Appendix B: Delivery of tax credits
Jump to
| Number of sites | Number of staff | Responsible for: | |
| Policy | Two sites London, Preston | 24 including Tech Support | maintenance of tax credits policy, including changes to legislation, and providing technical advice to operations |
| Debt Management Service | 167 sites | 179 | banking payments & collecting direct recovery overpayments through telephone contact, correspondence, personal call and enforcement action |
| Contact Centres | Seven sites Dundee, Livingston, Bathgate, Newcastle, Peterlee, Merry Hill, Belfast | 2,650 | telephone contact with applicants, employers and representatives |
| Enquiry Centres | 285 sites | face-to-face contact, emergency payments and additional services | |
| Tax Credits Offices | Three sites Liverpool, Preston, Belfast | Total no. of staff: 4,100 | dealing with exceptions in making or maintaining tax credit awards, including appeals (160), complaint-handling (340), disputed overpayments (620), calls back on complex cases (70) |
| Programme Office | One site London | Total no. of staff: 10 | delivering the Programme and co-ordinating day to day operation of Tax Credits |
| Compliance | Large teams in: Preston, Longbenton Plus teams in many local offices around the country | Staff in Preston and Longbenton: 350 Staff in local offices: 870 | risk based approach to detecting and correcting non compliance by Child Benefit and Tax Credit customers |
| IT Live Service | Three sites Blackpool, Longbenton, Telford | Total no. of staff: 152 | day to day IT support, written guidance, call process across tax credits |
| IT Development | One site Telford | Total no. of staff: 27 | changes and improvements to the tax credits computer system, determining IT architecture, requirements and testing in conjunction with our IT partners |
