Concentrix

Lord Field of Birkenhead Excerpts

Wednesday 26th October 2016 Commons Chamber

[The Financial Secretary to the Treasury (Jane Ellison)]

During the past few weeks, there have been a number of debates in this House about the quality of service provided by Concentrix in helping HMRC to counter fraud and error in our tax system. This is an important opportunity to debate the issue again, and I hope to go a little further in providing the House with information.

It is right that we have debated the issue because during the past few months it has become clear that Concentrix, despite the best efforts of the majority of its frontline staff, was failing to meet the standards we expected and, indeed, that we had specified in its contract. This meant that many of the people whose tax credits were being investigated—we have heard about them in the speech by the hon. Member for Salford and Eccles (Rebecca Long Bailey) and in interventions, and they include my constituents—have been caused needless frustration and distress in resolving their cases. I suspect we will hear more examples as the debate unfolds. I intend to address the specific points in the motion, but as the hon. Lady accurately speculated, I may need in due course to write to her about aspects of the contractual arrangements, for reasons that may become obvious as I go through my speech.

[Frank Field (Birkenhead) (Lab)]

Before the Minister leaves the human suffering aspect of this debate, may I welcome the speed with which she has responded to the letter and memoranda of cases that I, like other Members, have submitted to her? If we are not only talking about learning lessons from the contract, may I ask how we can quickly get compensation to the people who have been adversely affected? Will she give an undertaking today—she may have such an undertaking in her speech— that people whose benefits have been cut by Concentrix will be informed of the hardship fund that she has established so that they can quickly apply for help?

[Jane Ellison]

The right hon. Gentleman is right to anticipate that I will touch on that issue. I will reflect on his point. I do not know about the arrangements for being proactive in telling people, but there are arrangements in place. When I get to that point, he can let me know if he does not think they are adequate.

Given that so many hon. Members on both sides of the House have made such efforts to support their constituents during recent weeks—the human aspects of this issue are absolutely uppermost in our mind today—I should bring the House up to date on the action taken to rectify the situation. As I informed the House last month, we decided on 13 September not to pass any new cases to Concentrix. Instead, it was intended that it should concentrate on resolving outstanding cases. HMRC staff stepped in to reinstate a quality customer service, such as making sure that people could once again get through on the phones. We know how critical it is for people to be able to get through and have their voice heard.