Danny Kinahan – 2015 Parliamentary Question to the Home Office

The below Parliamentary question was asked by Danny Kinahan on 2015-11-09.

To ask the Secretary of State for the Home Department, what steps her Department is taking to make the email and telephone inquiry service within UK Visa and Immigration more user-friendly.

James Brokenshire

UKVI Contact Centres currently handle approximately 34000 calls and 15000 emails a week from customers both in and outside the UK. We continuously review our processes and use customer feedback to inform any changes made.

UKVI Contact Centres currently answer over 90% of all calls within an average 1:18 minutes and respond to 100% of emails within the published service standards.

The latest customer survey returned a high satisfaction rating of 85%.