I assume that my hon. Friend is referring to the difficulties he experienced in getting through to officials in the rights of way branch at Temple Quay House in Bristol on
In normal circumstances telephones are answered promptly. The rights of way branch has a "group pick-up" facility, which links all the telephones in the team, and enables them to take each other's calls when colleagues are absent or away from their desk. This is what happened when the successful call was responded to by a member of the team.
In addition these telephones have a voicemail facility so that callers can leave a message if they wish to, should there be no response.