SIA apologises for "poor service" over licences

By James Wilmore

- Last updated on GMT

Related tags Security industry authority License

The Security Industry Authority (SIA) has apologised for its "poor service" following delays in processing licence applications. The agency, which...

The Security Industry Authority (SIA) has apologised for its "poor service" following delays in processing licence applications.

The agency, which administers licences to door supervisors, has admitted on its website it has been difficult to get through to its contact centre.

Over the last few weeks thepublican.com​ has been inundated with calls from angry licensees whose doorstaff have been unable to work because of delays in receiving renewed licences.

The SIA statement said: "We apologise for the poor service."

Last month the SIA admitted it was having "teething problems" with its new system, designed to speed up its licence application process. Since April 2005 it has been illegal for doorstaff to work in England without an SIA licence.

The original delays are being blamed on the late delivery of a new computer system combined with various administrative difficulties, after it changed it sub-contractor.

The SIA also blamed "a flood of calls and e-mails arising from the more than 10,000 letters we sent to licence holders who we were not satisfied had a right to work in the UK" and postal strikes.

"The overall effect of all this has been a huge overload on our contact centre in recent weeks," the SIA said.

Extra staff have been recruited to deal with calls and efforts to scan all applications onto the system are being made, the agency said.

People are being asked not to make multiple calls or send multiple letters or e-mails.

The statement added: "We have already cleared the delayed clearances in licensing, although it will be some time before all these cases are finally decided. Similarly, we anticipate the contact centre situation improving steadily as the new arrangements take effect and as the level of calls drops off."

Related topics Licensing law

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