1-20 of 11,006 results for subject:"Telephone services"
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To ask the Secretary of State for Education, what assessment her Department has made of the impact of the closure of Papyrus and its HOPELINE247 suicide-prevention service on rural young people and their families; and what discussions her Department has had with the organisations involved on the protection or transfer...
To ask the Secretary of State for Education, what assessment her Department has made of the impact of the closure of Papyrus and its HOPELINE247 suicide-prevention service on rural young people and their families; and what discussions her Department has had with the organisations involved on the protection or transfer...
To ask the Secretary of State for Health and Social Care, what assessment he has made of the potential impact of the closure of Papyrus HOPELINE247 on the health and well-being of children and young people; and what steps his Department is taking to ensure continued access to specialist suicide...
To ask the Secretary of State for Health and Social Care, what assessment he has made of the potential impact of the closure of Papyrus HOPELINE247 on the health and well-being of children and young people; and what steps his Department is taking to ensure continued access to specialist suicide...
The Government’s Suicide Prevention Strategy identifies children and young people as a priority group and sets out a range of actions across education, healthcare, and online safety to help identify risk earlier, provide timely support, and reduce the number of young lives lost to suicide. We recognise the significant contribution the Papyrus HOPELINE247 has made to these efforts in recent years, and it is very sad to see the reports concerning its closure, but we will continue to ensure that every young person needing urgent mental health support knows they have somewhere to turn.
To ask the Secretary of State for Justice, how many and what proportion of calls to HMP Dovegate were answered in each of the last three months.
To ask the Secretary of State for Justice, how many and what proportion of calls to HMP Dovegate were answered in each of the last three months.
All calls to the establishment's main public telephone number are recorded as answered by the automated call-handling system.
No further call-answering data are collected.
To ask the Chancellor of the Exchequer, whether the average speed of answer published in HM Revenue and Customs' performance data includes time spent by callers listening to automated messages before joining a queue for an adviser.
To ask the Chancellor of the Exchequer, whether the average speed of answer published in HM Revenue and Customs' performance data includes time spent by callers listening to automated messages before joining a queue for an adviser.
HMRC’s published Average Speed of Answer (ASA) measure does not include the time callers spend listening to automated messages or selecting options through the automated menu.
ASA measures the time from when a customer has finished listening to the automated messages and completed their selection from the automated menu to the time when they get to speak to an adviser.
HMRC telephony performance data, including the average speed of answering a customer’s call, is published on a regular basis and can be accessed at: https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates
To ask the Chancellor of the Exchequer, if he will establish an urgent MP hotline for Valuation Office Agency casework enquiries.
To ask the Chancellor of the Exchequer, if he will establish an urgent MP hotline for Valuation Office Agency casework enquiries.
What steps his Department is taking to tackle the backlog of cases submitted via hotlines for hon. Members.
What steps his Department is taking to tackle the backlog of cases submitted via hotlines for hon. Members.
To ask the Secretary of State for Work and Pensions, what was the average length of time each year between 2015-2026 that a person would wait on hold for when calling the Access to Work helpline.
To ask the Secretary of State for Work and Pensions, what was the average length of time each year between 2015-2026 that a person would wait on hold for when calling the Access to Work helpline.
To ask the Secretary of State for Foreign, Commonwealth and Development Affairs, what estimate he has made of the number of people in the UK impacted by scam call centres based in Georgia, and what action he is taking to work with the Government of Georgia to shut down those...
To ask the Secretary of State for Foreign, Commonwealth and Development Affairs, what estimate he has made of the number of people in the UK impacted by scam call centres based in Georgia, and what action he is taking to work with the Government of Georgia to shut down those...
The Government does not hold an estimate of the number of people in the UK affected by scam call centres based in Georgia. We continue to work closely with international partners, including the Government of Georgia, to support efforts to tackle transnational organised crime and online fraud. We encourage co-operation between relevant law enforcement authorities to investigate and disrupt criminal activity.
To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the adequacy of protections under Ofcom's General Conditions for vulnerable customers who lose (a) broadband and (b) telephone service as a result of switching errors by providers.
To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the adequacy of protections under Ofcom's General Conditions for vulnerable customers who lose (a) broadband and (b) telephone service as a result of switching errors by providers.
One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.
Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.
As I have said in earlier responses, the news regarding Papyrus is deeply concerning. We are entirely committed to suicide prevention, and to ensuring that high-quality mental health support is available, particularly for young people. I will reach out to the relevant Minister, as I have offered to, including on...
As I have said in earlier responses, the news regarding Papyrus is deeply concerning. We are entirely committed to suicide prevention, and to ensuring that high-quality mental health support is available, particularly for young people. I will reach out to the relevant Minister, as I have offered to, including on...
As we have already heard, today is World Suicide Prevention Day and this week Papyrus, which is based in my Warrington South constituency, went into administration after almost 30 years. Its 24/7 HopeLine allowed young people experiencing suicidal thoughts, and anyone worried about them, to speak to trained advisers, day...
As we have already heard, today is World Suicide Prevention Day and this week Papyrus, which is based in my Warrington South constituency, went into administration after almost 30 years. Its 24/7 HopeLine allowed young people experiencing suicidal thoughts, and anyone worried about them, to speak to trained advisers, day...
To ask the Secretary of State for Work and Pensions, (a) what data his Department holds on the percentage of Child Maintenance Service users who have reported difficulty using the telephone or online contact channels, and (b) what modelling has been undertaken on the potential for artificial intelligence to improve...
To ask the Secretary of State for Work and Pensions, (a) what data his Department holds on the percentage of Child Maintenance Service users who have reported difficulty using the telephone or online contact channels, and (b) what modelling has been undertaken on the potential for artificial intelligence to improve...
The Child Maintenance Service (CMS) is delivering a Modernisation Programme to improve customer access, efficiency and transparency. This includes integrated online application services, the My Child Maintenance Case (MCMC) service, which provides customers with online access to case information and payment schedules, and Customer Connect, which enables secure online communication between parents and caseworkers. Telephone and assisted digital support remain available for customers who need additional assistance.
The programme has also introduced improved digital communications, enhanced data sharing to support faster and more accurate maintenance calculations, and predictive analytics to help identify cases at risk of non-compliance, which allows us to review the cases more swiftly and take action to ensure compliance is maintained.
The Child Maintenance Service does not hold specific information on the percentage of users who have reported difficulty using its telephone or online contact channels. Where the Department is made aware of issues affecting a customer’s use of its services, those issues are managed and tracked through to resolution. While the Department records where customers choose not to use the online service, it does not hold information on the specific reasons for this.
The Department has not undertaken any modelling on the potential for artificial intelligence to improve these channels.
To ask the Secretary of State for Justice, a) when did the department last make a review of staffing adequacy with regard to the Probate Service telephone service and b) when is the next review due.
To ask the Secretary of State for Justice, a) when did the department last make a review of staffing adequacy with regard to the Probate Service telephone service and b) when is the next review due.
HM Courts & Tribunals Service flexibly deploys probate staff across administrative work and call handling. Service performance is monitored daily, with resources moved between areas to manage demand and balance call answering with grant production.
Increased demand for probate can mean that waiting times for calls can, during certain periods of the day, be longer than HM Courts & Tribunals aim to provide and the service is reviewing what further steps can be taken to reduce waiting times whilst maintaining grant production levels.
To ask the Secretary of State for Justice, what steps he is taking to improve efficiencies in the probate system specifically pertaining to phone waiting times.
To ask the Secretary of State for Justice, what steps he is taking to improve efficiencies in the probate system specifically pertaining to phone waiting times.
HM Courts & Tribunals Service flexibly deploys probate staff across administrative work and call handling. Service performance is monitored daily, with resources moved between areas to manage demand and balance call answering with grant production.
Increased demand for probate can mean that waiting times for calls can, during certain periods of the day, be longer than HM Courts & Tribunals aim to provide and the service is reviewing what further steps can be taken to reduce waiting times whilst maintaining grant production levels.
To ask the Secretary of State for Justice, if he will review charges levied on phone calls to the probate service.
To ask the Secretary of State for Justice, if he will review charges levied on phone calls to the probate service.
Calls to HMCTS telephone numbers are already included in the vast majority of home and mobile phone plans. Once someone has got through to an adviser, we also offer a call-back service for those who would otherwise have difficulty paying for the call.
To ask the Secretary of State for Health and Social Care, what estimate she has made of the number of people aged 75 and over who have phoned the free bowel cancer screening helpline in each of the last three years.
To ask the Secretary of State for Health and Social Care, what estimate she has made of the number of people aged 75 and over who have phoned the free bowel cancer screening helpline in each of the last three years.
Further to the answer provided to the Hon Member on 22 January 2026 which covers years 2023 and 2024 in response to Question 106495, 123,479 people aged 75 years old and over requested a bowel cancer test kit in the calendar year 2025. Of these, 97% completed the screening test.
To ask the Chancellor of the Exchequer, what the average waiting time was for callers to HM Revenue and Customs helplines dealing with bereavement and estates in each of the last two years.
To ask the Chancellor of the Exchequer, what the average waiting time was for callers to HM Revenue and Customs helplines dealing with bereavement and estates in each of the last two years.
To ask the Secretary of State for Health and Social Care, what assessment his department has made of the American '988' Suicide and Crisis Lifeline model, and whether there are plans to develop a similarly integrated crisis line here.
To ask the Secretary of State for Health and Social Care, what assessment his department has made of the American '988' Suicide and Crisis Lifeline model, and whether there are plans to develop a similarly integrated crisis line here.
In the NHS Long Term Plan, NHS England committed to simplifying access to urgent mental health support via a single three-digit number. However, engagement with patients, clinicians and mental health organisations raised concerns that this could risk confusion in moments of acute distress. There was strong consensus that strengthening existing access points, particularly NHS 111, would be more effective.
The National Health Service has therefore enhanced the mental health crisis response within NHS 111, enabling anyone in England experiencing a mental health crisis to speak to a trained professional at any time. Work is also underway to provide support via text, to improve accessibility.
Staff can direct callers to community mental health services and other crisis care. This complements the Government’s Suicide Prevention Strategy for England, which aims to reduce suicide and ensure timely access to appropriate support – by phone, text or face-to-face, in the most suitable setting.
To ask His Majesty's Government what steps they are taking to ensure that Child Maintenance Service users who are assigned to the specialist domestic abuse caseworker team are transferred to that team when they contact the Child Maintenance Service helpline.
To ask His Majesty's Government what steps they are taking to ensure that Child Maintenance Service users who are assigned to the specialist domestic abuse caseworker team are transferred to that team when they contact the Child Maintenance Service helpline.
The Government is committed to ensuring that victims and survivors of domestic abuse receive the support they need when using the Child Maintenance Service (CMS).
The CMS has a Specialist Caseworker team that provides targeted support for customers experiencing the most challenging or complex domestic abuse situations. All CMS caseworkers receive training to identify indicators of domestic abuse and to refer appropriate cases to the specialist team.
Once the CMS has moved a customer’s case into the Specialist Caseworker team, all inbound calls from that customer will route directly to that team. If the automated call routing cannot identify the customer, their call will go to a different team, but all caseworkers are trained to identify this and will reroute the call to the Specialist Caseworker Team. CMS has strengthened telephony quality assurance arrangements and provided targeted training for team leaders on service standards, coaching and feedback. These measures are designed to support consistent service delivery and help ensure customers requiring specialist support are identified and transferred appropriately.
To ask the Secretary of State for the Home Department, what estimate she has made of the cost of establishing and operating a dedicated, multilingual hotline for reporting transnational repression, staffed by personnel trained in state threats; and how that cost compares to the annual cost of the Defending Democracy...
To ask the Secretary of State for the Home Department, what estimate she has made of the cost of establishing and operating a dedicated, multilingual hotline for reporting transnational repression, staffed by personnel trained in state threats; and how that cost compares to the annual cost of the Defending Democracy...
The Government is committed to ensuring that individuals who may be victims of transnational repression (TNR) can report concerns with confidence, and that those reports are handled effectively across policing. While it would not be appropriate to comment on individual security arrangements, support is always threat‑led and tailored to the specific circumstances of each case.
Counter Terrorism Policing (CTP) is embedding a national reporting model to ensure that cases indicating potential foreign state involvement are identified and escalated to specialist teams. This is supported by training and guidance available to all forces, including call handlers, to recognise indicators of TNR.
Our understanding of TNR is informed by multiple sources, including engagement with victims and civil society (which continues at ministerial and official level), to ensure policy remains evidence led and proportionate.
The Government, in consultation with CTP, has assessed that existing reporting channels, including 101 and 999, are well established, operate 24/7, and allow for effective triage by trained professionals with onward referral to specialist teams. Language support, including translation services, is embedded within these mechanisms, and work is ongoing to ensure interpreters can support the accurate identification of TNR cases.