UK Visas and Immigration: Email and Telephone Services

Home Office written question – answered on 17th November 2015.

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Photo of Danny Kinahan Danny Kinahan UUP, South Antrim

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.

Photo of James Brokenshire James Brokenshire Minister of State (Home Office) (Security and Immigration)

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%.

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