Telephone Services

Home Department written question – answered on 1st November 2011.

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Photo of Stephen Lloyd Stephen Lloyd Liberal Democrat, Eastbourne

To ask the Secretary of State for the Home Department how much her Department has allocated to each telephone helpline funded by her Department in 2011-12; what the purpose is of each such helpline; and how many calls each helpline received in each of the last five years.

Photo of Damian Green Damian Green The Minister for Immigration

As of 30 September 2011, the Department had allocated £9,015,000 of funding to helplines operated by the Department in 2011-12. The following table summarises the amount allocated to, the purpose of and the number of calls logged at each of the different helplines.

      N umber of calls received (2)
Helpline Purpose of helpline 2011-12 full year budget (1) (£000) 2007-08 2008-09 2009-10 2010-11 March to-September 2011
Immigration Enquiry Bureau —Croydon Contact Centre Provides information about requirements regarding permission to stay and settle in the United Kingdom for those subject to immigration control. This Contact Centre also offers a Public Enquiry Office (PEO) appointment booking service for customers who have been unable to book an appointment online. 2,436 3,083,000 4,948,000 4,385,000 1,598,000 663,000
The Sponsorship and Employers Helpline—Sheffield Contact Centre Provides information for employers and education providers about sponsorship under the points based system, advice to employers about preventing illegal working and an email service to employers who want to verify the entitlement to work for people awaiting the outcome of an application. The Contact Centre also provides information about Bulgarian and Romanian work permits and accession worker cards. 1,176 834,000 1,290,000 728,000 573,000 198,000
The Nationality Contact Centre—Liverpool Contact Centre Provides information about British citizenship. The Contact Centre also answers general inquiries from supported asylum seekers in relation to their weekly cash support, accommodation or emergency cash payments. 736 938,000 1,053,000 1,593,000 1,092,000 335,000
Total 2011-12 UKBA funding   4,348          
General Register Office—first point of contact The General Register Office Advice Line provides advice in respect of birth, marriage and death registrations and certificate issues; services are provided by Identity and Passport Service staff. 2,100 (3) 234,000 227,000 214,000 n/a
The Customer Enquiry Centres (CECs) Customer Enquiry service provided by Identity and Passport Service staff. 1,800 3,814,000 3,331,000 3,148,000 2,799,000 n/a
Total 2011-12 IPS funding   3,900          
Action Fraud, the national fraud reporting centre Action Fraud, the national fraud reporting centre run by the National Fraud Authority, operates a fraud reporting telephone line as part of its service to collect fraud reports on behalf of the police. 767 (4) (4) 1,000 45,000 85,000
Total 2011-12 NFA funding   767          
Total Home Office funding   9,015          
n/a = not available (1) At 30 September 2011 (2) Rounded to nearest thousand (3) GRO did not become part of IPS until 2008-09 (4) Helpline was not set up until October 2009

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