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<p>Under the new Asylum Accommodation and Support Contracts (AASC) and Advice Issue
Reporting and Eligibility (AIRE) contracts, all issues and complaints raised by Service
Users will be managed by the AIRE provider thereby simplifying the system for the
service user and allowing for a clearer understanding of roles and responsibilities.
The AIRE provider will be responsible for capturing, logging and referring feedback
and complaints to the AASC Provider or Home Office for resolution, in a timely manner
in line with the Key Performance Indicators underpinning the AASC and AIRE contracts.</p><p>The
AIRE provider will work closely with Service Users to ensure they are aware of the
action being taken to resolve the complaint and communicate any delays in resolution
where the complaint may be complex. If the AIRE and AASC provider is unable to resolve
a Service User complaint within a timely manner, this can be escalated to the Home
Office for action where appropriate. The Home Office reserves the right to undertake
an independent investigation into any Service User requests for support or complaints,
and the Accommodation Provider’s performance in responding and implementing actions
in response to such requests for support or complaints.</p><p>The Home Office and
Providers will monitor all complaints raised throughout the transition period and
beyond and will continue to engage with Local Authorities through the Regional Strategic
Migration Partnerships to listen to and act in response to any wider concerns raised,
ensuring swift and appropriate action. The Home Office does not routinely publish
data in relation to asylum complaints.</p>
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