9th September 2019

First of all I would like to apologise for the waiting times you are currently experiencing when calling our FRC. The number of calls coming through are at an extremely high level. As an example last week we received around three thousand calls each day. Whilst we anticipated an initial spike whilst the service was bedding in, the level of calls coming through is above that.

There have been a high number of Service Users reporting faults to their accommodation and many calls have multiple issues being raised. On speaking to the accommodation providers, they too have reported that the number of maintenance issues is high.

During the transition to AIRE when it became clear that the demand was high, we recruited more staff both for the FRC and EAGL team to assist with the calls. We are just waiting for their clearances to come through and then they will go live with taking calls.

Whilst the FRC is open twenty-four hours a day, the peak times for calling are between 10.30 and 15.30 so if it is possible to call outside those times, it would help even out the demand on the telephone service.

The EAGL team is now working from 08:00 to 20:00 Monday to Friday – and when calls allow they are assisting with the calls coming into the FRC.

However we are aware that it may take some time for these newly recruited staff to be able to assist with calls and so as a temporary measure, if someone is assisting a client who is in immediate need of completing a Section 98 application, they can send an email to S98@migranthelpuk.org and we will arrange for one of our team to call them back. Also, if they are assisting someone who needs to apply for S4, use this same email address.

Please share this communication with others and encourage them to use our web chat and email communication channels as this should alleviate some of the current demand on the telephone service.

Web chat is via www.ellis.custhelp.com and located within the ‘Contact us’ dropdown

On line application forms are behind the customer account. You can access a customer account here https://ellis.custhelp.com/app/utils/login_form but will need to register for a log-in via 0808 8010 503.

You can download application forms here: https://ellis.custhelp.com/app/answers/list/c/639

Any self serve forms should be sent to AScorrespondence@migranthelpuk.org

You can also communicate with us through:-

escalations@migranthelpuk.org – for those cases you need us to prioritise

as@migranthepuk.org – for routine email communications

We also have the outreach@migranthelpuk.org for clients who have difficulties using our telephone service and need more individual, face to face support.

I will continue to give updates through the AIRE newsletter but in the meantime, please also see below the email addresses for myself and our Heads of Service as points of contact during this initial period of high demand. Both myself and the management team are committed to providing an effective and responsive service, so please contact us directly if needed.

Helen.Bransfield@migranthelpuk.org	Director of Asylum Services

Deborah.Rowan@migranthelpuk.org	Head of Knowledge and Compliance (quality checking all application and submissions to the Home Office)

Daisy.Noble@migranthelpuk.org	Head of Advice Line (including negative Move On decisions)

Tesfay.Waldemichael@migranthelpuk.org	Head of Regional Services (including all IA and regional services)

Marsela.Hoxha@migranthelpuk.org	Head of Service Commissioning (including positive Move On decisions and Service Commissioning)

Nicola.Davies@migranthelpuk.org	National Outreach Manager

Helen Bransfield

Director of Asylum Services

Migrant Help