Migrant Help has recently been awarded the AIRE (Advice, Issue Reporting and Eligibility) contract to support asylum seekers in the UK. This contract will enable us to expand our existing work in assisting people seeking asylum in the country to navigate the asylum process.

The new service will be rolled out over the next few months and will be fully operational by the end of August.

Issue Reporting is a new aspect of the new service, which will be implemented from 1 May and cover the following areas.

  • Maintenance issues – to report problems with asylum accommodation. Migrant Help will liaise with the accommodation provider to address these.
  • Request for assistance – if there is a risk to the service user or their family’s health and wellbeing. This can be to report suspected child neglect, domestic violence, sexual harassment or exploitation, anti-social behaviour, destitution or homelessness, or suspected extremism or radicalisation (not an inclusive list).
  • Asylum payment issues – in case payment card is lost or stolen, PIN forgotten, incorrect payment received, or no payment received. Migrant Help will liaise with the payment provider on the client’s behalf.
  • Complaints – for complaints regarding services provided by Migrant Help, the accommodation providers, the asylum support payments provider or the Home Office.
  • Feedback – to continuously improve the support available throughout the asylum claim journey. To tell us about the client’s experience of services delivered by Migrant Help, the accommodation providers, the asylum support payments provider or the Home Office. We will pass the comments onto the appropriate organisation.

The new service will be initially available to a limited number of clients, who will be given all the details needed to access it. Together with Issue Reporting, they will be able to access all other aspects of our asylum services (advice and guidance, asylum support, change of circumstances) through our new First Response Centre.

We will be publishing further details of the new service implementation in due time.