HMRC Inquiry Centre Closures

David Gauke Excerpts

Tuesday 4th March 2014 Westminster Hall

[Ian Lavery]

I will certainly come to that later in my speech. The hon. Gentleman makes a valid point.

I am fairly positive that the Minister—perhaps he can indicate that this is the case—met PCS representatives this morning.

[The Exchequer Secretary to the Treasury (Mr David Gauke)]

indicated assent.

[Ian Lavery]

The Minister nods positively. I am pleased: perhaps he can assure me that support will be given to staff who are uncertain about their future and that compulsory redundancies will not be made.

--- Later in debate ---

[The Exchequer Secretary to the Treasury (Mr David Gauke)]

It is a great pleasure to serve under your chairmanship this afternoon, Dr McCrea. I congratulate the hon. Member for Wansbeck (Ian Lavery) on securing this debate and putting across his points with characteristic clarity and force. Although I can understand his and other Members’ concerns about the new HMRC service, particularly the plans to close its network of inquiry centres, I hope to provide reassurance that the changes will in fact provide better support to customers who require extra help to get their taxes and payments right. I want to focus on three areas: the impact on HMRC staff, whether there will be continued provision of face-to-face service and what the changes will really mean for those who currently use the inquiry centres.

First, let me begin, as the hon. Member for Wansbeck did, with the impact of the proposals on existing HMRC staff. Members will be aware that HMRC has recently written to all MPs about the introduction of the new service. That letter includes confirmation, which I would like to stress again today, that the plans are no reflection on the dedication and commitment of the 1,300 staff working in the inquiry centres. It is simply the case that HMRC can better support customers if it uses its money and staff in other ways.

Since the original consultation on the proposed new service began last year, HMRC has been discussing the impact of the changes with staff in inquiry centres and trade unions. As the hon. Member for Wansbeck pointed out, I met PCS representatives this morning to discuss the changes. Staff have been advised of the options and support available to them, dependent on their personal circumstances. The options include opportunities to apply for one of 450 roles in the new service.

A voluntary exit scheme has been opened for inquiry centre staff who wish to leave the Department on favourable terms, and HMRC has good reason to expect that a significant number will take the option to leave and pursue their futures elsewhere. HMRC will also, of course, do everything possible to redeploy as many staff as possible within HMRC or to help them to find other roles within the civil service. For those who go into the redeployment pool, the offer of a one-to-one meeting is still in place—it has certainly not been withdrawn.

It is worth bearing in mind HMRC’s history as an employer. It has reduced in size significantly over the past nine years, but there have been only 35 compulsory redundancies. Although I cannot provide any guarantees that there will be no such redundancies, HMRC’s record in avoiding such eventualities is strong.

Secondly, I would like to address the concerns of those who have suggested that the closure of the inquiry centres marks the end of HMRC’s dedicated face-to-face advisory service. Let me reassure them that that is definitely not the case. A face-to-face service is about people; it is not about bricks and mortar. What is important is that HMRC provides an accessible and flexible face-to-face service that meets the needs of customers. Such a service is at the heart of the new system, which will provide face-to-face meetings where that is most convenient to customers. Today’s customers increasingly want to access services online, by phone and face to face when they need them. That is what the new service will focus on providing.

[Grahame M. Morris (Easington) (Lab)]

Will the Minister give way?

[Mr Gauke]

I give way to the hon. Gentleman, who has just arrived.

[Grahame M. Morris]

I apologise for being late; I have been tied up in a Committee. The Minister mentions the responsibility to maintain customer services. Does he feel that it is sufficient merely to put posters in the windows of the offices that have closed? Is that sufficient notice to give the public, particularly when the feedback from the pilots was that that was not an effective method of communicating with the public?

[Mr Gauke]

It is important that HMRC communicates the closure of inquiry centres. It has written to all Members of Parliament on the matter and will take other steps to ensure that our constituents are aware of the changes.

Inquiry centres are not universally distributed across the country, and large parts of the UK are not even served by them. My hon. Friend the Member for Ceredigion (Mr Williams), who is no longer in his place, raised the position of rural areas. Rural areas do not tend to be well served by inquiry centres at present. There has been a sharp decline in the use of inquiry centres. Visitor numbers have halved from more than 5 million in 2005-06 to just over 2 million in 2012-13, and the number of face-to-face appointments also dropped by four fifths to 140,000 last year.

[Ian Lavery]

Is it not the case that individuals who wish to have a face-to-face meeting will be vetted on the telephone, and then someone will adjudicate whether they need one?

[Mr Gauke]

I will turn to how the new service will work in a moment, if the hon. Gentleman will bear with me. HMRC’s in-depth research further revealed that nine out of 10 of those who visited an inquiry centre last year did not require a face-to-face appointment and would have been able to resolve their queries through a phone call or by visiting the HMRC website.

[Ian Lavery]

On that point, will the Minister give way again?

[Mr Gauke]

I am keen to answer the hon. Gentleman’s question, but I will give way.

[Ian Lavery]

Where on earth did that information come from? Surely, people who wanted a face-to-face meeting had one and thought it beneficial. Where do the statistics that the Minister has just mentioned come from?

[Mr Gauke]

They are the result of research undertaken by HMRC. Matters can often be resolved over the telephone rather than in a face-to-face meeting. The hon. Gentleman rightly highlighted a case in which an 85-year-old gentleman caught two buses to attend an inquiry centre. If it is possible to drive that service more easily over the telephone, so be it, but there are circumstances in which a face-to-face meeting will be appropriate, so that will be provided.

HMRC’s research has highlighted that up to 1.5 million customers need extra help with their tax and benefits affairs. Many of them need help only for a specific event in their lives, such as when they approach retirement. Others may have low literacy skills, or a mental health condition may make it difficult for them to cope with their affairs. The new, more accessible service will be tailored to the needs of customers who require extra help. Specialist help will be provided over the telephone by extra support advisers who have the time, skills, knowledge and empathy to handle customers’ inquiries at a pace that suits them, and who can identify when a customer needs extra help. If a customer’s query cannot be dealt with over the phone, they can arrange a face-to-face meeting with a team of mobile advisers based across the United Kingdom. Such meetings can be arranged at a time and place convenient to the customer, and extra help will be delivered through HMRC’s voluntary and community sector partners who have been provided with extra funding so that they can support more customers and refer them directly to the new service.

[John Cryer (Leyton and Wanstead) (Lab)]

The Minister says that the service will be more accessible, but can he guarantee that? More than 280 offices will be closed. It is very difficult for the ordinary man and woman in the street to see how the service will be more accessible than it is now. I am sure that he will use the phrase, “Taking the service to the people, rather than people coming to bricks and mortar.” The advantage of bricks and mortar is that it cannot be closed down or moved. Services that go into the community can disappear: lorries, vans or whatever vehicles are used for mobile services can disappear.

[Mr Gauke]

The point I was making is that, yes, 281 inquiry centres are being closed, but there will be something like 350 venues that will be used for face-to-face meetings under the new regime. HMRC fully acknowledges that there is a need to deal with those people who require enhanced support and face-to-face meetings. It has been clear about that.

[John McDonnell]

The problem with call centres is that in order to secure a face-to-face meeting, someone has to get through on the phone. At the moment, the Public Accounts Committee has set HMRC a performance target of 90% of calls for 2013-14, but performance, as at December 2013, was 76.2%. So HMRC is significantly failing its existing call centre targets already.

[Mr Gauke]

It is worth making the point that HMRC has recently gone through one of the biggest peaks for telephone calls during the year, which is the self-assessment deadline at the end of January, and it met the 90% target even on the last day of January, so there is some progress in terms of HMRC’s contact centre performance.

In the time that I have available, I will turn to the consultation and pilots. As many hon. Members will be aware, in developing and refining the new service, HMRC undertook a wide-ranging consultation on its proposals last year. It also piloted the new service in the north-east of England from June to December 2013, closing 13 inquiry centres including, as we have heard, the Morpeth inquiry centre in the constituency of the hon. Member for Wansbeck, so as to run the live trial. Feedback from customers and staff has helped to shape the service that will now be rolled out nationally, which includes introducing alternative routes for deaf, hard-of-hearing and speech-impaired customers to contact HMRC online, and making it easier for a friend or family member to contact HMRC on behalf of a customer to arrange a face-to-face appointment.

Customers who have used the new service have liked it. Independent research has shown that the new service has delivered an improved service for customers who need extra help, compared with their previous experiences with HMRC. Some calls, particularly those about tax credits, can also be handled effectively by HMRC’s contact centre advisers. I know that concerns have been raised about the ability of contact centres to cope with the increased demand, as the hon. Member for Hayes and Harlington (John McDonnell) said. However, as I have said, even in the self-assessment tax return peak in January, HMRC handled almost nine out of 10 calls first time.

I conclude by reassuring hon. Members that HMRC is making these changes for two main reasons: first, to better meet the needs of those 1.5 million customers who need more help with their tax and benefits; and, secondly, to ensure that the services it provides represent the best value for money for taxpayers. Many inquiry centre staff will have the opportunity to apply for roles in the new service; many others will choose to leave HMRC through a voluntary exit scheme, or will seek redeployment to other roles within HMRC or in other Government Departments. In short, HMRC is doing the right thing for its customers and for the country, and as a responsible employer it is treating its staff with consideration and respect as it implements this important new service.

Question put and agreed to.