THE Home Office has provoked disbelief and anger after admitting to "ludicrous" faults with its emergency helpline for people caught up in the crisis in Afghanistan.
Priti Patel’s department faced complaints as callers were left waiting for hours to speak to UK Government officials on a service set up for vulnerable non-British nationals.
Others were unable to get through at all, and some were even redirected to a washing machine repair company, as revealed by The National.
The Home Office blamed the error on a “technical glitch” but the admission has sparked fury among the public, politicians and charities after our story went viral on social media.
Labour MP and shadow justice secretary, David Lammy, commented: “You couldn’t make it up. This government’s incompetence is ludicrous and dangerous.”
The Home Office has admitted that callers to its emergency Afghan aid hotline were redirected to a washing machine repair company.
— David Lammy (@DavidLammy) August 26, 2021
You couldn’t make it up. This government’s incompetence is ludicrous and dangerous.https://t.co/OsanIpL8ms
The Joint Council for the Welfare of Immigrants, an independent charity, added: “This is a disgrace. More chaos and incompetence from the Home Office.
“Afghans seeking safety here deserve dignity and support – not shambolic treatment like this.”
The Home Office helpline was launched last week in response to the Taliban takeover in Afghanistan.
Callers complained over the weekend that they were facing waits of several hours, with some being cut off before speaking to an adviser.
Yesterday a new UK Government helpline for non-British nationals in Afghanistan went live to provide assistance to vulnerable people in the country ⤵️
— Home Office (@ukhomeoffice) August 21, 2021
More details: https://t.co/8qSXlof24M pic.twitter.com/27Xj5lU1xi
The National told of how one caller in Scotland, calling on behalf of their family in Afghanistan, was directed to a washing machine repair firm in Coventry.
Their case was taken up by their constituent MP, the SNP's Chris Law. He said the debacle was “yet more evidence ... of the UK Government’s disastrous response to this crisis”.
READ MORE: Tory claims of 'technical glitch' on Afghanistan helpline don't cut it
Responding to The National’s story, journalist, author and former BBC presenter Robin Lustig asked: “Is there anyone at all in the [Home] Office who is even semi-competent? Surely there must be one or two.”
Human rights lawyer Jessica Simor wrote: “Do not keep calm and carry on.”
Do not keep calm and carry on. https://t.co/b0naH3QqRK
— Jessica Simor QC (@JMPSimor) August 26, 2021
Former SNP MP Paul Monaghan added: “On first sight this might appear amusing but spare a thought for those whose lives have been overwhelmed by turmoil in the last few weeks, and how they must despair when, in their hour of need, they face such an appalling and inexcusable error.”
On first sight this might appear amusing but spare a thought for those whose lives have been overwhelmed by turmoil in the last few weeks, and how they must despair when, in their hour of need, they face such an appalling and inexcusable error.#Afghanistan https://t.co/eso64MSyuN
— Dr Paul Monaghan (@_PaulMonaghan) August 25, 2021
The Home Office insists it has been increasing the number of call handlers and that wait times have been cut to as little as 15 minutes.
A Government spokesperson said: “The new Afghanistan Helpline is up and running and dedicated Home Office civil servants have taken the details of more than 20,000 people.
“We would urge people to not call the line to chase for updates as this is causing further delays.”
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