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391297
unstar this property registered interest false more like this
star this property date less than 2015-07-20more like thismore than 2015-07-20
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Government Departments: Telephone Services more like this
unstar this property house id 2 more like this
star this property legislature
25277
unstar this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 9 July (HL898), what training in communication skills is provided for the officials in (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, who are responsible for helping members of the public who telephone with complaints or requests for information. more like this
star this property tabling member printed
Lord Quirk more like this
star this property uin HL1653 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property 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> more like this
star this property answering member printed Lord O'Neill of Gatley more like this
star this property grouped question UIN HL1654 more like this
star this property question first answered
less than 2015-07-30T13:33:52.54Zmore like thismore than 2015-07-30T13:33:52.54Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
3254
unstar this property label Biography information for Lord Quirk more like this
391298
unstar this property registered interest false more like this
star this property date less than 2015-07-20more like thismore than 2015-07-20
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Government Departments: Telephone Services more like this
unstar this property house id 2 more like this
star this property legislature
25277
unstar this property pref label House of Lords more like this
star this property 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. more like this
star this property tabling member printed
Lord Quirk more like this
star this property uin HL1654 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property 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> more like this
star this property answering member printed Lord O'Neill of Gatley more like this
star this property grouped question UIN HL1653 more like this
star this property question first answered
less than 2015-07-30T13:33:52.647Zmore like thismore than 2015-07-30T13:33:52.647Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
3254
unstar this property label Biography information for Lord Quirk more like this
390585
unstar this property registered interest false more like this
star this property date less than 2015-07-16more like thismore than 2015-07-16
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Pensions: Advisory Services more like this
unstar this property house id 2 more like this
star this property legislature
25277
unstar this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government when they plan to publish information on the uptake and effectiveness of Pension Wise. more like this
star this property tabling member printed
Lord Bradley more like this
star this property uin HL1525 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property 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> more like this
star this property answering member printed Lord O'Neill of Gatley more like this
star this property question first answered
less than 2015-07-30T15:32:54.177Zmore like thismore than 2015-07-30T15:32:54.177Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
452
unstar this property label Biography information for Lord Bradley more like this
391945
unstar this property registered interest false more like this
star this property date less than 2015-07-21more like thismore than 2015-07-21
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Aggregates Levy more like this
unstar this property house id 2 more like this
star this property legislature
25277
unstar this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government what assessment they have made of the European Commission decision regarding exemption from the aggregates levy. more like this
star this property tabling member printed
Lord Kennedy of Southwark more like this
star this property uin HL1708 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property 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>
star this property answering member printed Lord O'Neill of Gatley more like this
star this property question first answered
less than 2015-07-30T15:33:28.087Zmore like thismore than 2015-07-30T15:33:28.087Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
4153
unstar this property label Biography information for Lord Kennedy of Southwark more like this
392051
unstar this property registered interest false more like this
star this property date less than 2015-07-22more like thismore than 2015-07-22
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Money Laundering more like this
unstar this property house id 2 more like this
star this property legislature
25277
unstar this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government whether they plan to require estate agents to carry out anti-money-laundering due diligence checks on the purchaser of a property, in addition to those they carry out on the seller. more like this
star this property tabling member printed
Lord Rooker more like this
star this property uin HL1806 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property answer text <p>The Government will consult this year on transposing the 4th EU Money Laundering Directive in order to comply with the revised global standards of the Financial Action Task Force. We will use this to consult on other changes to improve the effectiveness of the UK’s anti-money laundering and counter terrorist finance regime, including whether or not to require estate agents to conduct due diligence on the buyer as well as the seller of a property.</p><p> </p><p> </p><p> </p><p>The Government is committed to protecting the financial system and national security, through effective and proportionate use of financial sanctions, anti-money laundering, counter-terrorist and proliferation finance measures. All those dealing with property transactions in the UK, including banks, lawyers and estate agents, are required to actively detect and prevent money laundering including reporting suspicious activity to the National Crime Agency and conducting customer due diligence using a risk-based approach.</p><p> </p><p> </p><p> </p><p><strong> </strong></p><p> </p><p><strong> </strong></p><p><strong><br> </strong></p>
star this property answering member printed Lord O'Neill of Gatley more like this
star this property question first answered
less than 2015-07-30T13:32:07.047Zmore like thismore than 2015-07-30T13:32:07.047Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
302
unstar this property label Biography information for Lord Rooker more like this
391947
unstar this property registered interest false more like this
star this property date less than 2015-07-21more like thismore than 2015-07-21
star this property answering body
HM Treasury more like this
star this property answering dept id 14 more like this
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Public Sector: Borrowing more like this
unstar this property house id 2 more like this
star this property legislature
25277
unstar this property pref label House of Lords more like this
star this property question text To ask Her Majesty’s Government what assessment they have made of how much public-sector borrowing will grow up to 2018–19 as a consequence of the fiscal changes announced in the recent budget. more like this
star this property tabling member printed
Lord Kennedy of Southwark more like this
star this property uin HL1710 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer remove filter
star this property answer text <p>The government has set out a strategy that reduces the deficit at the same rate again in this Parliament as over the previous Parliament - that means reducing the deficit by 1.1 per cent of GDP a year on average, for the next four years. While, as set out in the Office for Budget Responsibility’s July Economic and Fiscal Outlook, borrowing is forecast to be £21 billion higher up to 2018-19, the resulting smoother fiscal path leads to a higher surplus and lower public sector net debt as a share of GDP, relative to the March Budget.</p><p> </p> more like this
star this property answering member printed Lord O'Neill of Gatley more like this
star this property question first answered
less than 2015-07-30T13:31:22.7Zmore like thismore than 2015-07-30T13:31:22.7Z
star this property answering member
4536
unstar this property label Biography information for Lord O'Neill of Gatley more like this
star this property tabling member
4153
unstar this property label Biography information for Lord Kennedy of Southwark more like this