TAX &
BENEFITS SERVICE
Freephone 0800 9882377 Tax & Benefits Service
Advice NI’s specialist Tax and Benefits Advice Service, supported by HM Revenue and Customs (HMRC), offers advice and support to members of the public and organisations, struggling with HMRC products and services. The service specialises in helping HMRC customers understand their entitlements and tax responsibilities regarding Tax Credits, Child Benefit, Self- Assessment, PAYE, Taxes (direct/indirect), National Insurance Contributions and National Minimum Wage. During the year it dealt with over 6,000 enquiries.
The project is delivered via a number of channels including face to face, a Freephone line, email service and a range of online self-help multi-lingual web resources.
In recognition of the services provided and the outcomes achieved for vulnerable clients, Advice NI received additional funding from HMRC to further enhance the project. This included resources to facilitate additional outreach venues and increase the capacity of the Freephone helpline to support clients out of hours. The additional funding enabled the service to target particular needs enhanced groups such as people who need help and/or who are experiencing a key life event (for example people entering the workforce, moving in and out of work, preparing for retirement and household breakdown), people who have low levels of literacy, people with poor financial skills, people whose first language is not English, people who have a disability or mental health problems, self-employed and single parent households.
In addition to service delivery, Advice NI also assisted the HMRC Needs Enhanced Support team in identifying and sourcing venues to provide their new service for customers who need extra help.
Case Study
Client was a young man caring for his 2 children after the breakdown of his marriage. He was working 35 hours per week and claiming tax credits with a childcare element. Client received a compliance letter stating that HMRC was reviewing his award i.e. the childcare costs. He ignored the letter, thinking HMRC would get in touch with the childcare providers, resulting in the childcare element of his tax credits being removed and his tax credits reduced; this also caused an overpayment. Initially he thought the reduction was due to his income level but a few months later his tax credits reduced again as HMRC was now recovering the overpaid childcare costs. The adviser assessed the situation, gathered the relevant evidence and appealed the decision. The appeal was upheld and HMRC reinstated his full claim. Client was very pleased as his overpayment of £3,489 was remitted and his tax credit award also increased from £62.28 per week to £138.41 per week.
8
Arfawn Yasin Project Manager, Advice NI, Sue Stevenson & Jennie Hammond Tax & Benefits Advisers, Advice NI
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35