Minutes of the Tax Credits Consultation Group Meeting 17th May 2006
Attendees
HMRC Representatives
Nigel Jordan (Chairman)
Trish Dagg (Secretary)
Irenka Timlin
Chris Fox
Vince Groome
Keith Golding
David Skinner
Pauline Brookfield
Jo Toal
Victoria Hughes
Annie Bush
Adrian Sanders
Simon Manclark
Simon Williams
Simon Vessey
Sue Moore
Representatives
Paddy Cullen – Disability Alliance
Victoria Todd – LITRG
Andy Platt – NAWRA
Liz Lathwood - CIOT
Katie Lane – Citizens Advice
Oliver Blaiklock – OPF
Joyce Humphrey – TaxAid
Beth Lakhani – CPAG
Jane Moore – ICAEW
Peter Gravestock – ATT
Jane Hayball – LGA
John Andrews - LITRG
Lindsay Issacs – Citizens Advice
DWP
Roger Pugh
HMT
Nick Burkitt
1. Statistics
A representative queried the availability of ‘small area’ statistics. Statistics can be found on the following websites
Child and Working Tax Credits Finalised annual awards. Geographical analyses (PDF 533K)
2. DWP issues
A representative mentioned plans for a review of DWP leaflets and suggested having the option to be consulted on proposed changes and promote the inclusion of references to other Government products - such as tax credits. Roger advised that an external consultancy has been assigned to complete a new suite of all DWP leaflets by the end of the year. This is as a result of the JC+ review of leaflets. There are currently 230 leaflets and the aim is to replace these with a smaller, more customer friendly suite of leaflets. DWP are working with HMRC in the review.
Several representatives suggested perhaps DWP and HMRC should have more joint leaflets, for example, that would give information to people about what they need to do when they leave work i.e. that leaflets should be ‘event based’ rather than based on the taxes, credits or benefits . DWP are looking at simplifying some leaflets and signposting people to other sources of information.
3. Forms
HMRC were working to determine the future style and content of its communications. Some changes have already been made with the help and involvement of representatives. There were 2 areas to highlight and discuss.
The future - To provide a view on the ideal level of communications to the public which might involve revising the content, system enhancements and assistance from the representatives. This was a long term project.
The ‘here and now’ – The award notice has been recently updated and the new version went live in April ’06. HMRC had recently met with some representatives regarding the payment section – the payments page does not show the rates of recovery. Representatives were eager for further clarification. HMRC are to review and discuss further with representatives.
4. Update on reporting changes of circumstances rules
Nick spoke about the measures announced at PBR, making mandatory the notification of changes in circumstance within 1 month and increasing the number of changes in circumstances that are mandatory to report. Representatives queried how this will be enforced and there was discussion about
- whether the legislation needs to spell out in detail exactly how a fall in average hours below 16 or 30 should be calculated
- the reduced time limit for claimants to report household break-up and formation, and
- claimants who have fluctuating hours, for example those working for agencies.
HMRC want to encourage claimants to inform them promptly when hours fall below 16 hours per week. HMRC is to work closely with representatives on how this can best be made to work in practice, and explained to claimants and advisers in guidance. HMRC welcome suggested wording and example case studies.
5. HMRC Research Programme
HMRC provided the group with an overview of their Research Programme. The research projects agreed as part of the 2005/6 research programme can be found on the internet, under the Practitioner Zone, along with other statistics.
6. Update on initiatives with CABx
HMRC provided the group with an update on the initiatives they are taking forward with Citizens Advice. These initiatives are designed to help deliver a better service to our most vulnerable customers.
Meetings with the CABx are to be arranged, then decisions will be made as to which initiative(s) will be trialed, and where.
7. Update on the work of Group 33 in Graeme House
HMRC described the work undertaken by the Complex Case Team (Group 33) in the Tax Credit Office in Graeme House.
Steps had recently been taken to increase the number of advisers taking calls at Graeme House which would give advisers more time to take responsibility for any casework required following a call. An overflow system is also in place for periods of exceptional high call volumes.
8. Working Group updates
- Complaints and Redress – Representatives were asked whether there was any desire to continue with this group. There is no open activity at present, therefore it was agreed that this working group would remain ‘dormant’ until such time as new issues may be brought to the attention of the TCCG.
- DLA – HMRC to review what issues remain unresolved and decide on the ‘next steps’ for this group.
- Backdating – A plan is being developed and resource issues are being considered. As backdating aspects also affect DLA, Keith will also join the DLA working group.
- COP26 – A new version is available on the Website and will be reviewed again in November.
- Appeals - Appeals where there is ongoing recovery of an overpayment and the claimant is on IS/JSA, are fast tracked. TCO has introduced more informative acknowledgements. Helpline advisers also now have a better idea of when appellants can expect to hear something in response to their appeal. Representatives suggested that HMRC give claimants a more comprehensive explanation, where their appeal is more complex.
- Passporting Benefits – A meeting was held on 11th April to discuss ways of raising awareness of passported benefits. HMRC are pursuing various issues.
- Childcare – This is a new group that has recently been set up. Elizabeth Savidge has written to members with suggested dates for the initial meeting.
- Website – Work is in progress to re-launch the
‘Do I qualify’ facility. The review of FAQs has almost been
completed.
The revised COP26 is now available. The Children’s Tax Credit link which had an incorrect reference to the tax credits helpline has now been corrected.
HMRC are making better use of the ‘what’s new’ pages and there is now a link to the consolidated legislation.
HMRC are also to improve the Child Benefit website and considering how to take improvements forward.
- Helpline – All issues on the current log have now been addressed and completed. The group agreed that this working group would remain dormant until such time as new issues may be brought to the attention of the TCCG.
9. Tax Credits Advertising Activity
HMRC advised they had 2 main areas of activity during 2006-07 which were renewals and changes of circumstance.
Renewals – An advert has been aired on TV regarding renewals packs currently being issued to customers. The 2nd phase will begin in July which is the first reminder to target those customers who have not responded to their renewals pack. This will be followed by further advertising to encourage customers to renew before the deadline of 31st August.
The 3rd phase will consist of TV, radio and online advertising which will tell the customer that, if they do not reply, their payments will stop. The same model is being used as last year, but the timescale has been shortened. The advert includes a stronger message this year to encourage customers to respond and mentions that some customers could be getting too much money.
Changes of circumstance – HMRC plan an advertising campaign for September to December 2006. The aim is to educate customers so that they tell us timeously of their changes and remind them of the consequences of not letting us know.
A multi-media campaign is planned and advertisements will appear on radio, TV and in magazines. During the school holidays, a reminder will be issued regarding the extra money available for childcare and for customers to notify HMRC if their child has left school.
A campaign is also underway to target new mothers via the ‘Bounty Pack’.
10. Appointees
A representative asked what security measures are taken when appointees are appointed to act on a customer’s behalf. A lot of work has been done to educate TCO staff regarding the process and procedures surrounding appointees. Guidance is available to staff regarding the correct action to take, where appointees are involved. Contact Centre staff are frequently reminded of the correct procedures. HMRC guidance states that staff should check
- that the appointee is authorised by DWP/DSD
- which benefit authorised the appointee e.g. DLA or IB
- confirm the appointee is still applicable
- that benefit is still in payment
11. Any Other Business
HMRC advised the date of the next meeting was 12th July 2006
and brought the meeting to a close.
