THE Home Office has refused to apologise for its “careless and clueless” management of an emergency helpline for people affected by the crisis in Afghanistan.
The National revealed earlier this week that Priti Patel’s department had redirected calls to its emergency service for non-British nationals to a washing machine repair company.
Others who tried to contact UK Government officials faced hours-long waits or were unable to get through at all.
Charities, high-profile politicians and members of the public reacted with outrage to our exclusive report.
The Joint Council for the Welfare of Immigrants (JCWI) – an independent national charity campaigning for justice in immigration, asylum and nationality law – was one of several organisations to speak out after the story went viral on social media.
It branded the episode a “disgrace” and demanded better treatment for those in need.
This is a disgrace. More chaos and incompetence from the Home Office.
— JCWI (@JCWI_UK) August 26, 2021
Afghans seeking safety here deserve dignity and support - not shambolic treatment like this. https://t.co/w5O0jicUdK
The Home Office blamed a “technical glitch” for the helpline chaos and said it was working hard to shorten waiting times.
However, when contacted again by The National, UK Government officials refused to apologise for the debacle.
READ MORE: Home Office faces furious backlash over 'dangerous' Afghan helpline blunder
JCWI policy and advocacy manager Zoe Gardner issued an unequivocal condemnation of the UK Government’s actions.
She told The National: “The UK Government has the means and the moral duty to offer protection to Afghans seeking safety here. So it’s utterly shambolic to hear that vulnerable Afghans, seeking life- saving support, have been redirected to a washing machine repair line.
“Sadly, we know that careless and clueless errors like this are all but routine at the Home Office – earlier this year thousands of asylum seekers were left without funds to get food for months because of the department’s cash card blunder.
“People’s lives are in the Home Office’s hands – it’s time they treated those they’re meant to serve with the respect and humanity we all deserve.”
The helpline for vulnerable non-British nationals 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, while some were cut off before having the chance to speak to an adviser.
The National told of how one caller in Scotland, phoning on behalf of their family in Afghanistan, was directed to a washing machine repair firm in Coventry.
READ MORE: Nicola Sturgeon condemns 'dreadful' attack in Kabul as death toll soars
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”.
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
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.”
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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