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386097

registered interest
date	29/06/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government, following the recent closure of the Euston and Lambeth office of HM Revenue and Customs, how many centres remain in (1) London, and (2) the United Kingdom as a whole, where a member of the public can obtain a face-to-face meeting with a revenue official.
tabling member printed	Lord Quirk
uin	HL896
answer	answer is ministerial correction date of answer 09/07/2015 answer text <p>HMRC currently have no walk in centres in any part of the United Kingdom.</p><p> </p><p> </p><p> </p><p>Following public consultation, from June 2014, HMRC introduced a new service for customers who need extra help to get their taxes and entitlements right. This replaced the network of walk-in Enquiry Centres. The service can be accessed in a number of different ways and detailed information can be found on Gov.UK.</p><p> </p><p> </p><p> </p><p>Where a face-to-face meeting is most appropriate, a new team of mobile advisers will arrange to meet our customers at one of the 336 convenient locations in the community throughout the country, or at their home if a mobility difficulty exists.</p><p> </p> answering member printed Lord O'Neill of Gatley question first answered 09/07/2015 14:09:33 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk

386098

registered interest
date	29/06/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government whether large numbers of the public are unable to get through to HM Revenue and Customs by telephone to obtain help with their tax inquiries; and, if so, what steps they are taking to address this.
tabling member printed	Lord Quirk
uin	HL897
answer	answer is ministerial correction date of answer 09/07/2015 answer text <p>HM Revenue and Customs (HMRC) accepts that its performance was inconsistent during 2014-15 and it has recently outlined actions taken to improve customer service. These include recruitment of additional staff and investment in new technology.</p><p> </p><p> </p><p> </p><p>HMRC has allocated £45 million, supporting the recruitment of an additional 3,000 customer service staff to answer calls and deal with customer correspondence. The department is also moving around 2,000 additional people from other parts of HMRC temporarily into customer service roles to support the tax credits peak.</p><p> </p><p> </p><p> </p><p>Details of HMRC telephony performance, including average waiting time, is published quarterly on GOV.UK.</p><p> </p><p> </p><p> </p> answering member printed Lord O'Neill of Gatley question first answered 09/07/2015 14:08:53 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk

386099

registered interest
date	29/06/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Government Departments
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government how the number of inquiries from the public being addressed to (1) HM Revenue and Customs, (2) the Home Office, (3) the Ministry of Justice, (4) the Department for Work and Pensions, and (5) the Department for Business, Innovation and Skills, has changed over the last decade, and whether the provision of staff to attend to them has changed proportionately.
tabling member printed	Lord Quirk
uin	HL898
answer	answer is ministerial correction date of answer 09/07/2015 answer text <p>The information requested is not held centrally.</p><p> </p><p> </p><p> </p><p>Detailed information on the staffing and performance of individual Government Departments is contained in their Annual Report and Accounts, copies of which are available in the Library of the House.</p><p> </p> answering member printed Lord O'Neill of Gatley grouped question UIN HL899 question first answered 09/07/2015 14:08:04 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk

386100

registered interest
date	29/06/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Government Departments: Telephone Services
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty’s Government, given the importance they place on the public's access to information, what formula they use to gauge the number of officials they need to have on duty at the main inquiry points of (1) HM Revenue and Customs, (2) the Home Office, (3) the Ministry of Justice, (4) the Department for Work and Pensions, and (5) the Department for Business, Innovation and Skills, to ensure that a call gets individual attention within (a) five, (b) 10 , and (c) 20 minutes.
tabling member printed	Lord Quirk
uin	HL899
answer	answer is ministerial correction date of answer 09/07/2015 answer text <p>The information requested is not held centrally.</p><p> </p><p> </p><p> </p><p>Detailed information on the staffing and performance of individual Government Departments is contained in their Annual Report and Accounts, copies of which are available in the Library of the House.</p><p> </p> answering member printed Lord O'Neill of Gatley grouped question UIN HL898 question first answered 09/07/2015 14:08:04 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	3254 label Biography information for Lord Quirk