Veterans UK: Telephone Services

Ministry of Defence written question – answered on 11th June 2020.

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Photo of Sharon Hodgson Sharon Hodgson Shadow Minister (Defence)

To ask the Secretary of State for Defence, pursuant to the Answer of 4 June 2020 to Question 51724 on the Veterans UK Helpline, how many calls to that telephone service were recorded in each month of 2020.

Photo of Johnny Mercer Johnny Mercer Parliamentary Under-Secretary of State (jointly with the Ministry of Defence)

From 1 January 2020 to 8 June 2020, I can confirm the following number of telephone calls were recorded by the Veterans UK Helpline:

Month

Calls Recorded by the Veterans UK Helpline

January 2020

9,733

February 2020

9,114

March 2020 (up to 22 March)

7,595

Due to the COVID-19 lockdown, on 23 March 2020 the Veterans UK helpline was adapted to an email-only service. A partial telephony service resumed on 3 June 2020 and has recorded 459 calls up to 8 June 2020.

The Veterans UK helpline operators have responded to all 9,000 enquiries received by email since the email-only service was introduced on 23 March. This service remains in place alongside the reduced telephony service. All demand for help and assistance is being met.

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