It is simply unacceptable that people should suffer

David Harker Citizens' Advice Bureaux

Nacab's chief executive David Harker said the asylum support service could only be described as "a shambles.

"It is simply unacceptable that men, women and children who have already faced some of the worst violations of human rights should suffer further at the hands of such an inefficient and unresponsive public service."

The report welcomed the Home Secretary David Blunkett's pledge to abolish the voucher system but said Nass must be "expanded, decentralised and regionalised".

Problems

It suggested Nass should introduce local "drop-in" centres where asylum seekers can go to sort out problems, helped by language-trained staff.

Currently it is almost impossible to resolve difficulties over the telephone, and CAB staff reported having to make up to 13 calls to unravel straightforward problems.

In one example, a bureau in London reported asylum seekers were left without supplies of vouchers twice in 10 weeks.

Left with no way to pay for food they had to rely on Salvation Army handouts.

'In limbo'

The report added that a man from Afghanistan was granted asylum status and his Nass benefits were therefore stopped 14 days later.

But it took a further three months before he was allowed to claim mainstream social security benefits, leaving him "in limbo" and relying on friends for food and shelter.

The study also called for performance targets to be set and published for Nass.

Nass is an improving service, not a failing one

Home Office

A Home Office spokeswoman said: "We know there have been problems in the past with Nass.

"But we have introduced substantial reform, and improved the system for dealing with asylum seekers.

"Nass is an improving service, not a failing one.

"A number of changes have been implemented and others set in motion, including the abolition of vouchers."