Derek Munn (Stonewall)
Hashmukh Pankhania (CEMVO)
Jacqui Tribe (Money Advice Liaison Group)
John Andrews (LITRG)
Nigel Purkis (One Parent Families)
Martin Hodgson (LITRG)
Mervyn Kohler (Help the Aged)
Ron Alexander (DIAL Southend)
Rosina Pullman (TaxAid)
Frances Corrie (TaxAid)
Tracey Sisley (Office Third Sector)
Claire Cooper (Communities and local Government, Gypsy and Traveller Unit)
Jane Hurn (Northern Network of Gypsies and Travellers)
Marsha de Cordova (Action for Blind People)
Richard Jenner (Advice Services Alliance)
Tony Cohen (Deloitte)
Kate Green (Child Poverty Action Group)
Jackie Nowell (Citizen’s Advice)
William Hayden (Community Legal Advice)
Pauline Leyshon (Connexions)
Hilary Spencer (DfES)
Vanessa Stanislas (Disability Alliance)
Roger Pugh (DWP)
Christina Barnes (Equal Opportunities Commission)
Christina Julios (Ethnic Minority Foundation)
Paula O’Dumody (London Borough of Barnet)
Alister Calder (Local Government Association)
David Malcolm (National Union of Students)
Pippa Goldie (Royal London Society for the Blind)
Sharon Palmer (RNIB)
Ben Forsyth (SAIF)
Gloria Mills (Trade Union Congress)
Abby Maxwell (HM Treasury)
Jane Frost welcomed everyone to the forum, in particular newcomers DIAL Southend and Stonewall. Jane explained that the forum was being piloted in the first six months and that a submission was made to the Financial Secretary to the Treasury’s (FST) office proposing the continuation of the Individuals Stakeholder Forum. The FST agreed that the forum should continue as she thinks it is a great event due to showcase the change and issues arising for HMRC and it’s customers in the coming years.
Jane emphasised that the Third Sector is fundamental in helping us make the right changes for our customers and that we are committed to consulting with the Third Sector to improve our business.
The recent internal changes within HMRC were briefly touched upon and Jane explained that it is now reorganised along customer lines. This will prove beneficial to ICU as it means that we can get involved in processes at a much earlier stage.
Jane expressed her pleasure and gratitude that the attendees had taken the time to attend the forum and that we have been turning HMRC colleagues away from the forum due to the high volume of topics we are receiving.
The four strategic workshops being run on the day were:
But there were also two presentations being delivered, one on the 'Customer Charter' and another on 'Extra Personal Allowances for 2008-09' which was a last minute addition. Jane explained that the Customer Charter session was very important to us, particularly in ICU as it gives us the opportunity to create a contract of responsibilities and rights with customers to help change how we go about our business. Input from the Third Sector on this is fundamental and Jane thanked everyone in advance for their interaction on this.
Jane concluded by reminding the attendees that we would like input into what they would like to see on the agenda, there are projects coming up in ICU that may be of interest for future forums.
Dan Pickles, Head of the Channels and Change Team, was introduced and Jane advised that Dan would take over the chair of the meeting and that she looked forward to the feedback and results of the interactions.
Dan advised that he looked forward to working with everyone at the forum and emphasised that having the delegates input and insight is extremely important to us.
The domestics for the meeting were then covered and the action points from the previous forum on the 6 March 2008 were discussed.
Issues action and log |
Lead |
|---|---|
Provide Disability Forum update – this was provided in the attendee pack in today’s forum |
Mary Sullivan |
VCS representatives to contact Ifoema Obienu with suggestions on other groups for HMRC to contact on Customer Charter – Ifoema now has a list of groups that she is working with. |
Ifoema Obienu |
Provide update on Customer Charter – second item on the agenda today. |
Ifoema Obienu |
Canvas Third Sector representatives for topic ideas for future forums – there are two topics suggested by the Third Sector planned for the next forum in October 2008. |
Denise Secretan |
Discuss customer service questionnaire with TaxAid – there are now questions of interest to both sides on the questionnaire. |
Derek Tilstone |
Dan then highlighted to everyone the additional agenda item number 4 on Extra Personal Allowances for 2008-09.
Ifoema updated everyone by advising that since the previous forum on the 6 March the Customer Charter team is now fully formed and consists of four people, Fiona Nellthorp is the lead, the rest of the team are Ifoema Obienu, Andy Jones and Caren Draper. The aim for this session was to provide an update of where we are with the Customer Charter and to gain the views of the Third Sector.
Fiona Nellthorp then took over to give some background on the Customer Charter, explaining how there are currently legacy charters in place for both the former Inland Revenue and former Customs and Excise, but since our merger these have become less relevant and are now under review. Here is a copy of the presentation (PDF 304K).
The group then split into two breakout workshops, the feedback and outputs from this session are below:
The Charter team have a contact email address and any comments/suggestions would be welcome: taxpayers.charter@hmrc.gsi.gov.uk.
The group then split into the four following breakout workshops:
Ian Atkin introduced himself and Barbara Jones as working in the PAYE, Self Assessment and National Insurance Contributions directorate and advising that they are responsible for implementing the changes that the Chancellor announced in May 2008.
Ian appreciated the opportunity to take part in the forum and recognised the huge impact the coding changes will have to individuals and businesses, and that this was a useful opportunity to update everyone on how HMRC is implementing the changes.
Ian emphasised from the outset that they can only look at this subject from the viewpoint of how HMRC will implement these changes - they are very keen for feedback but need feedback that they can implement - not feedback which is outside of their remit.
You can find here a copy of the slide set on Extra Personal Allowances for 2008-09 (PDF 56K).
Q1. What about people who lose their jobs before 7 September 2008? How will they get the money back that they are due?
A1. We have processes in place to ensure that the repayments will be made – no claim by the customer should be necessary. We suspect that those who have already submitted a claim for a repayment will receive their initial repayment and then have their case revisited and receive an additional second repayment, however Barbara agreed to take this question away to clarify.
Q2. Have you made any arrangements with DWP as the variation in income may affect means tested benefits?
A2. Ian agreed that yes the variance in income could impact on means tested benefits, he asked the question back to the group – what do you think we should be doing?
Q3. How will you be managing the impact of the new PAYE service in October?
A3. Ian advised that Modernising PAYE Processes for Customers (MPPC) is an unrelated subject concerning scheduled, logistical issues; he does not work in MPPC and therefore cannot comment.
A comment was recorded that HMRC should be talking to the Pension Service and ensuring that local authorities are aware. Ian advised this was very useful input and they will keep this in mind.
Q4. Will the correspondence on this issue go out in plain and simple language?
A4. Ian responded that they are trying to use the correct language and make it as simple as possible, it is very important to them that they do this.
Q5. What about people who are not on cumulative codes? Are there any issues relating to these on timescales and speed of review?
A5. Ian advised that these cases will be reviewed as part of the work they are doing and is part of a broader issue – he will take this back with him and see if there is anything further they can do on this.
Dan Pickles then rounded up the event advising we have had a lot of stimulus today and possibly still some unresolved queries, if anyone does have any further comments or suggestions from the day then please feed these back through Janet Davison who will ensure these get to the right place.
Dan left a reminder to everyone that the next Individuals Stakeholder Forum is on 2 October 2008, we already have two agenda items on the stocks from Voluntary and Community Sector representatives, please let Janet Davison have any further suggestions and we will do our best to accommodate these.
Dan was also interested in feedback on how we run the day as we are interested in improving the event – again please feedback any improvements to Janet Davison.
AP – Barbara Jones to clarify John Andrews question on refunds.
