tag:blogger.com,1999:blog-29600742611858461.post5673888090369059893..comments2024-03-29T12:42:09.985+00:00Comments on HMRC Is Shite: WTF!Ken Frosthttp://www.blogger.com/profile/13568488818950912374noreply@blogger.comBlogger29125tag:blogger.com,1999:blog-29600742611858461.post-14983870089003020062015-02-08T14:09:03.795+00:002015-02-08T14:09:03.795+00:00With all respect, resurrecting an old discussion o...With all respect, resurrecting an old discussion on here from 2011, is unlikely to help. I suggest your wife calls the contact centre and her National Insurance number and speaks to someone. Tell her to phone at 8am to get through quickly. They may need to to transfer the call or arrange a call backAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-18522633874696222742015-02-08T12:25:46.653+00:002015-02-08T12:25:46.653+00:00I have a problen with hmrc i have been employed by...I have a problen with hmrc i have been employed by an employer for the past 5 years get p60 every year and monthly wage slips.<br />Recently applied for a visa for my wife and she was rejected on the basis that checks made with hmrc show no pay or tax records i dont know what to do now.please helpAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-68015192727831009412011-12-09T14:27:24.948+00:002011-12-09T14:27:24.948+00:00Great article, thanks for sharing.Great article, thanks for sharing.Credit Card Payment Processinghttp://www.mercurypay.com/index.htmnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-32304201989576356872011-08-31T20:30:22.418+01:002011-08-31T20:30:22.418+01:00Sorry, did common sense, pragmatism and err... a g...Sorry, did common sense, pragmatism and err... a grip on reality get in the way of the DM-esque type arguments employed by the "something must be done" brigade?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-32020514234046858032011-08-25T19:17:13.563+01:002011-08-25T19:17:13.563+01:00@24 August 2011 09:33
I don't think I disagre...@24 August 2011 09:33<br /><br />I don't think I disagreed with the idea that it needs to go to an MP.<br /><br />The fact that you have narrowly avoided the initial subject matter of this post in your reply shows that you don't really care and are just jumping on the bandwagon because it's easier for you to create models of male human beings out of one of the by-products of the dry stalks of cereal plants than come up with a reasonable alternative like wot I suggested innit.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-62516593631040194092011-08-25T17:11:35.883+01:002011-08-25T17:11:35.883+01:00@25 August 2011 01:20
And, with your many recepti...@25 August 2011 01:20<br /><br />And, with your many reception desks accross the country that I imagine you have are the people on that register available to interpret anywhere from Lands end to John O'Groats in person at a moments notice? and I'm not talking about the willingness but the ability.<br /><br />If not, would you maybe expect to have some reasonable notice that a person requiring such services e.g. an appointment?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-59765276715254152512011-08-25T08:23:46.216+01:002011-08-25T08:23:46.216+01:00Boom. That just happened! LOLBoom. That just happened! LOLAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-40780409757826098002011-08-25T01:20:19.613+01:002011-08-25T01:20:19.613+01:00"Does your company have a BSL interpreter on ..."Does your company have a BSL interpreter on retainer? A welsh language speaking and customer letter unit, the facility to translate documents to/from any language people care to speak?"<br /><br />Yes. We got a register of people with language skills, including Welsh and BSLAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-73242962456833248602011-08-24T20:06:59.250+01:002011-08-24T20:06:59.250+01:00@24 August 2011 09:02
Does your company have a BS...@24 August 2011 09:02<br /><br />Does your company have a BSL interpreter on retainer? A welsh language speaking and customer letter unit, the facility to translate documents to/from any language people care to speak?<br /><br /><br />(and no I don't mean google translate)Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-74954362919276279942011-08-24T09:50:02.822+01:002011-08-24T09:50:02.822+01:0009:33
Good post, shows a grip on reality.
The cu...09:33<br /><br />Good post, shows a grip on reality.<br /><br />The current ARC/PCS e.campaign to MP's may yet obtain a champion from the backbenches, don't forget even a Conservative ignored the whip regarding fish by-catch recently. If they can do it for fish...<br /><br />Then of course we are lurching towards the next staff survey with staff being deluged by messages of how good things are, people awards etc. etc. - you want to see knee jerk panic reaction look no further.<br />It will be interesting to see if HMRC gets to "organise" its own review again this year, not that it did them any good.<br /><br />However, I think the current man at the helm, Hartnett has worked out where the problems really lie hence his letter to management recently. If this turns out to be another totally negative surveyhe will have to get rid of the problem and that could be interesting.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-39100130882914605612011-08-24T09:33:49.837+01:002011-08-24T09:33:49.837+01:00@3.44am & 3.39am
Mate, I can assure you it...@3.44am & 3.39am<br /><br />Mate, I can assure you it's not a knee jerk reaction. How could it be? HMRC has steadily been sliding into the abyss for 6 years and it's only now that momentum is gathering to bring about change. Hardly a knee jerk reaction! And personally I stand by my comment that this needs to be brought to an MP. In reality only the MPs have the ability to change things whether we like that or not. This should be highlighted to an MP; it's indicative of the underlying malaise and approach being adopted from the top. I also suggest that the media are involved as unless it's brought to the public attention then there is no real pressure brought to bear on Parliament. Is it coincidence that the Select Committee opened their investigation last autumn only after the media started running regular pieces on HMRC? Finally, "something I don't care about": that's a little daring of you isn't it? Anyway, my concern is how the whole system now appears to be anti-taxpayer. Why allocate £900m to tackle evasion if you screw up the system for the majority who wish to comply. Rules and procedures everywhere drafted too tight and no allowance given for cop-on. Wrong approach. Needs changing.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-77896688245742463082011-08-24T09:02:25.495+01:002011-08-24T09:02:25.495+01:00Some basics if you allegedly provide a service to ...Some basics if you allegedly provide a service to 2customers"<br /><br />You have to make your service available to all<br /><br />Within that group will be minorities including ethnic language, disabilities etc<br /><br />The law states that these minorities have to be accommodated, it not optional, its mandatory<br /><br />Once you understand those basics you then apply common sense and practicality, oh feck, I forgot about Pacesetter<br /><br />I genuinely don't believe the top tiers don't have a clue what is going on at the workface and that there is an invisible barrier or impermeable membrane restricting the flow of reality based information<br /><br />Perhaps someone at TCS level will pick up on this particular post?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-38175286421661375792011-08-24T03:44:28.993+01:002011-08-24T03:44:28.993+01:00Just to append to the last post, t am not suggesti...Just to append to the last post, t am not suggesting that a deaf person should interpret speech for another deaf person.<br /><br />It was to highlight that there is no reason for HMRC to be completely oblivious to the need for BSL to be used sometimes.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-26344280185052209302011-08-24T03:39:43.748+01:002011-08-24T03:39:43.748+01:00Err... There are deaf people and relatives of deaf...Err... There are deaf people and relatives of deaf people who work for HMRC. Assuming the EC had an office nearby or even in the same building and that the enquiry was urgent perhaps the best thing would have been for an e-mail to go out requesting someone to interpret. That is a bit of a hit and miss approach though.<br /><br />Unfortunately BSL isn't a common language and even if it was HMRC seems keen to ignore EQIA's when making their decisions so it's unlikely they will make a provision for a BSL interpreter at every EC especially as has been pointed out they wish to get rid of the service altogether. <br /><br /><br />I think poster #1 is having the typical knee jerk reaction to something they don't really care about, but yes maybe something ought to be communicated to the MP that suffocating EC's does not allow HMRC to provide a service to a cross section of society who may not be able to deal with their tax and/or some benefit claims any other way.<br /><br />(and no I don't work in one!)<br /><br />PS to Poster #1, whilst you are on the bandwagon... the Daily Mails own website is not <a href="http://www.journalism.co.uk/news-features/accessibility-2-0-how-user-friendly-is-the-daily-mail-to-the-blind-and-visually-impaired-/s5/a530763/" rel="nofollow"> completely accessible to blind people</a> due to commercial websites insistence in including non-standard HTML code.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-91911968973643604792011-08-24T02:21:19.937+01:002011-08-24T02:21:19.937+01:00This is what you get when ****wits at the top try ...This is what you get when ****wits at the top try to micromanage what happens at the bottom. HMRC are typical of the top down process driven mania that infects all British institutions where following procedural steps is more important than the end result. In fact it is the exact opposite of true bottom up quality improvement regimes where staff are.allowed to exercise a little initiative. No wonder HMRC the institution is failing so spectacularly.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-6137136163457654712011-08-24T00:10:10.246+01:002011-08-24T00:10:10.246+01:00I'm guessing it's an NTC claim pack? They ...I'm guessing it's an NTC claim pack? They can't be ordered over the internet and a phonecall doesn't guarantee a pack. Standard security is needed first and if a person can't get through that then they get referred to an enquiry centre and that's where the 2 forms of ID would be needed. So on that side of the article fair play all by the book. The EC manager if that's the only info they took perhaps didn't get the all details someone would be asked on a normal call but I could be wrong. The hold time mentioned is unavoidable currently given the fact that less than half of the people on the NTC system seem to have renewed so there are queues of 300+ of people with terminated claims.<br />With regard the rest yeah certainly seems like it was a faff on, lack of training quite likely a factor. And also while there will be a sizable hearing impaired community it's perhaps not a community people would have a great deal of experience with so a bit of fear compounded with poor training also depends on who tries to help you.<br />But certainly apologies on behalf of HMRC for a wasted afternoon.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-29379610283348550402011-08-23T22:51:46.195+01:002011-08-23T22:51:46.195+01:00@17.22
"big and brave enough or stupid enoug...@17.22<br /><br />"big and brave enough or stupid enough to give your contact details please!<br />No, thought not, crawl back under your stone creep!"<br /><br />But you of course "have" to remain nameless. Why? You self important tit. Do you think your employers actually give a toss?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-36994323376119866702011-08-23T22:47:28.298+01:002011-08-23T22:47:28.298+01:00@19.33
"I am hearing impaired, and the ignor...@19.33<br /><br />"I am hearing impaired, and the ignorance shown by the second contributor is all too common"<br /><br />Are hearing impaired people unable to attend appointments offered to them as a result of their disability?<br /><br />Why is the poster at 14.20 ignorant?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-48278419104406356012011-08-23T22:17:58.661+01:002011-08-23T22:17:58.661+01:00Contact centre = contact = enhanced "customer...Contact centre = contact = enhanced "customer" experience = enhanced compliance?<br /><br />No contact - negative "customer" experience = more tax gap?<br /><br />Read the truth about the real Tax Havens in Treasure Islands by Nicholas Shaxson - you will see some of the answers...<br />Put 2 & 2 together and you might even see why HMRC is drifting in the direction it is - just join the dots.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-80843687777736615132011-08-23T21:09:40.025+01:002011-08-23T21:09:40.025+01:00Anonymous Anonymous said...
Uhm. Why did the ...Anonymous Anonymous said...<br /><br /> Uhm. Why did the adviser not offer to act as an intermediary for the deaf person and relay the written bits over the phone?<br /><br /> 23 August 2011 20:27<br /><br />EC Staff are not allowed to talk for a customer over the phone Contact Centre staff are told to only allow information from a third party after the individual has confirmed their id checks so therefore the deaf person cannot confirm these Contact Centre adviser cannot continue with the call. It's not the EC staff or CC staff it's the rules applied from above and their are a lot of computer misuse investigations going on at the moment so no one is taking any chances with security.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-5998414172229685022011-08-23T21:01:46.006+01:002011-08-23T21:01:46.006+01:00I thought I should tell you about the current mind...I thought I should tell you about the current mindset of the Enquiry Centre bigwigs and how they are manipulating stats to get rid of staff and eventually Enquiry Centre's altogether.<br /><br />When you walk into an Enquiry Centre you will notice the floorwalker has a clipboard with a sheet on it this sheet consists of amongst other things clumns headed A-G.<br /><br />Column A - Is for general enquiries that don't need an appointment or a telephone call eg getting a form, handing in a piece of post etc.<br /><br />Column B - Customer making a telephone call<br /><br />Column C - Customer using the enquiry centre internet machine<br /><br />Column D - A future appointment<br /><br />Column E - An immediate appointment, usually a payment request<br /><br />Column F - Failed telephone call requiring an appointment<br /><br />Column G - Failed internet<br /><br />Now here's the clever bit column A is dismissed altogether by the stats team as it is classed as being a task that an enquiry centre isn't needed for and the public would get the information elsewhere if they didn't exist.<br /><br />Column B - These are also dismissed as telephone could be set up in libraries, post offices etc so Enquiry Centre not needed for these<br /><br />Column C - These are for customers who use the internet by themselves if a floorwalker helps them it goes down as an A as most customers who need an EC internet don't have their own they usually need a hand so C's are very rare.<br /><br />Column D - the most important for EC future as now only appointments are calcualted towards the future staff and opening hours of an EC if you don't have enough D's then the EC staff will be reduced and may not open everyday.<br /><br />Column E - As of 12 September no EC will give out an Emergency Tax Credit payment will be sent by courier so E's will be non existent.<br /><br />Column F - If customer is not satisfied with telephone call or gets referred to EC then F is recorded.<br /><br />Column G - Barely ever used as most internet use doesn't result in an appointment.<br /><br />So to summerise the only thing keeping EC's open now are appointments all the other uses are dismissed that is how they are justifying the reduction.<br /><br />So if the staff look miffed or bedraggled it's not because we don't care we just know we done for and the last finger nail has nearly gone on the cliff edge.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-87868448337566954502011-08-23T20:36:39.121+01:002011-08-23T20:36:39.121+01:00Enquiry Centre staff are not allowed to talk on th...Enquiry Centre staff are not allowed to talk on the telephone for a customer also the contact centre staff are told to only accept information from the actual person again for security reasons.<br /><br />If you get a form from the telephone call the id is done via questions which the adviser checks against the computer if you do it online you have to fill the whole form in online it's about not giving out blank forms for people to copy and give to other people to try and falsely claim which is why the front is filled in before one is issued.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-4918584743697506682011-08-23T20:27:12.445+01:002011-08-23T20:27:12.445+01:00Uhm. Why did the adviser not offer to act as an in...Uhm. Why did the adviser not offer to act as an intermediary for the deaf person and relay the written bits over the phone?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-78897985893052524812011-08-23T20:26:23.339+01:002011-08-23T20:26:23.339+01:00Customer service my ar@e!
Someone should lose thei...Customer service my ar@e!<br />Someone should lose their job over this and I don't mean the front line staff!<br />As an example of joined up service and mixed messages its pathetic.<br />If you don't need to produce 2 forms of ID to get these forms via phone or internet WTF do you need them in person?!<br />"Hello children, can you guess which system the Organised criminals will be using?"<br />They do make it so easy.<br /><br />Oh yes, and what about a letter of apology HMRC, that would be "customer service"!<br />If this is an example of HMRC Vision, Values and crap, the sooner they get rid of Pacesetter the better.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29600742611858461.post-763246722862813762011-08-23T20:06:29.302+01:002011-08-23T20:06:29.302+01:00As an enquiry centre worker what should have happe...As an enquiry centre worker what should have happened if he had two forms of ID then they should have filled the left hand details on front page and given it him over the counter. If he had no ID then they should have said he needed to come back with two forms of ID and they would give him an appointment. <br /><br />No Tax Credit forms can be issued without two forms of ID so if he had not brought any ID the Enquiry Centre staff were quite right under the current guidelines to tell him to come back preferably at an appointment if he had ID then we would use discretion and just give out a form.<br /><br />In our office a few months ago we had the situation where an adviser called a "technical expert" during an appointment and the person on the phone refused to deal with it unless the person answered the security questions the adviser said they deaf they cannot do that but she wouldn't have it and a future appointment had to be arranged until a solution could be found.<br /><br />Incidentally the disgraceful charges that the interpreter service charge £140 and travelling costs for a 30 minute appointment.Anonymousnoreply@blogger.com