Concentrix

Neil Gray Excerpts

Wednesday 26th October 2016 Commons Chamber

[Jane Ellison]

Well, I have not taken one from my hon. Friend, but I will take one from the Scottish National party and then I will progress to the end of my speech.

[Neil Gray (Airdrie and Shotts) (SNP)]

I understand, with the challenges coming from the Opposition Benches, why she wishes to outsource blame purely to Concentrix, but this Government wrote the contract to incentivise Concentrix’s behaviour and, as confirmed by the Economic Secretary last week in Westminster Hall, sent the personal data to Concentrix to investigate—

[Mr Speaker]

Order. We are tremendously grateful to the hon. Gentleman, but I feel that he has surely concluded his intervention.

--- Later in debate ---

[Mhairi Black]

I appreciate the Minister’s point, but we need to remember that HMRC and the Government were supplying information to Concentrix, so a lot of the fault lies with the Government.

[Neil Gray]

I was talking earlier about Government responsibility—before Mr Speaker rightly encouraged my pithiness. Does my hon. Friend agree that the only way for the UK Government to take proper responsibility is not only by providing substantial and appropriate compensation, but by offering full apologies to those constituents who were wrongly dealt with by Concentrix and this Government?

[Mhairi Black]

I could not agree more.

Concentrix was saying that 95% of mandatory reconsiderations were upheld, but in the next panel before the Select Committee, the chief executive of HMRC said that it was not as bad as 95% and that 73% were upheld. He said that as though it was some kind of problem that—

--- Later in debate ---

[Kevin Foster (Torbay) (Con)]

It is a pleasure to follow the hon. Member for Paisley and Renfrewshire South (Mhairi Black). I welcome the debate, and the opportunity that it gives us to talk about the issues involved in the Concentrix contract, although it is worth noting that it is a month since our exchanges in the House about the Government’s intention to cancel it.

I believe that our goal should be to ensure that the people who pay for the benefits system through their taxes can be confident that fraud and error are kept to a minimum. However, that went badly wrong in this instance, and examples in my constituency reveal some of the places where it went wrong. The hon. Member for Paisley and Renfrewshire South gave us the interesting example of a “philandering shop” in Scotland. In my constituency, someone had supposedly moved in with a bloke living down the road. They rang Concentrix to try to deal with the matter and get some answers, but found that it was quicker to walk to my office with the phone—while still on hold—and sit there for about 20 minutes while we made them a cup of tea and enjoyed the “hold” music that they were listening to. To prove that this had happened, I took a photo of the phone as it went through the hour on hold in my office.

To be fair to Concentrix, it did only take four minutes to tell my constituent “Actually, you should ring HMRC”, but that was the only part of the customer service that was particularly speedy. The only other remarkable thing is that, given the level of concern and the number of issues that have been raised by Members and others, Concentrix was itself surprised to be told that the contract would not be renewed.

[Neil Gray]

Does the hon. Gentleman agree that our constituents deserve an apology for the way in which this matter has been handled not just by Concentrix, but by his party’s Government and HMRC?