PARLIAMENTARY WRITTEN QUESTION
(7 September 2026)

To ask the Secretary of State for Transport, pursuant to the Answer of 17 July 2026 to Question 17043 on Driver and Vehicle Standards Agency: Correspondence, whether her Department has made an assessment of the potential merits of requiring the DVSA to respond to 100% of simple enquiry emails within five working days.

Asked by:
Mr Richard Holden (Conservative)

The Driver and Vehicle Standards Agency (DVSA) aims to respond to customer correspondence as quickly as possible and prioritises enquiries to ensure urgent or complex matters are handled appropriately. While simple enquiries are generally expected to be resolved more quickly, setting a 100% target could risk diverting resources from more complex or time-sensitive cases and may not take account of periods of exceptionally high demand.

The Driver and Vehicle Standards Agency (DVSA) internal target to respond to 90% of simple enquiry emails within five working days was met in 2025/26.

DVSA continues to monitor correspondence performance and keeps its customer service standards under review to ensure they remain effective, proportionate and deliverable.

Answered by:
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