Select Committee on Catering First Report

ANNEX

Summary by the Clerk of the Committee of evidence submitted by individual Members, Members' staff and House staff

Pressures, where and why they occur
Regulations not properly enforced in the "debate" cafeteria in Portcullis House; nor in the Terrace Cafeteria	(House staff)
Too many research assistants bringing guests to the "Debate", then using mobile phones	(House staff)
Cafeteria at 7 Millbank very busy at lunch times	(House staff)
Bellamy's less crowded now that Portcullis House has opened	(House staff)
Pressures are due to the increasingly heavy workload on MPs and their staff. Peers working as hard, and need better access to refreshment facilities than they currently enjoy.	(MP)
Part of the problem is the total shutdown of the House of Lords refreshment department facilities during summer recess.	(House staff)
Large queues tend to form in Terrace Cafeteria, not apparently connected to seating capacity	(House staff)
Knock-on effect from loss of Westminster Hall Cafeteria	(House staff)
Closure of Westminster Hall Cafeteria "very damaging", please reverse if possible	(Peers' staff)
During recesses, access should be more strictly controlled to prevent cluttering by unauthorised people.	(House staff)
A lot of temporary pass holders in Terrace Cafeteria	(Members' staff)
Debate and Terrace Cafeteria very crowded at peak times	(Members' staff)
Demand is often overstretched by Metropolitan Police officers and Security officers, who all have their own messes and kitchens in the Palace	(House staff)
Crowding in the service area of the Terrace Cafeteria is made worse by the 'crossing' of traffic at the tills - getting water, coffee, drinks, puddings etc while people queue to pay.	(House staff)
Rules often not enforced: lots of outside visitors are taken to the Debate by staff and MPs between 12.00pm and 2.00pm.	(House staff)
Terrace Cafeteria clearly struggles to cope with demand	(Members' staff)
Closure of Lords refreshment facilities during recesses puts pressure on Commons Refreshment Department	(House staff)
Access regulations not enforced: "I have yet to see anyone refused service (other than in facilities specifically for Members and Officers)....customers are served who are not wearing a pass, are of a pass category who are not entitled to service, or are simply not pass holders (particularly in Portcullis House)". Staff from Govt. departments use House catering facilities in lieu of their own facilities.	(House staff)
"Today at 12.18 pm I saw 14 non pass holders being taken into the Debate by a single full pass holder. Every one was then individually served" [regulations allow only Members, Members' spouses and Officers to take guests between 12.00pm and 2.00pm, maximum of two]	(House staff)
Members entertain large numbers of guests in the "Debate", or work at tables	(House staff)
Loss of Westminster Hall cafeteria had far-reaching consequences	(House staff)
Facilities are sometimes crowded but at other times staff seem under-used. Better management would respond to patterns of custom. Numbers of staff serving do not increase to cope with increased demand at peak times	(MP)
Terrace Cafeteria does sometimes get crowded, about 1.00 to 2.00.	(House staff)
Debate "always busy and seems to be getting busier"; not a relaxing experience as you feel that you have to move on to let others eat	(Members' staff)
Overcrowding means that you cannot linger or relax	(House staff)
Terrace Cafeteria and Debate are busy because food is good and cheap; Bellamy's is less busy as it has a limited range of food, especially salads, and a less attractive environment	(House staff)
Too much space in Terrace Cafeteria devoted to "Members only" section	(House staff)
Number of researchers seems to be increasing	(House staff)
Overcrowding getting worse despite overall increase in number of facilities: closure of Westminster Hall Cafeteria is one cause; more generally, was the rise in demand foreseen and did the House provide as necessary?	(House staff)
Terrace Cafeteria service area is poorly laid out (particularly hot beverages area, which gets congested); seating area reserved for Members is often under-used	(House staff)
Queues form because there are not enough facilities for staff	(Members' staff)
A lot of Members' staff use Terrace Cafeteria but could use other outlets on the Parliamentary Estate	(MP)
Strangers Bar grossly overcrowded, partly because rules on usage are not observed, partly because of design. Arguments develop. Certain Members repeatedly ignore rules on number of guests; some Members' staff and journalists are regulars	(MP)
Custom appears to exceed design capacity in Portcullis House outlets	(MP)
Not enough cashiers at busy times in the Terrace Cafeteria; third till should be open all through summer; hot beverages section not well organised - users have to backtrack.	(House staff)
Can't always get space in Adjournment in Portcullis House - are access rules being abused?	(MP)
Access rules (other than enforcement)
Rules are confusing. The use of notifications (as with the Terrace Pavilion in Summer) inviting use outside of normal rules is most welcome.	(House staff)
Privileges for Officers are objectionable. Rights to bring guests to Bellamy's etc should be on an equal basis (either limited to starting before 12.30 or with a limited number of tickets on a first come first served basis)	(House staff (Officer)
Do not reduce access to existing catering facilities for staff and their visitors. When I am called away to vote, or to see a Minister urgently, I have to ask my Parliamentary Assistant to meet and look after visitors/constituents. If my Assistant cannot take a visitor to the Terrace Cafeteria, then I will have to risk missing votes and important briefing meetings to take them to the Pugin Room.	(MP)
A ban on contractors using facilities would not be realistic. There are many varieties of contractors from hard-hat types to agency typists, and it would be unfair to discriminate.	(House staff)
Barring staff below Officer rank from certain outlets in Portcullis House is undemocratic	(House staff)
Restricted access (e.g. to Officers) smacks of military-style elitism	(House staff)
Do not reduce facility for staff to bring guests to Terrace Cafeteria	(Members' staff)
Terrace Cafeteria is the only "ordinary café" within the Palace building which is available for taking guests of Peers. It is vital that it continues to provide this service.	(Peer)
Access to Commons catering facilities should be available to Lords and Commons staff on equal terms	(Lords staff)
Restricting access to restaurants in the Main Building for some grades of staff but not for others is divisive	(House staff)
Restricting access for staff on temporary contracts seems unfair	(House staff)
Difficult for House staff who are not Officers to find somewhere to entertain friends at lunch times	(House staff)
The ban on contractors using the Terrace Cafeteria during the summer recess between 12 and 2pm was unfair - workmen were giving staff money and asking them to buy food. The alternative - going elsewhere (within the Estate or outside) is time-consuming or expensive.	(House staff)
There is no Commons Bar staffed by the Refreshment Department open to all full passholders	(House staff)
Not all contractors are workmen: some are doing important work for the House but, because they are not full passholders, have limited access and have to be escorted in Refreshment Department premises at certain times; please reclassify some contractors' passes	(House staff)
Terrace Cafeteria is the only place in the main building where all staff can eat and can take guests	(House staff)
Barring access to certain facilities for staff can seem demeaning, although there may well be reasons of security, availability of space and staffing levels	(House staff)
Why can't Peers use the Churchill Room? It is hardly ever full	(Peer)
Please retain access for Peers who are former Members of the Commons; enables contact between the two Houses without adding too much pressure on facilities	(Peer)
Temporary staff should not be subject to different access regime	(MP)
Grant full access to Commons facilities for Members' spouses or partners	(MP)
Two-tier system of access is undemocratic	(Members' staff)
Too many researchers/non-Members on the Terrace: access should be for Members and a limited number of guests only	(MP)
Could former MPs (such as my predecessor) have access to the "Debate"?	(MP)
Staff should have same rights of access as Officers and spouses	(MP)
Ideas for reducing the crush (other than enforcement of access regulations)
Separate till for takeaway food	(House staff)
Strangers Cafeteria could accommodate many more people if dividing "banquette" screen were to be moved (reducing area reserved for Members)	(House staff)
Make more use of Bellamy's Clubroom	(House staff)
Realign Strangers Cafeteria: "On Friday last we found it difficult to find space to sit down, whilst the area for Members and officers had two people sitting at one table"	(House staff)
More facilities should be open during recess to avoid current crushes in the Terrace Cafeteria.	(House staff)
Better use of areas where access is currently restricted (e.g. Principal Floor main building, N end of Terrace)	(House staff)
Bellamy's Clubroom should either be open access or it should be incorporated into the existing eating area.	(House staff)
More tables in Portcullis House atrium; use space outside "adjournment" for debate customers; also treat outdoor terrace as proper Refreshment Department facility	(House staff)
House should actively encourage staggered lunch breaks. Staff who work shifts should be encouraged to take their break from 11-12am or from 2-3pm, although this would mean that the Refreshment Dept would have to provide the lunch service for a longer period during the day.	(House staff)
Restrict access for contractors to Terrace Cafeteria at breakfast times (e.g. before 9.00 only) to deal with overcrowding in mornings.	(House staff)
Special till for takeaway service please; "very frustrating to have to queue up behind several people when you have only got a sandwich"	(House staff)
Long queues to pay in Terrace Cafeteria mean food gets cold while you wait - could there be a separate queue for sandwiches/cold food?	(House staff)
Redeploy staff serving food in Terrace Cafeteria: staff serving at "Members only" point are under-worked; main courses for staff served by only one person, slows up queue	(House staff)
Members' eating area in Terrace Cafeteria is not as well used as the staff area, which is very overcrowded at peak times.	(House staff)
On three occasions recently, the non-Member part of the Terrace Cafeteria was over-crowded, whilst the Members-only section had four people in it, two of whom were not Members	(House staff)
Staff from Govt. departments should only be entitled to a tea/coffee shop facility.	(House staff)
Churchill Room is quiet at lunch times: perhaps use it for a Terrace Cafeteria look-alike	(House staff)
Bellamy's Club Room and the lounge between the Club Room and the bar are currently not well used	(House staff)
Assess the respective crowding in the Members' and staff areas of the Terrace Cafeteria: is the dividing line in the right place? Should there be more space on the staff side?	(House staff)
No need for separate section for Members and their guests in Terrace Cafeteria when there are so many other eating outlets for Members to use.	(House staff)
Waiter-served facilities at lunch times (such as those with restricted access, e.g. Bellamy's Clubroom) are under-used	(House staff)
Not always possible to stagger lunch times, and it does not seem to make much difference lately anyway	(House staff)
Perhaps integrate Members' and staff sections of Terrace Cafeteria, to make it open plan. All No smoking please	(House staff)
Increase seating in the atrium of Portcullis House as the food is excellent there	(Lords staff)
Alert people to "jump the queue" facility for light foods in Debate	(Members' staff)
More seating in Portcullis House atrium	(Members' staff)
Members' area of Terrace Cafeteria often fairly empty while staff area is packed; screen could be moved (or removed)	(House staff)
Staggering lunch hours is not easy: staff work to the requirements of colleagues and of Members	(House staff)
Either enlarge Strangers Bar or relax access regulations	(MP)
Use space on Terrace more efficiently in summer - north end is always empty, furniture is very bulky	(House staff)
Spare capacity seems to be in areas reserved for Members and Officers	(House staff)
If Norman Shaw South is to become Members' offices, will we need a refreshment facility in Norman Shaw?	(House staff)
Please do not place too much emphasis on the needs of Members at the expense of staff	(House staff)
Test wider access to restricted facilities, on a trial basis (annual/biennial review?). Increase in demand might not be excessive and would ease pressure elsewhere; staff could be redistributed accordingly.	(House staff)
Pricing differentials would prevent interns eating with staff and staff eating with MPs.	(Members' staff)
"Debate" overcrowded because the quality of food is high: so improve the quality of alternative venues (Terrace Cafeteria, Bellamy's)	(MP)
Remove partition in Terrace Cafeteria	(MP)
Open up restricted facilities (e.g. Annie's Bar, Members' Tearoom, Bellamy's Clubroom and Terrace Pavilion Bar) to non-Members	(MP)
Expand facilities, for instance in Westminster Hall or Norman Shaw South	( MP)
Remove second serving area in Tearoom - it's never used and could provide more table space	(MP)
Price indexing could penalise people who have specific food requirements (e.g. coeliacs) and who rely on certain outlets which best serve their needs	(MP)
Wholly opposed to increasing prices to manage demand: Members have no choice about where they can go for refreshment, other than in the Palace. Looking at the category of person entitled to use particular facilities is the correct way forward	(MP)
Give precedence in Portcullis House to those who work in the building; police numbers of guests more rigorously	(MP)
Quality of food and service
Terrace Cafeteria has good range of food; hot food not always hot; Salads limited in Bellamy's; "Debate" Cafeteria lacks decent vegetables & cheap interesting salads; good atmosphere but the standard of hot food is "not that brilliant" - often a bit dry & sauceless.	(Members' staff)
"Debate" Cafeteria "is an excellent cafeteria, much better than Strangers/Bellamy's. It would be fantastic if the same service could be offered in the other cafeterias."	(Members' staff)
Long delays in getting food served in the evenings in Members' Tearoom: not enough coverage in the kitchens. Staff are very courteous, though.	(MP)
"Debate" is excellent and the other canteens are indifferent to poor	(Members' staff)
Better provision of food please in Members' Tearoom on sitting Fridays	(MP)
Facilities are very good indeed	(MP)
"Debate" takes healthy eating to "aggressive lengths": nearly all the dishes are small in quantity and dry with some sauce; "nearly always potato wedges of some kind; the sandwiches appear all to be something like Ciabatta with salsa and courgettes. On the upside, the staff are uniformly nice!"	(MP)
Bellamy's food "excellent in quality, variety and price". Staff good too.	(House staff)
Service is very variable in the Members Dining Room in the evening - meals, even from the quick menu, can take half an hour. Portions of vegetable and potatoes in MDR are often far too small. More consistency would encourage customers.	(House staff)
Service is very slow in the Millbank Room. It is particularly difficult to get away within a 'lunch hour'.	(House staff)
Tearoom and Dining Rooms are "really marvellous" and the standard of food is "quite excellent"	(MP)
Not many veg in "Debate", other than parsnip chips	(Members' staff)
Very impressed by the standard of House Of Commons catering. But could something please be done to ensure a better range and quality of wines on offer to Members and staff?	(MP)
Portcullis House facilities are excellent and the Refreshment Department should be proud of it.	(House staff)
"Debate"salads in little plastic containers are expensive and very off putting; food in the Terrace Cafeteria is sometimes cold and a bit congealed	(Members' staff)
Portcullis House catering sets a benchmark; well balanced range of food	(MP)
Members' Tearoom staff always under pressure: rethink needed	(MP)
Quality of food and presentation is generally very good; excellent service. Debate Cafeteria fare "rather unchanging" - always a flattened piece of pork or turkey, something in a bun, and for vegetables either parsnips (irrespective of season) or potato wedges	(Members' staff)
New system in Members' Tearoom (i.e. waiting at table for food order) does not work well	(MP)
Not enough variety in types of food served in different cafeterias	(MP)
Bellamy's becomes very hot (particularly in the serving area) in summer: better air-conditioning is needed	(Members' staff)
Terrace Cafeteria now "most unpleasant": standard and quality of food has deteriorated enormously, most staff are most unpleasant and unhelpful. Prices too high, chicken breast (House of Commons chickens no longer have legs or thighs) tasteless and obviously bought in large caterers' packs	(Members' staff)
Bellamy's is very pleasant, staff are most helpful, the food is quite good but too often items on the menu (particularly grilled whole plaice) are not available.	(Members' staff)
Debate Cafeteria food is excellent (particularly the fish) but very limited and a great lack of green vegetables.	(Members' staff)
Staff consistently helpful despite enormous pressure	(MP)
Vegetarian options in "Debate" not good	(MP)
Non-smoking area in Bellamy's Bar is much appreciated	(House staff)
Quality, pricing & locations of facilities are truly excellent	(House staff)
Terrace Cafeteria cashiers are in a permanent state of confusion, shouting orders into the kitchen, fiddling with spoons, and generally very surly	(House staff)
Not enough different wines served in Pugin Room (white wines) or in Smoking Room	(MP)
Vegetarian dishes limited and unimaginative	(MP)
Millbank Room remains one of the best value sites, and is very convenient for Lords staff.	(Lords staff)
Excellent facilities; courtesy and service of all staff appreciated	(MP)
Food in terrace much improved recently, but gets cold while queuing	(House staff)
Quality in Portcullis Cafeteria in 7 Millbank declined when Members moved out	(House staff)
'Choose your own sandwich' option is best feature of Portcullis Cafeteria in 7 Millbank	(House staff)
Terrace Cafeteria staff seem demoralised and as a result service is extremely poor	(House staff)
Overall the quality of food is generally good - theme days a good idea. Prices generally good value despite recent increases. Salad pricing not always clear	(House staff)
Standard very good	(Peer)
Facilities generally of a high quality; staff give first class service. Sometimes long waits in Members' Tearoom, suggesting that facilities are overstretched. Perhaps number the tables?	(MP)
Refreshment Department staff "do not appear to be sufficiently trained, do not operate as an efficient unit and lack the leadership and direction of good management"	(MP)
Please provide a breakfast-type meal (e.g. bacon and egg snack) throughout the day in the Terrace Cafeteria (takes too long in Members' Tearoom)	(MP)
Terrace Cafeteria serving staff not generally polite (with exceptions)	(House staff)
Long waits for main dishes to be replenished in Portcullis Cafeteria, 7 Millbank	(House staff)
Longer-serving staff are not as obliging as new staff e.g. in Portcullis House	(MP)
Members' Dining Room has high staff turnover - staff don't always understand, slow orders	(MP)
Other suggestions
Longer opening hours please on Fridays and non-sitting days, for at least one of the cafeterias on the Estate, snacks would be enough.	( Members' staff)
Cafeteria in 7 Millbank needs to be open later and during recesses.	(House staff)
Nowhere for school groups to eat packed lunches: set up tables in Portcullis House atrium or Westminster Hall	(MP)
Terrace Cafeteria opens too late for some staff - 8.30 start would help a lot	(Lords staff)
Please open Bellamy's in the evenings: there is nowhere that is not a canteen for entertaining friends in the evenings (SDR is expensive)	(MP)
Nowhere to eat in the main building on a Friday after 3pm; quality of food from vending machines not particularly high; please consider offering light food (sandwiches, scrambled eggs, beans on toast for example) coffee, tea and soft drinks on Friday afternoons somewhere on the Estate - possibly Portcullis House?	(Members' staff)
No refreshment facilities available for members of the public here on parliamentary business (e.g. petitioners against private bills, who may need to attend Bill Committees daily for several weeks in order to give and hear evidence). Perhaps set aside a room for people to eat packed lunches, or grant access to a Cafeteria (perhaps by special application in each case)	(House staff)
Please provide a few tables in facilities in the main building which Members can use to entertain guests without having to pre-book	(MP)
Please provide some bookable space in the Pugin Room	(MP)
A pity that conventions make it difficult for Members from different parties to dine together in Members' Dining Room	(MP)
Abolish dress code	(MP)
No smoking in refreshment areas	(MP)
Allow photography as long as only members of the party are included	(MP)
Allow mobile phones in Terrace, Bellamy's and "Debate" Cafeterias	(MP)
More vending machines in Norman Shaw North please with better choice of food	(Members' staff)
Too much plastic wrapping in the "Debate": unnecessary and time-consuming for staff to have every salad portion individually wrapped. Plastic cutlery also.	(House staff)
"It is ridiculous and expensive that there are two catering businesses being run from within the Parliamentary estate."	(Peer)
Could there be a Café Dome or Café Rouge outlet, serving good modern fresh food and coffee in more informal surroundings. Also, could there be a sandwich bar that sells freshly made sandwiches and more imaginative vegetarian food.	(Peer)
Offer an all-day (or most of the day) breakfast service in Bellamy's (more "flexible" for people with dietary restrictions)	(Members' staff)
"It does not fit in well with Westminster to see people carrying food and drink to their places of work"	(Peer)
Jackets and ties should be worn in Strangers Dining Room	(Peer)
Please improve the range of products in Norman Shaw North vending machines	(MP)
Please extend opening hours during recesses	(MP)
Wine list quality needs to be improved; banqueting menus could be more imaginative	(MP)
More facilities such as Pugin Room needed for Members to entertain guests	(MP)
Portcullis House catering sets a benchmark; well balanced range of food	(MP)
Members' Tearoom staff always under pressure: rethink needed	(MP)
Lack of handle on inside of entrance doors to Terrace Cafeteria is very irritating	(House staff)
Please advertise themed days more widely and more in advance	(House staff)
Services should be contracted out, maybe just one or two outlets to start with; maybe generate competition by using more than one contractor at any one time	(MP)
How can we justify press canteen?	(MP)

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Prepared 17 July 2002