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391298

	registered interest
	date	20/07/2015
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Government Departments: Telephone Services
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 9 July (HL898), whether there are target times by which calls from members of the public are expected to receive attention when telephoning (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.
	tabling member printed	Lord Quirk
	uin	HL1654
	answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>All new HM Revenue and Customs (HMRC) telephony advisers receive two days of call handling soft skills training, prior to handling customer calls. Further call handling training is provided depending on the needs of the advisor.</p><p> </p><p> </p><p> </p><p>The first escalation for complaints from an adviser is to a Team Leader. 80 per cent of complaints are successfully handled at this point.</p><p> </p><p> </p><p> </p><p>HMRC’s Personal Tax Operations has a specific team who deal with customer complaints received via telephone.</p><p> </p><p> </p><p> </p><p>HMRC has a target of answering 80 per cent of all calls received.</p><p> </p><p> </p><p> </p><p>Information regarding the training and performance on telephony issues for other Government Departments is not held centrally and should be obtained from the Departments concerned.</p><p> </p><p> </p><p> </p> answering member printed Lord O'Neill of Gatley grouped question UIN HL1653 question first answered 30/07/2015 13:33:52 answering member 4536 label Biography information for Lord O'Neill of Gatley
	tabling member	3254 label Biography information for Lord Quirk

390585

	registered interest
	date	16/07/2015
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Pensions: Advisory Services
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty’s Government when they plan to publish information on the uptake and effectiveness of Pension Wise.
	tabling member printed	Lord Bradley
	uin	HL1525
	answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>Since its launch in April, Pension Wise has helped nearly 950,000 people understand their options and make informed choices about what to do with their retirement savings. Nearly 18,000 free guidance appointments over the phone and face to face are being delivered and more than 925,000 people have used the Pension Wise website, with many people returning to the site regularly.</p><p> </p><p> </p><p> </p><p>The government is closely monitoring the operation and effectiveness of the Pension Wise service. This ongoing monitoring is part of a wider programme of evaluation that the government is undertaking to ensure that Pension Wise is working effectively, delivers value for money, and meets consumer needs.</p><p> </p> answering member printed Lord O'Neill of Gatley question first answered 30/07/2015 15:32:54 answering member 4536 label Biography information for Lord O'Neill of Gatley
	tabling member	452 label Biography information for Lord Bradley

391945

	registered interest
	date	21/07/2015
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Aggregates Levy
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty’s Government what assessment they have made of the European Commission decision regarding exemption from the aggregates levy.
	tabling member printed	Lord Kennedy of Southwark
	uin	HL1708
	answer	answer is ministerial correction date of answer 30/07/2015 answer text <p>The European Commission concluded a State aid investigation into various Aggregates Levy exemptions on 23 March 2015. The Commission had originally approved all the levy exemptions in 2002, but were required to carry out a State aid investigation as a result of legal challenge. The Commission’s decision found all the levy exemptions lawful except for part of the exemption for shale aggregate.</p><p> </p><p> </p><p> </p><p>The Chancellor announced in his Summer Budget that all of the lawful exemptions would be reinstated from 1 August 2015.</p><p> </p><p> </p><p> </p><p>The Commission have ordered recovery of State aid provided by the exemption for some types of shale aggregate. HM Revenue &amp; Customs (HMRC) have recently written to potentially affected businesses. The government will continue to work with the industry to minimise the impact of recovery on affected businesses, and any businesses that are concerned should contact HMRC as soon as possible.</p><p> </p><p> </p><p> </p> answering member printed Lord O'Neill of Gatley question first answered 30/07/2015 15:33:28 answering member 4536 label Biography information for Lord O'Neill of Gatley
	tabling member	4153 label Biography information for Lord Kennedy of Southwark