FLR(M) applications and non information for applicants waiting more than fourteen weeks

The request was partially successful.

Dear Sir or Madam,

Why can people not get useful information or feedback from UK BA on applications for FLR(m)visa applications after they have taken more than 14 weeks. Phone operatives tell us that they cannot speak to the case workers or pass on information about if there is a problem, where the application form is in the obvious backlog or how long the process may take.

Why do operatives state repeatedly that 'you just have to wait', when a service which has been paid for over three months ago and can be completed in person in a couple of hours, is taking so long without any opportunity to gain further information.

Why are the other sources dealing with such issues, such as the complaints department and those dealing with requests for passport returns as travel is necessary and imminent, fail to respond to enquiries by fax.

Other than writing to the 'Managed Migration' team in Croydon, who have also previously failed to respond to or even acknowledge enquiries are there no mechanisms for gathering information. Why is the process so closed, with clearly no detailed tracking process or reasonable level of customer care.

Is there useful information you can give on these issues and advice for those people waiting for more than 14 weeks without any rational or reasonable explanation or information, a to how they might get the information they need to help them lead a normal life whilst they are just told to 'wait' and that they have no right to request information. And do they UK BA have a responsibility to provide a reasonable level of service that individuals can refer to when they feel aggrieved, which will actually be responded to, when inaction has such significant implications for the ability of people to lead a normal life.

Yours faithfully,
Dr. Tim Rudd
07729 806 506

David Reeves left an annotation ()

Hear hear, it is despicable

Dear Sir or Madam,

Unsurprisingly given the shrouded, closed and unresponsive nature of your service to date, it is no surprise that you have also failed to respond to my request under FoI. I fully intend to make sure the public are aware of how pooor this service is and I beleive it could and should be improved so it does not continue to impact negatively on people's lives.

Yours sincerely,

Tim Rudd

Freedom Of Information Team ( IND ), UK Border Agency

Dear Tim Rudd,

I apologise for the delay in responding to your initial correspondence.
However, requests for information made under the Act should be for
specific or held information rather than addressing open or opinion
based questions.

The concerns you have raised rightly need to be addressed; however, I
feel it is more appropriate that you raise your grievance regarding
service standards and customer service through the complaints unit. If
you are complaining about a specific case, you should provide the case
reference.

I have enclosed the contact details for the complaints team for your
reference.

[email address]

London and South East Region Customer Service Unit, PO Box 1863 Croydon
CR9 3UF

Yours sincerely,

Mr Feakins,
Freedom of Information Team

-----Original Message-----
From: Tim Rudd [mailto:[FOI #6664 email]]
Sent: 24 February 2009 9:24 AM
To: Freedom Of Information Team ( IND )
Subject: Internal review of Freedom of Information request - FLR(M)
applications and non information for applicants waiting more than
fourteen weeks

Dear Sir or Madam,

Unsurprisingly given the shrouded, closed and unresponsive nature
of your service to date, it is no surprise that you have also
failed to respond to my request under FoI. I fully intend to make
sure the public are aware of how pooor this service is and I
beleive it could and should be improved so it does not continue to
impact negatively on people's lives.

Yours sincerely,

Tim Rudd

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hide quoted sections

Dear Freedom Of Information Team ( IND ),

Thank you for the response. Ironically it hits right at the heart of the problem. The address supplied is one of the various sources or contacts provided previously from which I received no responses.

In terms of asking for specific or held information, I wonder if you could relay exactly how many postal aplications for FLR(m) visa applications are processed within 4 weeks and 14 weeks over the last six months. Is it as your website suggests, 70% and 90% respectively. What are the reasons for delay beyond 14 weeks, given that the form can be processed in person within the day if the higher fee is paid.
Finally, are there plans to deelopa specific tracking system which sugest how long an application may take?

Yours sincerely,

Tim Rudd

Freedom Of Information Team ( IND ), UK Border Agency

Dear Tim Rudd

Thank you for your recent e-mail concerning the above matter. Your
request is being dealt with under the terms of the Freedom of
Information Act 2000 and we will respond shortly.

Kind Regards

UKBA
FOI Team

-----Original Message-----
From: Tim Rudd [mailto:[FOI #6664 email]]
Sent: 02 March 2009 1:14 PM
To: Freedom Of Information Team ( IND )
Subject: Re: Freedom of Information request - FLR(M) applications and
non information for applicants waiting more than fourteen weeks

Dear Freedom Of Information Team ( IND ),

Thank you for the response. Ironically it hits right at the heart
of the problem. The address supplied is one of the various sources
or contacts provided previously from which I received no responses.

In terms of asking for specific or held information, I wonder if
you could relay exactly how many postal aplications for FLR(m) visa
applications are processed within 4 weeks and 14 weeks over the
last six months. Is it as your website suggests, 70% and 90%
respectively. What are the reasons for delay beyond 14 weeks, given
that the form can be processed in person within the day if the
higher fee is paid. Finally, are there plans to deelopa specific
tracking system which sugest how long an application may take?

Yours sincerely,

Tim Rudd

-----Original Message-----

Dear Tim Rudd,

I apologise for the delay in responding to your initial
correspondence. However, requests for information made under the
Act should be for specific or held information rather than
addressing open or opinion based questions.

The concerns you have raised rightly need to be addressed; however,
I feel it is more appropriate that you raise your grievance
regarding service standards and customer service through the
complaints unit. If you are complaining about a specific case, you
should provide the case reference.

I have enclosed the contact details for the complaints team for
your reference.

[email address]

London and South East Region Customer Service Unit, PO Box 1863
Croydon CR9 3UF

Yours sincerely,

Mr Feakins, Freedom of Information Team

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Disclaimer: This message and any reply that you make will be
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This email was received from the INTERNET and scanned by the Government
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case of problems, please call your organisations IT Helpdesk.
Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

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f you have received this email in error please return it to the address
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Freedom Of Information Team ( IND ), UK Border Agency

Dear Tim Rudd,

Unfortunately it has not been possible to provide you with a response to
your below request within 20 working days for which I apologise.
However, I hope to send you a full response shortly.

Yours sincerely,

Mr P Feakins,
Freedom of Information Team
-----Original Message-----
From: Tim Rudd [mailto:[FOI #6664 email]]
Sent: 02 March 2009 1:14 PM
To: Freedom Of Information Team ( IND )
Subject: 1 - Re: Freedom of Information request - FLR(M) applications
and non information for applicants waiting more than fourteen weeks

Dear Freedom Of Information Team ( IND ),

Thank you for the response. Ironically it hits right at the heart
of the problem. The address supplied is one of the various sources
or contacts provided previously from which I received no responses.

In terms of asking for specific or held information, I wonder if
you could relay exactly how many postal aplications for FLR(m) visa
applications are processed within 4 weeks and 14 weeks over the
last six months. Is it as your website suggests, 70% and 90%
respectively. What are the reasons for delay beyond 14 weeks, given
that the form can be processed in person within the day if the
higher fee is paid. Finally, are there plans to deelopa specific
tracking system which sugest how long an application may take?

Yours sincerely,

Tim Rudd

-----Original Message-----

Dear Tim Rudd,

I apologise for the delay in responding to your initial
correspondence. However, requests for information made under the
Act should be for specific or held information rather than
addressing open or opinion based questions.

The concerns you have raised rightly need to be addressed; however,
I feel it is more appropriate that you raise your grievance
regarding service standards and customer service through the
complaints unit. If you are complaining about a specific case, you
should provide the case reference.

I have enclosed the contact details for the complaints team for
your reference.

[email address]

London and South East Region Customer Service Unit, PO Box 1863
Croydon CR9 3UF

Yours sincerely,

Mr Feakins, Freedom of Information Team

-------------------------------------------------------------------
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
http://www.whatdotheyknow.com/help/about...
-------------------------------------------------------------------

This email was received from the INTERNET and scanned by the Government
Secure Intranet anti-virus service supplied by Cable&Wireless in
partnership with MessageLabs. (CCTM Certificate Number 2007/11/0032.) In
case of problems, please call your organisations IT Helpdesk.
Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

**********************************************************************
This email and any files transmitted with it are private and intended
solely for the use of the individual or entity to whom they are addressed.I
f you have received this email in error please return it to the address
it came from telling them it is not for you and then delete it from your system.

This email message has been swept for computer viruses.

**********************************************************************

The original of this email was scanned for viruses by the Government Secure Intranet virus scanning service supplied by Cable&Wireless in partnership with MessageLabs. (CCTM Certificate Number 2007/11/0032.) On leaving the GSi this email was certified virus free.
Communications via the GSi may be automatically logged, monitored and/or recorded for legal purposes.

hide quoted sections

Freedom Of Information Team ( IND ), UK Border Agency

1 Attachment

Dear Tim Rudd,

Please find attached the response to your below request. I apologise for
the delay in responding to your request.

Yours sincerely,

Mr Feakins,
Freedom of Information Team

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This email and any files transmitted with it are private and intended
solely for the use of the individual or entity to whom they are addressed.I
f you have received this email in error please return it to the address
it came from telling them it is not for you and then delete it from your system.

This email message has been swept for computer viruses.

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The original of this email was scanned for viruses by the Government Secure Intranet virus scanning service supplied by Cable&Wireless in partnership with MessageLabs. (CCTM Certificate Number 2007/11/0032.) On leaving the GSi this email was certified virus free.
Communications via the GSi may be automatically logged, monitored and/or recorded for legal purposes.

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Pru Engel left an annotation ()

I am also dealing with this frustration to do with the lack of tracking information available for FLR(M) applications - I would be interested if either of you, Tim or David, has received any headway with this matter?

Pru (I have an FLR(M) application reaching the 12 week mark)