Last revised: 3 December 2003
Your MP is faced with a very wide range of requests, from the trivial (e.g. request for an autograph) to the life-and-death (e.g. constituent facing the death penalty abroad). Your job is not to try and provide solutions for every problem but to decide how they should best be handled.
Dealing with casework consumes a great deal of MPs staff time and every office handles it differently. Theres no one correct way to do things and what follows is offered as a starter; let us have your views on the website's Feedback Form and please offer your own alternatives. We can try and agree on "best practice" but this needs to be defined broadly and be capable of adjusting for a particular office. So, for instance, the standard letters and other items referred to in this section (see the Resources pages for full copies) are suggested as examples; feel free to modify them to suit your own style.
There is an oft-quoted "strict parliamentary protocol" that MPs do not pursue issues raised by or about constituents of other MPs. In the absence of any very clear definition of this protocol, you should use common sense and refer any matter concerning someone who is not your constituent to his or her own MP.
The above paragraph is quoted in a very helpful Standard Note updated in January 2003 by the Commons Library: "Members and Constituency Etiquette". You should read it and can do so on the Parliamentary Intranet.
To find the MP for any address in the UK, use the effective website at www.locata.co.uk/commons - all you need is the postcode. Or the House of Commons Information line on 020 7219 4272 will give you the same information. Both these resources are publicly available.
There is an example of an out-of-constituency standard letter in the Resources pages, which you are welcome to modify. Keep handy the addresses and telephone numbers (both at the House of Commons and in the constituency) of other nearby MPs.
You are under no obligation to respond to every single letter/email, particularly when it is clearly a round robin to many or all MPs. If a neighbour, friend or relative writes on behalf of a constituent, ask to see written permission from the constituent. Theres an example of a permission form in the Resources pages. Be careful how you try to intervene on behalf of constituents who are aggrieved at NHS waiting list delays. Its fine to check directly with the hospital whether the delay is caused by administrative or communication problems but if a constituents situation needs a clinical reassessment, refer them back to their GP.
Have a look at a thoughtful article, entitled The Constituency Tightrope, by former MP, Michael Brown, written for The House magazine in February 2002.
Much casework is more appropriately referred to a local Councillor or to another helping agency (e.g. Citizens Advice Bureau, Independent Advice Centre, Immigration Advisory Service, Solicitor, etc). Remember that planning and legal matters in particular are not usually ones which MPs can take up. Develop a working relationship with other agencies which relies on them handling the detailed advice and casework wherever possible, inviting them to come back to you when all else fails. You dont have the time, resources or expertise to get involved in great detail, unless all other avenues have failed.
A letter to, or an advice surgery appointment with, an MP is often a last resort after months of frustration. It may be that a letter to a local or national agency or a call to their MPs Hotline can unlock the problem and get things moving. But dont discount the value of a response from an agency/department which merely clarifies the existing situation; constituents will very often respect a clear "thats-the-end-of-the-line" statement when it is has been channelled through an MPs office. Of course, many dont and you have to be prepared to tell them when you can do no more.
Have a look at House of Commons Factsheet 41: "You and Your MP". You can see it, along with many others, on the Commons website at www.parliament.uk/commons/lib/fact.htm
Whenever possible, ask constituents to write down an account of their problem. Encourage them "to put it in their own words" or "jot it down" (including all essential information such as reference numbers, addresses, telephone numbers, dates of birth, etc); and explain that you will send a copy of their letter to whichever agency is dealing with it. You dont have time to paraphrase letters or take detailed case notes in most cases and, for many people, the process of their writing it down helps to focus the problem.
MPs advice surgeries can get very busy so, for constituents who phone with a problem, try and channel them into writing a letter where possible or bringing a written account to an advice surgery session. Of course, there will be constituents who cant or wont write so you need to make time for them by taking down the information over the phone or by seeing them in the office or making an appointment for them to see the MP at an advice surgery.
Queries or complaints received by email can be very helpful as they allow you simply to forward a printed copy of the email with one of the standard House of Commons referral slips (see the Resources pages) or to copy and paste the text of the email into your own letter to the appropriate agency.
This section is in referrals to a) local, and b) national agencies/departments/individuals.
Local. As a very basic minimum, you need to have the names, addresses and telephone numbers of elected representatives and Chief Officers of the appropriate local City, County, Metropolitan . etc Councils, who have responsibility for the area in which your constituents live. Also local Police, Benefits Agency, schools, colleges, housing societies, etc. Over time, try to develop a good relationship with their secretaries and personal assistants. Check if your Local Authority has a list of whos-responsible-for-what e.g. graffiti, dogs fouling, footpaths, street lighting etc.)
National. Again, you need to keep an updated list of the names,
addresses and telephone numbers of Government Departments and individual Ministers within
them. If you havent already got one, you must have a copy of the List of Ministerial
Responsibilities. This is quite indispensable as it lists all the government departments
and shows the responsibilities of each Minister together with telephone and fax numbers.
You can order it from the Cabinet Office Secretariat by ringing 020 7276
2452. You can also collect
copies from one of the Vote Offices on the parliamentary estate or phone 020
7219 3631 for a copy to be sent to your constituency office. You
cannot do without it!
When writing to Ministers, make sure you address letters to them at their Ministries/Departments, NOT to them at the House of Commons. Click here for more detailed advice on this.
You will also need the addresses of all the most-used national agencies and the names of their Chief Executives or equivalent. For example: Benefits Agency, War Pensions Agency, Child Support Agency, the various Regulators, the Charity Commission, Customs and Excise, Immigration and Nationality Directorate etc. The list is endless.
Always correspond with the senior person at any level in an organisation (Minister/Chief Executive/Head of Department/Regional Officer) even if you know it will be dealt with lower down. However, it is both courteous and good sense to try and get a problem resolved/clarified at a local level before pursuing it further up the organisation. The CSA provides a good example of working upwards: first contact the Regional Office (see our offer of Hotline numbers for staff of MPs) then, if you are not satisfied with the response, take it to the Chief Executive of the CSA (Doug Smith in late 2001). If this fails to produce the goods you have two further levels: the Independent Case Examiner (Mrs Jodi Berg in later 2001) and, failing that, the Parliamentary Ombudsman (Michael Buckley in late 2001).
We hope that the Working for an MP website will, in time, establish and maintain up-to-date lists of Ministers and national agencies and organisations, with the correct address (and telephone numbers), so you can find all you need in one place and then just paste them into your own headed paper template. Until then, its up to you to dig out this information to meet your local needs. There are various directories (see the section on Publications in our Sources of Information Guide) which hold the information and you will find the House of Commons Library very helpful. The telephone number of the Current Affairs room, which is a good place to start asking, is 020 7219 6767.
Since you will usually be asking all these agencies and departments to investigate complaints, queries and requests for help, you will find it useful to have a basic standard referral letter (see Resources pages). Alternatively, use the House of Commons referral slips (also in the Resources pages). Try and develop a working relationship with a named individual in agencies you are having to contact often. To save yourself unnecessary work, have a standard response letter for constituents (again, in the Resources pages) which allows you to streamline the process of handling casework. Always spell out for your constituent exactly what action you are taking but dont be afraid to use a standard format which is brief. Provided you tailor your responses to their request/complaint, your constituents will be more impressed with your speed, efficiency and reliability rather than a lengthy response.
Where you havent got a constituents letter to forward, its worth looking into making referrals by email, particularly with local agencies. You will probably want the agencys full response to come on official headed paper but your request to them and their acknowledgement can be done more economically by email. And if you have a scanner well thats another story!
When you get the response, you can save yourself a lot of time by forwarding it with a House of Commons compliments slip or, better, with one of the House of Commons "I took up . " slips (see the Resources pages for both). Some MPs offices prefer always to send covering letters. Its your choice.
2001 Update: The Guardian Unlimited web pages now include a facility,
aimed at the general public, but of great usefulness to caseworkers and
others: It's called "MP's Surgery" and you can access it at:
Dealing with concerns and problems raised by constituents involves issues of good practice as well as legal requirements. There are few hard and fast rules on how to act in every situation. However, as an MPs office, you are obliged to comply with the requirements of the Data Protection Act 1988 which came into force on 1 March 2000 and you will find more details of this in our Guide, Setting up the Office, under "Data Registration". The process of registration is quite straightforward and the Registrars staff are very helpful.
Examples of the sort of dilemmas you can face when handling constituency casework are also given in our Guide, Setting up the Office, under "Confidentiality" and you would do well to discuss these with your MP. Only in exceptional circumstances should you pursue an issue for a constituent if it has been brought to your attention by someone else: a neighbour or a relative, for example. Always get the permission (preferably in writing) of the person whose problem you are being asked to help resolve. Have a look at the "Permission Form" in the Resources pages and feel free to adapt it as you wish.
Make sure that anyone working in your office as a volunteer understands that these rules apply to them as well and ask them to sign a Confidentiality Agreement. A sample agreement is included under the section on "Volunteers" in our Guide, Setting up the Office, (theres also a copy amongst the Resources). You are welcome to adapt it for your own use.
Remember that many of the individuals seeking help from an MP are reasonable people at the end of their tether, having failed to get the result they want through other means. You can also expect to see many people with mental health problems or those for whom hostile contact with an MPs office is an attraction in its own right. Be patient but set limits!
It is often a sign that an agency is under exceptional pressure when it sets up a hotline for the use of MPs and MEPs and their staff. By the time the hotline appears you will probably be glad that it has as you will, by then, have begun to notice that a lot of people are tearing their hair out in frustration at their inability to get a proper response from that particular agency. Provided you work for an MP or MEP, you can access the hotline numbers by clicking here.
Use hotlines to the advantage of your constituents. Some are more reliable/effective than others but most will get you results quicker than the usual process. Be sure you have all the information in front of you before you ring them. Usually you have to do all the negotiating with the hotline direct and you cannot give out the number to a constituent. In exceptional cases they have been known to talk direct to a constituent. That will save you time acting as a "middleman" so dont be afraid to ask the hotline caseworker if this is an option.
Some national organisations also have a "Parliamentary Liaison Unit" or "Government Affairs Department" and it is worth keeping a note of these as they can often get to the heart of a problem much quicker than going through the usual complaints procedure.
Constituencies vary hugely in this work and you must tailor your service to the local picture. You cant be expected to know all the legal complications, so this means finding out who can help and support you locally. Does the Citizens Advice Bureau have a specialist worker dealing with immigration issues? Which local solicitors specialise in such work? Which are the rogue agencies claiming to help people with immigration and asylum problems (see below for information on the Office of the Immigration Services Commissioner)?
Theres a Home Office guide for MPs and their staff: "Information for MPs about immigration and nationality enquiries". For the hotline number to order this click here. The Foreign Office (FCO) used to have a guide but it hasnt been updated recently. In June 2000, the Joint Entry Clearance Unit (JECU) was set up and on 15 February 2001 the FCO Minister sent all MPs a letter clarifying recent developments and included a revised list of hotline numbers for MPs and their staff wishing to contact the JECU. You can also write to the JECU, 89 Albert Embankment, London SE1 7TP. Have a look, too, at the Immigration & Nationality Directorates (IND's) website: http://www.ind.homeoffice.gov.uk It was launched on 18 December 2000.
On 2 October 2000, major changes to the immigration rules were introduced following a number of developments, including implementation of the Human Rights Act and a new right of appeal was introduced for family visit applications. This is likely to have had a significant impact on the work in some constituencies, so keep an eye open for the changes.
You need, at the very least, to keep up to date with the basics of procedure in such cases; you never know when you are going to get a frantic call from your constituent who has gone to meet a relative at an airport to find that the Immigration Officer has refused them entry and has set removal directions for 7am next morning. Before you ring a hotline or Immigration Officer (IO) have all the necessary information in front of you: names, addresses, dates of birth, reference numbers, recorded delivery numbers etc. Use or adapt the two information forms which you will find in the Resources pages.
You can refer people to the Immigration Advisory Service (IAS), an independent charity which gives free and confidential advice, assistance and representation to persons applying for entry clearance for the UK (County House, 190 Great Dover Street, London SE1 4YB. Tel: 020 7357 6917). Website: www.iasuk.org
Discussing a case with an IO, after listening to a constituent protesting the genuineness of their visitors intentions, can be extremely tricky. Its largely a matter of personal style whether you opt to act as advocate for your constituent or whether you try more of a "look-Im-in-your-hands-but-this- appears-genuine" approach. The cards are all in the hands of the IO. Often, the best you can achieve is a few days of temporary admission and it can be a good tactic to ask for removal directions to be temporarily deferred to allow the visitor and the constituent time to come and meet the MP so s/he can make representations to a Senior IO.
Independent organisations, such as the JCWI (Joint Council for the Welfare of Immigrants, 115 Old Street, London EC1V 9RT www.jcwi.org.uk ), run good courses for immigration caseworkers (ring 020 7251 8708 and ask for the Training Co-ordinator) and have excellent published guides.
Since 30 April 2001 it has become a criminal offence for an adviser to provide immigration advice or services unless their organisation is registered with the Office of the Immigration Services Commissioner (OISC) or has been exempted by either the OISC or the Secretary of State. The OISC is a non departmental public body set up under part V of the Immigration and Asylum Act 1999. Their address is: 6th Floor, Fleetbank House, 2-6 Salisbury Square, London EC4Y 8JX and tel. 020 7211 1500. Their website is www.oisc.gov.uk and it also lists approved Advisers and has a number of useful links to other organisations providing immigration advice; look under "Adviser Finder" on the website. If you wish to check out if an Adviser is bona fide and properly registered with OISC, click here to look for their number on our list of MPs' Hotlines numbers.
This is just the start of a list of useful items that individuals have stumbled across and which make life easier. Here are a couple to start with, which have been suggested:
Now ..please add to the list. Use the website's Feedback Form.
Remember: although you may feel isolated, you are not alone in handling casework for an MP. Try not to "re-invent the wheel". Get an up-to-date copy of the Parliamentary Telephone Directory (order from: 020 7217 5270). Remember: this is not publicly available and the contents should be treated as confidential. The latest version is November 2002. More information. Ring up other offices and pick their brains or seek advice from House of Commons staff. There are regular Induction Days for new staff of MPs - you cannot afford to miss this so click here for more information. Do also take advantage of induction courses (some available on CD) run by the Commons Library (020 7219 6767) or the Parliamentary Data & Video Network (PDVN - 020 7219 2001 or 2281). Use PDVN to email others in the same boat; if youre a "remote user" of PDVN, try and temper your frustration with the system with the thought that the calls are free! Best of all, let us have your ideas, using the website's Feedback Form. This invitation is also issued to those of you who know a better - or different - way of doing things!3.2 The Diary
This is all about making sure your MP is in the right place at the right time and, when necessary, suitably briefed. Its also about you exercising your "gate-keeper" role effectively and making sure that priorities are established and invitations replied to. There are lots of ways you might manage the diary and, although you may get by with an increasingly dog-eared copy of one of the many free diaries which drop into your office around Christmas, dont overlook the many electronic versions available.
Heres a description of one system for managing the diary so both you and your MP are kept up-to-date. Apologies if this is all a bit excruciatingly detailed for you; and if you do it differently/better, then - as ever - let us know, using the website's Feedback Form. There are four parts to this system:
When invitations arrive in the post, highlight the key information (date, time, place) on each and arrange in date order. Check each new invitation against the diary and note, on each, prior engagements which will clash, or mark as "free". Your MP can then see if s/he wishes to accept the invitation or, if already busy, consider making room for the new invitation.
When you get the pile back from your MP, you are ready to accept, refuse or ignore the invitation. A word first on ignoring invitations. Of course, being a thoroughly polite and considerate person yourself, your natural inclination is to respond properly to all invitations. If you insist on doing this, you will find yourself having little time for anything else. So, be realistic. If its a "regrets", you are under no obligation to respond if the invitation:
If you do send "regrets" (by fax or email or phone), note - on the invitation - the date you responded. If you decide not to respond, just mark invitation with a cross. Then place all those invitations you have declined in your "Regrets" box in chronological order. As the date passes, bin those invitations. You may do things differently and think this is a waste of time and space, but there are, arguably, two reason for keeping "regrets";
Once an invitation is accepted, the paperwork for each one needs to be filed - in date order - in the appropriate monthly folders and recorded on the Calendar week-to-a-page printout. On a regular basis you need to transfer the hand-written additions or changes which you have made to the printout into your M/S Outlook electronic version. And, of course, your MP needs to have access to an up-to-date version of the diary. If you work in the same office, or if your computers are networked, thats easy but, if not, you are going to have to send them regular copies of the revised diary.
One further bit of advice: you need to develop the skill of hedging politely when an invitation is received by phone and you dont wish to reveal either that your MP has a totally free weekend with nothing better to do or that s/he actually has a social/family/private life of her/his own! Perhaps the simplest way is by saying that, although you do keep the diary, you dont always have the most up-to-date information and you will need to compare diaries with your MP. That buys time for a diplomatic "prior engagement".3.3 Filing and dealing with incoming post
Dread word - filing! Boring but essential and, perhaps, the single most important thing you need to get right if you want to remain sane. Rule Number One: if in doubt, chuck it out. Rules Number Two, Three, etc: even if not in doubt, you can probably safely chuck it out.
Remember when you started doing casework and replying to letters? You had one drawer of a filing cabinet for "live" cases and another for completed cases. Well, the chances are that one drawer is still sufficient for all your cases awaiting replies but that, after a few years, the completed cases could fill several four-drawer filing cabinets - if you let them.
Until you are running the elusive "paperless office", here are some ideas on how to keep the filing monster under control. If you do it differently, please let us know.
Have a few other boxes marked "Newsletter material", "Manifestos", "Commons Factsheets and Guides", etc.
Twice a year ask your volunteer to go through the long-term archives and shred all files older than six months which you dont need to keep. With few exceptions, work on the principle that if constituents need to come back to you, they will (almost certainly) have jealously guarded previous correspondence with you. The exceptions will include particularly complicated immigration cases as well as those to do with the CSA, War Pensions Agency, Benefits Agency, claims of negligence and others where you may need to copy your file to an Ombudsman or Tribunal.
3.4 Sending post
Stationery of all shapes and sizes, including post paid envelopes (and much of it in recycled materials), is available for use by MPs. You can order this on a next-day-delivery basis from Universal Office Supplies who have the contract to supply MPs offices at Westminster and in the constituencies. These, as well as all your other office equipment needs, are clearly displayed in the UOS catalogues (ring 0870 60 30 40 2 for copies). Limited stocks of headed paper, post paid and other envelopes, compliments slips etc. are stocked in many locations on the parliamentary estate.
House of Commons stationery, including post paid envelopes, provided at public expense must not be used for purposes which are not properly a charge on public funds. Such items should not be used for correspondence that is for party political, business or commercial purposes or for 18th Birthday letters. Nor may they be used during the period of a Dissolution (i.e. during a General Election). The rules are all spelt out in the Serjeant at Arms leaflet "Use of the House Emblem, House stationery and post paid envelopes" (ring 020 7219 5555 for a copy).
Here's a warning about use of HoC Stationery. It was sent out on 11 April 2002.
Airmail post paid envelopes are provided for use to approved European destinations only.
There are two Post Offices in the Palace of Westminster which staff can use: one in the Central Lobby and the other on the ground floor of Portcullis House.
The Internal Mail service provides delivery and collection services both in the Palace of Westminster and in the outbuildings. This service is intended for the delivery of mail to and from Members, their staff and Departments of the House as well as to Government Departments outside the parliamentary estate. Make sure you use the separate posting boxes for these internal services and use plain, not post paid envelopes. Further details are contained in the Serjeant at Arms leaflet "Internal Mail Service" (ring 020 7219 5555 for a copy).
The Letter Board in the Members Lobby provides a limited service for urgent mail between Members. If, at the end of the day, the letters have not been collected, they are passed to the Members Post Office for despatch to Members offices, either to the constituency or at Westminster whichever you have arranged.3.5 Keeping accounts
One of the side effects of the "MPs-offices-are-really-659-small-businesses" syndrome is that the Fees Office (part of the Finance and Administration Department) does not provide, or recommend, a House-of-Commons-customised simple accounts system for dealing with all the salaries, expenses and other financial transactions which MPs staff look after. So, unless we can share ideas and try to establish best practice, its back to reinventing that particular wheel.
However, some help is at hand. The Fees Office publish two items which are useful: "The Green Book - Parliamentary Salaries, Allowances and Pensions" and a "Quick Guide Salaries, Allowances etc. for Members of Parliament". These contain information about staff as well as MPs. Click here for more information on both the Green Book and the Quick Guide. In addition, you will get detailed specific advice by ringing the relevant Help Numbers in the Fees Office and these are all listed in the Green Book under various headings: Salaries, Pensions, Incidental Expenses Provision, Additional Costs Allowance, Travel etc. They are too many to list here but, if you havent even got the Green Book or Quick Guide yet, ring 020 7219 1592 and ask for a copy to be sent to you. Or look in the new Members' Handbook -Sections 7 and 10.
In June 2002 a new F and A website was launched on the Parliamentary Intranet. At last: all in one place, the information you need on MPs' staff personnel matters. This website has comprehensive information on: Contracts, Salaries, Insurance, Redundancy, Training and much more.
Whether you are a new starter wondering where on earth to turn for answers or an old hand in search of an elusive piece of information, this is the place to look. Click here for a preview. To go straight there (and you have to be on PDVN to do this) head for: http://cfinw01/fanda/pmatters/pas/persmp.htm
Many of the Fees Office forms you need to use in connection with claims can be downloaded from the Parliamentary Intranet. More information about the Fees Office and on accessing the Intranet is to be found in our Guide, House of Commons Departments. If you want the Fees Office to treat you kindly so your phone doesnt get cut off because the bill hasnt been paid very embarrassing! - then heed their advice: "Get all claims and invoices in as soon as possible."
If you are Westminster-based or visiting the Palace of Westminster, the Fees Office (aka the Finance and Administration Department) is located in 7 Millbank. Pay them a visit.
By the way, if you do have a reliable, tried and tested spreadsheet package that you are willing to share, then please let us know by using the website's Feedback Form.3.6 Media Relations
As a cross-party web-site, you wouldnt expect this section to include any party political material. It doesnt! You can get all the advice you want from your own Party machines. These are general guidelines and hints on how to handle relations with the media and are arranged under the following headings:
Hopefully your constituency already has a good database of media contacts, which includes contact information on: Press, Radio, TV and Agencies. Keep up to date with the launches of new media enterprises and dont just think about the daily or weekly press; check out the local specialist journals and magazines. You should ideally know:
Your main method of initiating contact will be by press release; this may be exclusive and may follow up an initial telephone contact, or it may be circulated widely.
Writing a Press Release - Golden rules:
You may be using information generated by others e.g. as part of a national campaign. Do think about how it applies to your constituency; that is what your media contacts will be interested in. Think about working with fellow MPs in nearby constituencies where it is a regional matter a co-ordinated approach will be more effective.
The Press Release: The Basic Rules
Your local press will rely on you to generate some of their stories. Much of a paper's output comes in unsolicited. Many reports are straight reprints (with extra typos!) of stories that are fed in. These come in the form of press releases sent in by individuals, associations, and firms. Because the Press work to deadlines, your news stands more chance of getting printed if you observe some basic rules:
What Else? Good Pictures are Worth a Thousand Words. Every picture is worth half a page of text if it is a good bright subject. News photographs are definitely best left to the professionals but Editors are always on the lookout for good photographs, so dont be shy in offering them if you feel they "tell your story". If you have a digital camera you can send the photos as attachments to the emailed press release. Ordinary photos must be glossy prints, double weight, and of good contrast. Also, make sure they are sharp. Seven inches by five is quite large enough. Do not forget to label the reverse of the photograph when sending it in. Modern resin coated prints do not accept many inks and ballpoint pens show through. If you forget to identify the print, your release and the photo may be separated in a busy newspaper office. Use a self-adhesive label on the back.
If the story is strong enough the paper will send its own photographer. Do not forget to ask for several copies, as they can always be useful.
Monitor your press for three reasons: success of your activities; rebuttals; issues for the future.
Once you start getting results you will want to keep it going. Try to find a story regularly for the local press and get to know your local journalists and editors. Perhaps there is a news agency in your town that sends stories off to the media. They can be very helpful as they earn their money by the number of lines that get published or seconds on the air. If they do their job properly they will be on intimate terms with all the right people and there is no charge to you.
Always be frank, helpful, and available. If they ring you and you are at a meeting, make sure you always ring back. This applies even more so in adverse times. Do not pump them with material in good times and expect them to print it if, when a bad story breaks, you pass a "No comment". Most important: always be truthful. Half-truths will always be found out.
Dont forget the other useful activity of Letters to the Editor this may be a more appropriate approach, particularly to correct misinformation or to appeal directly to readers.
Television and Radio
With the growth of local radio and television it is not hard to get on air. You make the approach in the usual way by press release, but the response tends to be different. Do not expect a great deal of positive feedback, as you will get more from the written word. TV and radio are more ephemeral media and few viewers and listeners sit there with pen and paper poised to note down interesting items. TV is always more interested in visual stories; so human-interest issues and action stories are more likely to grab their attention.
You need to ease the path for journalists to your door - and thereby to your MPs door - by having clear and reliable access, but on your terms. Clarify if your MP is happy for all journalists - or just a few selected ones - to have her/his pager number. Agree a policy on how easy access will be made for those wanting an urgent quote. Always know where your MP can be contacted a short notice and think about who else can be asked to stand in for the MP if s/he is not available.
Both TV and radio tend to react quickly but with little lead times. Do not be surprised if they ring you at 9 am, expecting your MP to be willing to be recorded down the line now. TV will rarely record after about 2.00 p.m. as they will not make the evening bulletins. While your release may be taken at face value, occasionally you may be approached first to comment on some issue. Some simple rules for any interviewee:
Put together your database of local media using reference material e.g. BRAD (www.brad.co.uk) or Benns Media. The best guide to named journalists in the media is Pims Media Directory (www.pims.co.uk); it gives subject categories across the country. These will be available in your local reference library and then go to the newsagent and buy a copy of your key papers and magazines.3.7 Research
Why do MPs have researchers? OK, no cheap jokes weve heard them all before! Well, for many reasons: to write speeches; to prepare background for debates, PQs, meetings, interviews etc; to provide information for use in answering letters; to write articles for publication. So, if you are tackling any of the above, where do you find all the information you will need?
Your first stop must be the Commons Intranet web-site. This is not available via the World Wide Web ...only through PDVN. This gives you easy access to information about current Parliamentary business, such as details of votes and proceedings, debates, ministerial question times, as well as access to an excellent on-line version of Hansard. See our Guide on Sources of Information for more detailed information on accessing the Intranet.
The Parliamentary Intranet Site Index gives a list of the full range of services on offer and links to the most helpful websites. Perhaps the most useful is the House Commons Library.
The Library web-site is invaluable as a means of accessing archived newspaper clippings, biographical information, publications as well as Factsheets explaining a great deal of parliamentary procedure. The Library also publishes a wealth of research papers covering all areas of government policy and proposed legislation. These are extremely detailed and objectively written. It also produces Standard Notes, which are basically short research papers that have been commissioned by MPs in response to specific inquiries.
The related POLIS (Parliamentary On Line Indexing Service) web-site is a series of databases containing name and subject-indexed references to current and recent parliamentary information and to Library collections: books, pamphlets and periodicals; selected UK, EC, foreign and international official publications; etc.
The Library itself has an extensive collection of archived newspaper records and over 1,000 periodicals. It is also useful if your research is more historical. On-line Hansard only goes back as far as 1988, whereas the Library has hard copies dating back considerably further. The Official Publications Library also has copies of old parliamentary publications which are no longer available from the Vote Office (see below) and is an excellent source of statistical information.
The Vote Office is where copies of Government Bills, Commissioned Government Reports and Government Responses, Green and White Papers, debates, copies of daily Hansard and the day's Order Paper can all be collected. It is therefore invaluable as a means of keeping up with the current business of parliament.
The researcher can also find valuable information on Government Department websites. These can all be accessed from the open government site: www.open.gov.uk All give access to relevant speeches and policy information as well as press releases through the Central Office of Information website. Many MPs now have individual websites, which are also worth a visit; see our Links section for the national Party websites and many others.
Here's the briefest of guides on how to write a brief for a speech. Use the website's Feedback Form to suggest improvements.
Finally, newspaper web-sites such as The Guardians www.guardian.co.uk now have excellent archive facilities and are useful for getting up to speed with particular issues quickly.
You will find a lot more information about the range of resources available from the House of Commons Library in our Guide on House of Commons Departments.
November 2003. Click here
for information about Changes to Library reference
enquiry services from February 2004.
Theres a certain coyness in some quarters about sending "standard" letters setting out Government or Opposition policies. Once you have received a few hundred identical letters or postcards from members of campaigning organisations, this coyness tends to wear off! If organisations are writing to their members encouraging them to write to their MPs about, for example, pensions or Europe or teachers pay or Third World Debt, then they will expect MPs to develop a standardised response which is likely to be a statement of their partys policy plus, perhaps, the local angle or a personal perspective.
The party machines at Westminster are, to a greater or lesser degree, geared up to providing you with briefings and policy statements, of course, and you need to develop a system for storing this information in a way that it can be retrieved to respond both to individual and to campaign enquiries. If it comes by email, so much the better, as you can cut and paste the information you need into a newsletter, or a letter to a constituent, for example. Individual MPs will, of course, have their own standpoint on national policies but you will, no doubt, know about that!
On topics which are matters of individual conscience rather than party policy (e.g. euthanasia, hunting, age of consent, abortion) your MP is also likely to receive a large postbag whenever that particular topic is in the news or when a vote is imminent. Again, this is a time for a standard response, prepared by the MP and used, with suitable updating, each time.
Several MPs have found it convenient to use these "standard" responses as the basis of FAQs (Frequently Asked Questions) on their website.3.9 Running Advice Surgeries
All MPs hold advice surgeries. They are hard work but there are plenty of ways of making them work as smoothly as possible.
Given the tragic murder in early 2000 of an MPs assistant at his advice surgery, you must take all necessary steps to make the surgeries as safe as possible. Ask your local Police and other "advice-giving" local agencies for guidance and dont overlook obvious safety measures such as arranging the furniture in the interviewing room so the MP is nearest the door and making sure that there is at least one other person about. But remember that safety is as much about the attitude you display as about physical arrangements, particularly in the rushed atmosphere of a surgery when you know you can expect some angry and thwarted people. If constituents come to your office, you will need to take similar safety precautions there as well.
Some MPs offer open surgeries but experience tends towards making them appointment-only. Time can be saved by getting addresses and phone numbers beforehand, as part of the booking process, and using this to produce a standard advice surgery action sheet - see example in the Resources pages. Remind constituents to bring all relevant letters and other papers. If, when a constituent rings for an appointment, its some time before the next surgery, suggest that writing may be quicker than waiting a couple of weeks for the next surgery.
Here are a few more choices youll need to make:
Update 14 July 2003: We have obtained a copy of the (very) new script used by guides showing parties round the Palace and here's a shortened version. A map of the Line of Route is now included.
Update: 11 March 2003. On 10 March 2003 the Serjeant's Department launched its own website. Click here for more information on this excellent new resource, which includes a section on Tours.
Update: 13 November 2002. The arrangements described below were significantly changed from 19 November 2002. Click here for details.
People wishing to make a tour of the Houses of Parliament need to book it through their MP. They must have a Special Permit and may book a guide to show them round the Line of Route. During the summer of 2000 a system of booking tours by individuals was introduced and this has been further developed for 2002 (click here for details). It is also possible to book a tour of the Clock Tower - "Big Ben" see the note later on.
On 14 May 2002 a long-awaited new refreshments facility was opened for members of the public visiting the Palace of Westminster. Imaginatively named "the Jubilee Café", it is located off Westminster Hall and provides meals & light refreshments between 10.30 and 17.30 Monday to Friday. During August and September the Jubilee Café will also open on Saturday. If your MP is meeting a small group of constituents, Peter Tate in the Sports and Social Club (aka The Hop Inn) under the Lords may be able to provide light refreshments for them; ring him on 020 7219 3028.
Booking a tour is quite straightforward. The simplest way to illustrate the booking process is to work through a notional list of checks and the headings below refer to those used in our model booking sheet which is shown in the Resources pages. You will find it helpful to follow this next section if you have our model booking sheet to hand. This sheet was devised by the office of an MP and you are welcome to copy it or modify it for your own use.
Date of Visit (§16-20): When the House is sitting, tours take place as follows:
So, for a full tour the best days are Monday, Tuesday or Wednesday morning or on a Friday. The Palace can be very quiet on Friday so, if visitors are expecting some bustle, don't book then. The other advantage of earlier in the week is that visitors can visit the Commons or Lords Strangers' Gallery in the afternoon, but they will need tickets for this and it is hard to get more than a handful. (See next section on Booking Gallery tickets.)
For more details on visits during non-sitting periods (e.g. recesses, prorogation etc) and for details when the Palace is closed, see paragraphs 16 to 19 in "Regulations for Visitors".
Summer 2002: click here for details of the Summer Opening 2002 scheme run by First Call between 3rd August and 28th September.
Time (§16-20): Tours usually last about 90 minutes. Good times to start are 9.30 am or 11 am as this allows the guides to fit in two tours on busy days. There is often quite a scrum at the Norman Porch which is where tours start. On Mondays to Thursdays visitors must be inside the Norman Porch by 12 noon and out of the Commons and Lords Chambers and Members Lobbies by 1 pm. But it is possible to complete the tour through St. Stephens Hall and Westminster Hall after 1 pm.
Name of Group: this is useful for the guide when s/he's trying to find the group in the Norman Porch scrum.
Leaders name, Address and Tel No: it's important to get all this information as you will probably need to write to the leader or organiser of the tour party to confirm details and you may need to contact them at short notice if problems arise at the last minute.
Numbers in party (§22) and Number of permits (§22): a Special Permit ("permit") is required for each group of 16 visitors. So, if, for example, there are 20 in your party you will need 2 permits and for a party of 40 you will need 3 permits. Each MP is allowed only one permit per day, but more permits may be "borrowed" (see below). However, MPs can personally take six visitors (and grey pass holders can take four visitors) along the line of route without Special Permits.
Any disabled visitors (§35-39 Regulations for Visitors; §3-6 Facilities for visitors with disabilities): access is possible to all the main places on the Line of Route but it is as well to warn the guide in advance so special arrangements can be made where necessary.
Other MPs contacted: If you have a party of more than 16, you will need to ask other MP's offices to "borrow" their names for additional permits. With large parties you will need several, so it's a good idea to make reciprocal arrangements with other MPs offices, but always check to see you can use their name for a particular date; never just assume it's alright. Enter the name(s) in the "Supporting Members " section on the form Application for a Special Permit.
Date AOO asked: Special Permits can be booked up to six months
ahead by phoning any of the Reception Desks on the parliamentary Estate:
You should apply to the Admission Order Office (AOO) itself only by fax (020 7219 3709) or by post, using their form Application for a Special Permit (see the Resources pages). At busy times, or if you have a large group, it's advisable to ring first to check availability. Record the date you made the booking here. In July 2002 the Admission Order Office issued a helpful reminder notice which covers the allocation of Special Permits, amongst other things.
Date permit(s) received: it's wise to make a note of this so you have a quick way of checking that all arrangements are in place for a visit.
Guides booked Palace staff Other (§24-25): It's your choice who to use. Whether its Palace of Westminster staff or "Blue Badge" guides, you need to set up some personal contacts; ask your colleagues for advice or ring the main Commons tour organiser, John Griffin, on 020 7219 5902 (fax: 020 7219 2867; email: email@example.com). The going rate for Palace staff is £25 per guide for a 90-minute tour (£30 during the recess and on non-sitting Fridays, to cover their extra travelling costs). "Blue Badge" guides work independently and, although usually more expensive, cover attractions outside the Palace of Westminster as well. Ring either:
The guides are informative and entertaining but styles are inevitably individual so ask for feedback from groups. If the tour is cancelled less than 7 days before the date of the tour, the fees will need to be paid to the guides.
Although guides are advisable for larger groups (6 or more people), you don't have to use a guide at all. A leaflet, "Guide to the Line of Route through the Houses of Parliament", is available which provides information about the places passed along the Line of Route and this is very useful for unaccompanied visitors. Such groups or individuals still need a Special Permit, however. The Admission Order Office does not arrange or book guides.
Date confirmation sent to guide(s). Date confirmation sent to Leader: just a useful checklist for yourself in booking a tour. See sample letter (in the Resources pages) to organiser. Copy it to the guide. You are welcome to use or modify this.
Permits sent: to Leader_______ or to Guide______: Palace staff guides prefer to have permits sent to them so they know they have the permits before they meet the group. Outside guides may ask for permits to be sent to the group leader to bring on the day. Make your own arrangements but keep check of where you have sent the permits.
Room booking: Room______ Time______ Booking ref______: Members often like to meet groups of constituents after they have completed their tour and the guide will bring the group to a committee room at a prearranged time. Record date booking was made and booking reference here. See our later section on Booking Rooms for advice.
Comments: for recording reminders etc (e.g. "book a room 2 months before the date of visit").
Update: 13 November 2002. The arrangements described above were significantly changed from 19 November 2002. Click here for details.