Answer from Hansard

The Parliamentary Secretary, Cabinet Office (Sally Jameson)

I thank my hon. Friend for raising that appalling case. Current service levels are completely unacceptable. We continue to use the most stringent commercial levers that we have under this contract, including withholding contractual payments. We have 147 surge staff deployed in this crisis. We will not be moving any of those team members until service levels are permanently fixed. If my hon. Friend would like to write to me, I will happily make sure that any of his future cases are looked at with urgency.