Home Office course tells immigration staff to show more empathy

Exclusive: Post-Windrush training module urges caseworkers to call asylum seekers ‘customers’

Details have emerged of a training course designed to make Home Office staff behave more compassionately, revealing guidance urging immigration caseworkers to display greater empathy to avoid further “reputational damage” to the department.

The Face Behind the Case training module instructs staff to refer to visa applicants and asylum seekers as “customers” and encourages Home Office staff to remember that “a human being sits behind every case file and reference number”.