Background
In 2025, the UK issued more than 3 million visas to people applying to visit or stay in the UK. The Home Office retains responsibility for decisions on visa outcomes but outsources most of the customer-facing parts of the application process including appointment booking, customer support, and the collection of documents and biometric information.
Since 2023, Home Office has contracted with VFS Global and TLScontact to deliver these services for overseas and UK based applications, under contracts worth more than £1 billion over four years. In 2026, the Home Office extended the contracts to 2029 while it considers future delivery options.
Scope
This investigation will examine the Home Office’s:
- oversight of contracts for visa application services
- arrangements to identify and address performance or customer concerns
- Preparation for future contracting arrangements for the continued delivery of services
NAO team
Director: Lee Summerfield
Senior Audit Manager: Ee-Ling Then