Written Parliamentary Question: DVLA

Many constituents have written to me regarding their concerns over applying for driver licences at the DVLA. I have received the following response from the Department for Transport:

Question:

To ask the Secretary of State for Transport, what estimate he has made of the number of poor service complaints made to the Driver and Vehicle License Agency in the last six months; and if he will make a statement. (107569)

This question was grouped with the following question(s) for answer:

To ask the Secretary of State for Transport, if he will make a statement on the recent performance of the Driver and Vehicle Licensing Agency's customer enquiry system. (107566)

To ask the Secretary of State for Transport, if he will make a statement on the backlog of enquiries to the Driver and Vehicle Licensing Agency from constituents of Northamptonshire; and what steps he is taking to resolve that matter. (107567)

To ask the Secretary of State for Transport, what steps he plans to take to help ensure that people seeking HGV licence renewals from the Driver and Vehicle Licensing Agency receive them in a timely manner. (107568)

Answer:

Trudy Harrison:

The quickest and easiest way to make an application to the Driver and Vehicle Licensing Agency (DVLA) is by using its extensive suite of online services. There are no delays in successful online applications and customers should receive their documents within a few days.

However, many people still choose or have to make a paper application and the DVLA receives around 60,000 items of mail every day. To help reduce waiting times for paper applications, the DVLA has introduced additional online services, recruited more staff, increased overtime working and has secured extra office space in Swansea and Birmingham.

Information on the number of enquiries made to the DVLA by parliamentary constituency or geographical location is not held. Throughout the pandemic, the DVLA’s contact centre has flexed its services for customers in line with the available resources. An additional building has been procured and more staff continue to be recruited to answer calls and enquiries. The DVLA has also increased resource on the team that deals with enquiries from honourable members on behalf of their constituents.

The DVLA has prioritised the processing of applications for vocational driving licences (including HGVs) to support the Government’s response the driver shortage. There are no delays in straightforward applications for vocational licences, which are being processed within normal turnaround times of five working days. It may take longer to process applications where medical investigations are needed.

Information about the number of complaints specifically about poor service is not held.