| 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
Cumbernauld, Shipley, Worthing
144 local recover offices
|
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
Numbers per site range from 300 - 600
|
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 |
