performance on telephony issues for other Government Departments is not held centrally and should be obtained from the Departments concerned.</p><p> </p><p> </p><p> </p> answering member printed Lord O'Neill of Gatley grouped question UIN HL1654 question first answered 30/07/2015 13:33:52 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk

391298

registered interest
date	20/07/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	CaTreasury
hansard heading	Government Departments: Telephone Services
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 9 July (HL898), whether there are target times by which calls from members of the public are expected to receive attention when telephoning (1) HM Revenue and Customs, (2) the Home Office, (3) the Ministry of Justice, (4) the Department for Work and Pensions, and (5) the Department for Business, Innovation and Skills.
tabling member printed	Lord Quirk
uin	HL1654
answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>All new HM Revenue and Customs (HMRC) telephony advisers receive two days of call handling soft skills training, prior to handling customer calls. Further call handling training is provided depending on the needs of the advisor.</p><p> </p><p> </p><p> </p><p>The first escalation for complaints from an adviser is to a Team Leader. 80 per cent of complaints are successfully handled at this point.</p><p> </p><p> </p><p> </p><p>HMRC’s Personal Tax Operations has a specific team who deal with customer complaints received via telephone.</p><p> </p><p> </p><p> </p><p>HMRC has a target of answering 80 per cent of all calls received.</p><p> </p><p> </p><p> </p><p>Information regarding the training and performance on telephony issues for other Government Departments is not held centrally and should be obtained from the Departments concerned.</p><p> </p><p> </p><p> </p> answering member printed Lord O'Neill of Gatley grouped question UIN HL1653 question first answered 30/07/2015 13:33:52 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk

391346

registered interest
date	20/07/2015
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Police: Biometrics
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government, further to the Written Answer by Lord Bates on 16 July (HL1344), in the light of the fact that some police forces, including the Metropolitan Police Service, have stopped adding faces to the National Database until the law has been clarified, why the Home Office has not yet distributed guidance about adding faces to the database until the review is complete.
tabling member printed	Lord Scriven
uin	HL1679
answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>There are a number of police forces (including the Metropolitan Police Service) which do not, and never have, uploaded custody images to the Police National Database (PND). Of the Forces that have been uploading Custody Images to the PND, none have ceased doing so. Guidance on the operational uses of PND is issued by the National Police Chiefs Council.</p> answering member printed Lord Bates question first answered 30/07/2015 13:42:23 answering member 1091 label Biography information for Lord Bates
tabling member	4333 label Biography information for Lord Scriven

391049

registered interest
date	17/07/2015
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Terrorism
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government whether they will place in the Library of the House a copy of the agreement between the Metropolitan Police Service and the Independent Police Complaints Commission regarding the investigation of public complaints relating to Schedule 7 to the Terrorism Act 2000.
tabling member printed	Lord Avebury
uin	HL1587
answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>The IPCC and MPS reached an agreement on the handling of Schedule 7 complaints, which was issued by the High Court on 12 January 2015 in the form of a consent order. The consent order is available to the public at:</p><p>http://www.ipcc.gov.uk/sites/default/files/Documents/Schedule_7_Consent_Order.pdf</p><p>We will also place a copy of the consent order in the Library of the House.</p> answering member printed Lord Bates question first answered 30/07/2015 13:43:34 answering member 1091 label Biography information for Lord Bates
tabling member	1665 label Biography information for Lord Avebury