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175097

	registered interest
	date	21/01/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Hospital Beds: North West
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, how many delayed discharges there were from (a) St Helens and Knowsley Hospitals Trust and (b) Warrington and Halton Hospitals NHS Foundation Trust in each month since January 2014.
	tabling member constituency	Halton
	tabling member printed	Derek Twigg
	uin	221512
	answer	answer is ministerial correction date of answer 26/01/2015 answer text <p>Information is not available in the format requested. The data that is available is shown in the following tables.</p><p> </p><p> </p><p> </p><p>Table 1: St Helens and Knowsley Hospitals NHS Trust</p><p> </p><p> </p><p> </p><table><tbody><tr><td><p>Month</p></td><td><p>Patients</p></td><td><p>Days</p></td><td> </td></tr><tr><td><p>January 2014</p></td><td><p>8</p></td><td><p>282</p></td><td> </td></tr><tr><td><p>February 2014</p></td><td><p>5</p></td><td><p>233</p></td><td> </td></tr><tr><td><p>March 2014</p></td><td><p>5</p></td><td><p>253</p></td><td> </td></tr><tr><td><p>April 2014</p></td><td><p>3</p></td><td><p>186</p></td><td> </td></tr><tr><td><p>May 2014</p></td><td><p>7</p></td><td><p>188</p></td><td> </td></tr><tr><td><p>June 2014</p></td><td><p>7</p></td><td><p>158</p></td><td> </td></tr><tr><td><p>July 2014</p></td><td><p>4</p></td><td><p>227</p></td><td> </td></tr><tr><td><p>August 2014</p></td><td><p>4</p></td><td><p>155</p></td><td> </td></tr><tr><td><p>September 2014</p></td><td><p>3</p></td><td><p>166</p></td><td> </td></tr><tr><td><p>October 2014</p></td><td><p>5</p></td><td><p>186</p></td><td> </td></tr><tr><td><p>November 2014</p></td><td><p>3</p></td><td><p>143</p></td><td> </td></tr><tr><td><p>December 2014</p></td><td><p>3</p></td><td><p>149</p></td><td> </td></tr><tr><td> </td><td colspan="3"> </td></tr></tbody></table><p> </p><p><em>Source</em>: NHS England</p><p> </p><p> </p><p> </p><p><em>Notes:</em></p><p> </p><ol start="1" type="1"><li>Patients: The number of patients whose transfer is delayed at midnight on the last Thursday of the month.</li><li>Days: The number of days delayed within the month for all patients delayed throughout the month.</li></ol><p> </p><p> </p><p> </p><p> </p><p> </p><p>Table 2: Warrington and Halton Hospitals NHS Foundation Trust</p><p> </p><table><tbody><tr><td colspan="3"> </td></tr><tr><td><p>Month</p></td><td><p>Patients</p></td><td><p>Days</p></td></tr><tr><td><p>January 2014</p></td><td><p>20</p></td><td><p>407</p></td></tr><tr><td><p>February 2014</p></td><td><p>19</p></td><td><p>591</p></td></tr><tr><td><p>March 2014</p></td><td><p>16</p></td><td><p>535</p></td></tr><tr><td><p>April 2014</p></td><td><p>26</p></td><td><p>513</p></td></tr><tr><td><p>May 2014</p></td><td><p>24</p></td><td><p>548</p></td></tr><tr><td><p>June 2014</p></td><td><p>14</p></td><td><p>537</p></td></tr><tr><td><p>July 2014</p></td><td><p>20</p></td><td><p>688</p></td></tr><tr><td><p>August 2014</p></td><td><p>26</p></td><td><p>880</p></td></tr><tr><td><p>September 2014</p></td><td><p>24</p></td><td><p>576</p></td></tr><tr><td><p>October 2014</p></td><td><p>20</p></td><td><p>458</p></td></tr><tr><td><p>November 2014</p></td><td><p>9</p></td><td><p>425</p></td></tr><tr><td><p>December 2014</p></td><td><p>11</p></td><td><p>222</p></td></tr><tr><td> </td><td colspan="2"> </td></tr></tbody></table><p> </p><p><em>Source</em>: NHS England</p><p> </p><p> </p><p> </p><p><em>Notes:</em></p><p> </p><ol start="1" type="1"><li>Patients: The number of patients whose transfer is delayed at midnight on the last Thursday of the month.</li><li>Days: The number of days delayed within the month for all patients delayed throughout the month.</li></ol><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p> answering member constituency North Norfolk answering member printed Norman Lamb question first answered 26/01/2015 16:57:42 question first ministerially corrected 26/01/2015 17:14:04 answering member 1439 label Biography information for Norman Lamb previous answer version 41239 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	429 label Biography information for Derek Twigg

176781

	registered interest
	date	29/01/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Health Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, whether joint committees of NHS England and clinical commissioning groups are permitted to deviate from national service specifications for specialised services.
	tabling member constituency	Walsall South
	tabling member printed	Valerie Vaz
	uin	222695
	answer	answer is ministerial correction date of answer 03/02/2015 answer text <p>NHS England is the accountable commissioner and budget holder for all specialised services as set out in The National Health Service Commissioning Board and Clinical Commissioning Groups (Responsibilities and Standing Rules) Regulations 2012, with the Manual for prescribed specialised services providing further detail.</p><p> </p><p> </p><p> </p><p>NHS England has achieved significant progress in developing a set of nationally consistent service standards and commissioning policies, which ensure equity of access to high quality services across the board. Those standards and policies will continue to apply for those specialised services which are to be collaboratively commissioned by NHS England and clinical commissioning groups.</p><p> </p><p> </p><p> </p><p>NHS England is currently in the process of agreeing the guidance on the collaborative commissioning arrangements which will be in place from 1 April 2015.</p><p> </p><p> </p><p> </p><p>NHS England has clarified that where there are collaboratively commissioned services, NHS England will retain the full financial risk for these services for 2015/16. NHS England has advised us that there will be further work conducted over the next year to advise on the range of specialised services for which NHS England should remain the accountable commissioner and budget holder for 2016/17 and future years.</p><p> </p><p> </p><p> </p><p>Copies of The National Health Service Commissioning Board and Clinical Commissioning Groups (Responsibilities and Standing Rules) Regulations 2012 and the Manual for prescribed specialised services are attached.</p><p> </p> answering member constituency Battersea answering member printed Jane Ellison attachment 1 file name nhs-england-and-ccg-regulations.pdf title Regulations NHS Commissioning Board & CCGs 2 file name pss-manual.pdf title Manual prescribed specialised services question first answered 03/02/2015 15:09:14 question first ministerially corrected 03/02/2015 15:20:37 answering member 3918 label Biography information for Jane Ellison previous answer version 42619 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4076 label Biography information for Valerie Vaz

176783

	registered interest
	date	29/01/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Health Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, when NHS England will publish details of the co-commissioning of specialised services.
	tabling member constituency	Walsall South
	tabling member printed	Valerie Vaz
	uin	222693
	answer	answer is ministerial correction date of answer 03/02/2015 answer text <p>NHS England is the accountable commissioner and budget holder for all specialised services as set out in The National Health Service Commissioning Board and Clinical Commissioning Groups (Responsibilities and Standing Rules) Regulations 2012, with the Manual for prescribed specialised services providing further detail.</p><p> </p><p> </p><p> </p><p>NHS England has achieved significant progress in developing a set of nationally consistent service standards and commissioning policies, which ensure equity of access to high quality services across the board. Those standards and policies will continue to apply for those specialised services which are to be collaboratively commissioned by NHS England and clinical commissioning groups.</p><p> </p><p> </p><p> </p><p>NHS England is currently in the process of agreeing the guidance on the collaborative commissioning arrangements which will be in place from 1 April 2015.</p><p> </p><p> </p><p> </p><p>NHS England has clarified that where there are collaboratively commissioned services, NHS England will retain the full financial risk for these services for 2015/16. NHS England has advised us that there will be further work conducted over the next year to advise on the range of specialised services for which NHS England should remain the accountable commissioner and budget holder for 2016/17 and future years.</p><p> </p><p> </p><p> </p><p>Copies of The National Health Service Commissioning Board and Clinical Commissioning Groups (Responsibilities and Standing Rules) Regulations 2012 and the Manual for prescribed specialised services are attached.</p><p> </p> answering member constituency Battersea answering member printed Jane Ellison attachment 1 file name nhs-england-and-ccg-regulations.pdf title Regulations NHS Commissioning Board & CCGs 2 file name pss-manual.pdf title Manual prescribed specialised services question first answered 03/02/2015 15:09:14 question first ministerially corrected 03/02/2015 15:21:10 answering member 3918 label Biography information for Jane Ellison previous answer version 42620 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4076 label Biography information for Valerie Vaz

176784

	registered interest
	date	29/01/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Health Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, whether NHS England will remain the sole budget-holder and accountable commissioner for all specialised services.
	tabling member constituency	Walsall South
	tabling member printed	Valerie Vaz
	uin	222694
	answer	answer is ministerial correction date of answer 03/02/2015 answer text <p>NHS England is the accountable commissioner and budget holder for all specialised services as set out in The National Health Service Commissioning Board and Clinical Commissioning Groups (Responsibilities and Standing Rules) Regulations 2012, with the Manual for prescribed specialised services providing further detail.</p><p> </p><p> </p><p> </p><p>NHS England has achieved significant progress in developing a set of nationally consistent service standards and commissioning policies, which ensure equity of access to high quality services across the board. Those standards and policies will continue to apply for those specialised services which are to be collaboratively commissioned by NHS England and clinical commissioning groups.</p><p> </p><p> </p><p> </p><p>NHS England is currently in the process of agreeing the guidance on the collaborative commissioning arrangements which will be in place from 1 April 2015.</p><p> </p><p> </p><p> </p><p>NHS England has clarified that where there are collaboratively commissioned services, NHS England will retain the full financial risk for these services for 2015/16. NHS England has advised us that there will be further work conducted over the next year to advise on the range of specialised services for which NHS England should remain the accountable commissioner and budget holder for 2016/17 and future years.</p><p> </p><p> </p><p> </p><p>Copies of The National Health Service Commissioning Board and Clinical Commissioning Groups (Responsibilities and Standing Rules) Regulations 2012 and the Manual for prescribed specialised services are attached.</p><p> </p> answering member constituency Battersea answering member printed Jane Ellison attachment 1 file name nhs-england-and-ccg-regulations.pdf title Regulations NHS Commissioning Board & CCGs 2 file name pss-manual.pdf title Manual prescribed specialised services question first answered 03/02/2015 15:09:14 question first ministerially corrected 03/02/2015 15:23:29 answering member 3918 label Biography information for Jane Ellison previous answer version 42621 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4076 label Biography information for Valerie Vaz

178160

	registered interest
	date	05/02/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Heart Diseases
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, how many admissions to hospital with a (a) primary and (b) secondary diagnosis of coronary heart disease per head of population there were in (i) each clinical commissioning group and its predecessor organisation and (ii) England in each of the last 10 years.
	tabling member constituency	Sutton and Cheam
	tabling member printed	Paul Burstow
	uin	223598
	answer	answer is ministerial correction date of answer 12/02/2015 answer text <p>The following tables show the number of admissions to hospital with a primary and secondary diagnosis of coronary heart disease by primary care trust of treatment for the years 2004/05 to 2012/13; by clinical commissioning group of treatment for 2013/14 and for England as a whole.</p><p> </p> answering member constituency Battersea answering member printed Jane Ellison question first answered 12/02/2015 15:52:16 question first ministerially corrected 12/02/2015 16:09:16 answering member 3918 label Biography information for Jane Ellison attachment 1 file name Hospital Admissions data.xlsx title No. of adnissions - CHD previous answer version 45133 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	204 label Biography information for Paul Burstow

416385

	registered interest
	date	04/09/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Accident and Emergency Departments
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, by what indicators he plans to use to assess the improvement of Trusts receiving support from the Emergency Care Improvement Programme.
	tabling member constituency	Copeland
	tabling member printed	Mr Jamie Reed
	uin	8995
	answer	answer is ministerial correction date of answer 14/09/2015 answer text <p><del class="ministerial">Public Health England has developed a campaign to raise awareness of the symptom of breathlessness which ran as a local pilot in Oldham and Rochdale from 24 February – 23 March 2014 and as a regional pilot in the East of England 2 February – 1 March 2015.</del></p><p> </p><p> </p><p> </p><p><del class="ministerial">The Breathlessness campaign aims to encourage those with inappropriate breathlessness (breathlessness that is disproportionate to the level of activity undertaken i.e. at rest or on minimal exertion) to go and see their general practitioner (GP). It is primarily aimed at earlier diagnosis of heart and lung disease, including chronic obstructive pulmonary disease, with scope to reduce premature mortality and to improve the quality of life of those living with these conditions. The key message of the campaign is “If you get out of breath doing things that you used to be able to do, see your GP. Getting out of breath could be a sign of heart or lung disease. Finding it early makes it more treatable, so don’t ignore it, tell your doctor”.</del></p><p> </p><p> </p><p> </p><p><del class="ministerial">Evaluation of the regional pilot is still underway, although early findings from follow-up in-depth interviews with a sample of local GPs and pharmacists and pre and post awareness tracking research among the public, are positive.</del></p><p> </p><p> </p><p><ins class="ministerial"> <p> </p><p><ins class="ministerial">The Emergency Care Improvement Programme (ECIP) is a clinically led programme that will offer practical help and support to the 27 urgent and emergency care systems across England that are under the most pressure. </ins></p><p> </p><p><ins class="ministerial"> </ins></p><p> </p><p><ins class="ministerial">The progress of trusts taking part in ECIP will be measured by monitoring improvements in their accident and emergency (A&amp;E) four hour waiting time standard, along with patient outcome and experience indicators. The urgent and emergency care systems taking part in this programme were selected based on performance against the A&amp;E four hour standard in 2014/15 and Q1 of 2015/16 alongside discussions with regional teams from NHS England, Monitor and the Trust Development Authority.</ins></p><p><ins class="ministerial"> </ins></p></ins></p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p> answering member constituency Battersea answering member printed Jane Ellison question first answered 14/09/2015 15:55:26 question first ministerially corrected 14/09/2015 17:19:34 answering member 3918 label Biography information for Jane Ellison previous answer version 21204 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	1503 label Biography information for Mr Jamie Reed

420822

	registered interest
	date	17/09/2015
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Department of Health: Legal Costs
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, what proportion of his Department's budget is spent on legal fees and damages.
	tabling member constituency	Warrington South
	tabling member printed	David Mowat
	uin	901477
	answer	answer is ministerial correction date of answer 13/10/2015 answer text <p>The Departmental Group spend on legal fees is captured in the Annual Report and Accounts for 2014-15. The Departmental Group spend on legal fees is separately identified under Legal Fees in Other Administration Costs,<del class="ministerial"> £61,159k</del> <ins class="ministerial">£61.159 million </ins>and Programme Costs <del class="ministerial">£128,642k,</del> <ins class="ministerial">£128,642 million </ins>totalling <del class="ministerial">£189,801k.</del><ins class="ministerial">£189,801 million.</ins></p><p>The majority of the Core Department’s spend on legal fees is captured as part of ‘Other’ spend under ‘Other Administration Costs’, ‘Programme Costs’ and in “Consultancy services”. The Annual Report and Accounts is available at:</p><p><a href="https://www.gov.uk/government/publications/department-of-health-annual-report-and-accounts-2014-to-2015" target="_blank">https://www.gov.uk/government/publications/department-of-health-annual-report-and-accounts-2014-to-2015</a></p><p>It is intended that from the 2015-16 financial year, spend on legal fees for the core Department will be discussed separately in the accounts.</p> answering member constituency Battersea answering member printed Jane Ellison question first answered 13/10/2015 16:48:38 question first ministerially corrected 14/10/2015 14:55:18 answering member 3918 label Biography information for Jane Ellison previous answer version 23237 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4080 label Biography information for David Mowat

448320

	registered interest
	date	27/01/2016
	answering body	Department of Health
	answering dept id	17
	answering dept short name	Health
	answering dept sort name	Health
	hansard heading	Irritable Bowel Syndrome
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Secretary of State for Health, how many people of each age group and gender were diagnosed with irritable bowel syndrome in each of the last five years.
	tabling member constituency	Strangford
	tabling member printed	Jim Shannon
	uin	24429
	answer	answer is ministerial correction date of answer 04/02/2016 answer text <p>Data relating to the total number of people diagnosed with irritable bowel syndrome <ins class="ministerial">(IBS)</ins><del class="ministerial">(IBD)</del> in each of the last five years is not collected.</p><p> </p><p><del class="ministerial">The two main forms of IBD are Crohn’s disease and ulcerative colitis. Ulcerative colitis only affects the large intestine whereas Crohn's disease affects the whole of the digestive system.</del></p><p> </p><p>The National Institute for Health and Care Excellence guidance indicates that <ins class="ministerial">IBS prevalence in the general population is estimated to be between 10% and 20%. Recent trends indicate that there is also a significant prevalence of IBS in older people.</ins> <del class="ministerial">ulcerative colitis has an incidence in the United Kingdom of approximately 10 per 100,000 people annually, and a prevalence of approximately 240 per 100,000. This amounts to around 146,000 people in the UK with a diagnosis of ulcerative colitis. In addition to this, there are currently at least 115,000 people in the UK with Crohn's disease.</del></p> answering member constituency Battersea answering member printed Jane Ellison question first answered 04/02/2016 16:53:22 question first ministerially corrected 08/02/2016 14:58:49 answering member 3918 label Biography information for Jane Ellison previous answer version 43583 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4131 label Biography information for Jim Shannon

573995

	registered interest
	date	02/09/2016
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Concentrix: Standards
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask Mr Chancellor of the Exchequer, what estimate he has made of the number of current tax credit cases that are not being dealt with within the target timescale agreed with Concentrix.
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	uin	44834
	answer	answer is ministerial correction date of answer 12/09/2016 answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p> answering member constituency Battersea answering member printed Jane Ellison question first answered 12/09/2016 16:34:43 question first ministerially corrected 02/12/2016 11:32:10 answering member 3918 label Biography information for Jane Ellison previous answer version 10681 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4473 label Biography information for Louise Haigh

573996

	registered interest
	date	02/09/2016
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Concentrix: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask Mr Chancellor of the Exchequer, what the (a) average and (b) maximum waiting time for telephone calls to be answered by Concentrix has been since the start of his Department's contract with that company.
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	uin	44829
	answer	answer is ministerial correction date of answer 12/09/2016 answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p> answering member constituency Battersea answering member printed Jane Ellison question first answered 12/09/2016 16:34:45 question first ministerially corrected 02/12/2016 11:31:05 answering member 3918 label Biography information for Jane Ellison previous answer version 11017 answering member constituency Battersea answering member printed Jane Ellison answering member 3918 label Biography information for Jane Ellison
	tabling member	4473 label Biography information for Louise Haigh