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391297

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), 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.
tabling member printed	Lord Quirk
uin	HL1653
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 HL1654 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

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

392051

registered interest
date	22/07/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	CaTreasury
hansard heading	Money Laundering
house id	2
legislature	25277 pref label House of Lords
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.
tabling member printed	Lord Rooker
uin	HL1806
answer	answer is ministerial correction date of answer 30/07/2015 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> answering member printed Lord O'Neill of Gatley question first answered 30/07/2015 13:32:07 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	302 label Biography information for Lord Rooker

391947

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	Public Sector: Borrowing
house id	2
legislature	25277 pref label House of Lords
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.
tabling member printed	Lord Kennedy of Southwark
uin	HL1710
answer	answer is ministerial correction date of answer 30/07/2015 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> answering member printed Lord O'Neill of Gatley question first answered 30/07/2015 13:31:22 answering member 4536 label Biography information for Lord O'Neill of Gatley
tabling member	4153 label Biography information for Lord Kennedy of Southwark