Frank Field – 2016 Parliamentary Question to the HM Treasury

The below Parliamentary question was asked by Frank Field on 2016-01-06.

To ask Mr Chancellor of the Exchequer, what the average time taken is by (a) Concentrix and (b) HM Revenue and Customs to process each tax credit claim adjustment; and what guidance there is in Concentrix’s contract on how long it should take to process each tax credit claim adjustment.

Mr David Gauke

The average time taken by Concentrix to carry out a tax credit intervention – from writing to the claimant, receiving and investigating any response, through to closing the case and making any adjustment to the award – is 91 days. The average time taken by HM Revenue and Customs (HMRC) is 64 days, but the figures are not comparable because the profiles of cases worked by Concentrix and by HMRC are different.

Concentrix are required under their contract with HMRC to complete 80% of High Risk Change of Circumstances interventions (these are a subset of Concentrix’s caseload consisting of the highest risk cases) within 75 days and 100% of such cases within 90 days. So far in 2015/16 they have closed 95.5% of these interventions within 75 days.