Paul Abbott (PA) Business Customer & Strategy (BC&S) Cora Morley (CM) BC&S Helen Nock (HN) BC& S

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Date of Meeting 5 August 2011 Group Name Chair: HMRC Lead Agent Representatives attending Lincolnshire Helen Jepson Barbara Harewood (BH) ATT/CIOT Matt Herd (MH) Duncan Toplis Ian Smith (IS) ICAEW

Chris Rooke AAT HJ welcomed group & round table introductions. Action points AP1: See WT 43 CM advised that a general service update is provided at each WTSG meeting.

AP1: CM to send link to WTSG minutes CM distributed info re new postal addresses for SA & PAYE customers. Electronic version will be included with minutes.

1 Date of Meeting 5 August 2011 Group Name Chair: HMRC Lead Agent Representatives attending Lincolnshire Helen Jepson Barbara Harewood (BH) ATT/CIOT Matt Herd (MH) Duncan Toplis Ian Smith (IS) ICAEW Mark Poplett (MP) ICAEW Streets Sally Dunlop (SD) ICPA Marian Haines (MHa) HMRC attendees Apologies Paul Abbott (PA) Business Customer & Strategy (BC&S) Cora Morley (CM) BC&S Helen Nock (HN) BC& S Chris Rooke AAT HJ welcomed group & round table introductions. Action points AP1: See WT 43 CM advised that a general service update is provided at each WTSG meeting. CM will send link to the minutes from June meeting when released for publication. PA confirmed that there is a post working group that has instigated the changes. AP1: CM to send link to WTSG minutes CM distributed info re new postal addresses for SA & PAYE customers. Electronic version will be included with minutes. Future correspondence from HMRC will show one of the three addresses for response. If you do not have any correspondence you should write to the appropriate office per slide three. CM expected agents to see an improvement in service due to the introduction of the new process for post streaming to one HMRC office. There is update in WT bulletin 43. Additionally the first phase of Compliance Post has now been implemented. Scanning the incoming mail will mean that the documents and letters received will be linked to the customer case record & it will also help to reduce the risk of post going astray. Post Scanning SD raised concerns about document retention/return. HJ confirmed that process is in place. CM will include link: Handling Incoming Compliance Post Agents asked if tracking system in place. HJ confirmed systems have been introduced. HJ explained that there are plans to roll out scanning compliance post anticipated to start in September but unlikely to have immediate effect in area. CM will update when appropriate.

2 AP2: website updated AP3: Issue/Suggestion for improvements in communication etc. SA manual AP4: ADL should be able to advise expected date for SA repayments held for security checks. Agents were concerned at the apparent random selection for checks. PA advised that we have duty of care; it is a minority of cases involved & apart for the set triggers, there is random selection of cases for security checks. MHa commented that the messages have improved e.g. held pending. Agents should refer cases to AAM if meeting resistance or if unacceptable delays are involved. MHa asked if calls to ADL are recorded as she had anecdotal that agents had been told that there was no recording of call. PA confirmed calls to our general taxes contact centres are recorded the exceptions being most of the specialist technical help lines such as charities and residency etc. CM advised that any examples should be referred to her to take forward as issue. AP5: Done AP6: Per Tax Return Guide page 22 returns must be received by 30 December 2011 to include underpayment in code for 2012/13 Tax Return Guide SA150 Update on Group s existing unresolved issues R40 The project brief will be shared with agent reps once it has been signed off by senior managers. POST See AP1 above. ADL SERVICE & HELPLINES CM drew attention to focus on improvements through better agent understanding. Agents dissatisfied with the Employer Helpline. It is unacceptable to have to listen to numerous inappropriate signposting messages. Suggestions to be submitted to NWTT: opportunity to skip introduction; letters should indicate correct option selection. AP2: CM to submit suggestion re Employers Helpline P2S & ASSOCIATED CODING PROBLEMS Proposal to provide access to P2 codings for all SA customers on track for delivery Oct NOTIFYING NIL EMPLOYER RETURNS Still working in referral register. DMB CM advised that WT has raised the profile of all the issues with DMB. DMB had fundamentally changed way of working but this was not clearly communicated. Although operationally successful some of these changes have led to unforeseen problems for agents and their clients and NWTT are working with DMB on various issues as outlined on page 8 WT 43 and as a result of this work DMB are now bringing more agent focus to their processes and tools. WT 43 May 2011 ISSUES REGISTER CM advised that as the agents do not have access to shared workspace she had included a summary of all the open issues held. CM will do this with future draft agendas. Group should indicate any of interest & CM will update. PA advised that NWTT are exploring methods of communicating issues. WT publication included top five open & closed issues. To raise WT profile NWTT plan to develop a top 10 on the Internet in the future. Update on all issues resolved since last meeting Closed issues digest issued with agenda. 2

3 Key Messages from HMRC Paul Abbott ~ Update on Working Together WTSG leads local WT. PA s main role is supporting WTC s to effectively run WT by providing guidance, briefings and messages & along with the rest of NWTT colleagues gets involved with some issues resolution. WT is healthiest it has been with 48 WT groups nationally. Continuous process for improvement of Tax Agent & Advisers (TAA) site and WT pages on it & PA encouraged agents to use feedback button. SD evidenced that wording should be consistent to enable search e.g. MLR 22 per letter ~ no such form Post meeting note(pmn) now replaced by Reporting changes MLR RCT1. Where changes are made then links should be included to redirect. AP3: CM will submit suggestion re broken links. PA advised that the WT pack was under review & a streamlined pack should be launched Sept/Oct Collectively WT is a powerful pressure group & over the last 4 years has influenced CAAT p/ship registration (work round) DMB Campaigns engagement & changes. Ongoing work ADL single number AAMs Post reorganisation PA advocated need for submission of real time issues. Share information & provide a support network. NWTT do not want to be prescriptive how but want groups to engage with real time. Group discussed the various barriers. Agreed that CM would circulate addresses to open dialogue etc and will be the conduit for the group i.e. when agents each other about an issue they will copy CM into the exchange & CM will copy all agents in to issues submitted to her. AP4: CM to circulate addresses. Agent Strategy Consultation Document May 2011 Responses due 16 September 2011 PA outlined main principles: a. Enrolment which will allow a more flexible relationship with agents who will be registered with HMRC and will not need a separate registration each time they take on a new client or undergo the current verification procedures each time they contact us about one of their clients. b. Self serve - which will allow HMRC to place more control in the hands of enrolled agents allowing them to carry out some of the more routine day to day transactions around PAYE and SA etc. c Differentiated Agent service/agent Performance creating an agent view that allows HMRC to see an agent s client portfolio to establish what services would most benefit that agent and clients & tailor HMRC support services to meet the agent s & clients needs thus help to raise performance. HMRC recognise that agents play a vital role in the delivery of the tax system & value our working relationship but realise it could be better. We want to introduce changes to improve the service we offer our agent customers to take account of your needs improve compliance performance & make tax administration more efficient & consistent. HMRC will differentiate between agents in business & those who support individuals, such as family & friends etc and provide tailored service to meet their different needs Group discussion about agent profiling & tailored services. PA confirmed that HMRC will use profile to understand client, identify potential problem areas & offer tools and other support to assist the agent. General conversation about the link to agent performance & BH raised concerns about the effect on client relationship. MHe concerned that agents making a commercial decision will be disadvantaged. PA advised the intention is to give agents more autonomy. HJ referred to the document HMRC does not want to create a situation where the compliance of clients is the determining factor in the 'agent view' as that may result in less compliant clients being refused access to agent services and their compliance falling further. Page 27 Consultation Document. 3

4 MHa questioned refusal of TTP when a company pays dividends. Group discussion & consensus was that dividends should not be paid prior to settling liabilities etc. CM advised that where a company asks us for a 4 PA encouraged group to read the document & feedback through professional bodies, individually and or via CM to collate a WT group response. Feedback is vital & will influence the end product. Feedback General principles are welcomed but with some reservations. Agents raised some concerns around handling non complaint agents. They will be discussing within their professional bodies and participating in feedback. CM indicated the potential opportunity to meet the Agent Strategy Team. Agents are apprehensive about self serve. Consideration should be given to phase roll out e.g. initially releasing the single view to facilitate familiarisation. HMRC need to think about training agents to use the self serve system. HMRC BANK ACCOUNTS CM advised agents that Bank of England accounts will be closed from 9 August Any payments directed to the Bank of England accounts after this date will be rejected automatically by the banking system and returned to the originating bank. Banking Information IMPACT OF REDUCTION OF LOSS ON NEW PENALTIES HJ: This will depend on circumstance but if loss has merely been carried forward & not been claimed/set off against tax then there can be no penalty as no tax has been lost. The basis of any penalty calculation is the additional amount of tax payable, or reduction in tax claimed as repayable as a result of correcting the inaccuracy. If the loss is merely carried forward there is no additional tax due so the loss figure to carry forward will be readjusted. New Issues Referred to National WT Team STATE PENSIONS HMRC continue to ignore agents figures for state pensions. CM referred to process (see AP3 page1). Major problem is that where agents figure is replaced by that held by HMRC the client will get the demand in advance of the customer service message explaining the discrepancy of tax due. This impacts on client customer relationship. Consideration should be given to deferring any additional tax due from the change until the agent has seen the revised calculation. PAYMENT ENQUIRY HELPLINE See ADL & Helplines above. Agents are wasting time queuing & it is not always obvious which option they need when responding to correspondence. ADL & Helplines should advise anticipated queuing time; offer opportunity to circumvent introductory signposting; letter should indicate option needed. TAX CODING As agents rely on clients to inform any revisions in tax code consideration should be given to include wk/mth 1 indicator on coding notice in addition to the customer service message which is on the back & clients often fail to advise. CM will put forward suggestion however this should be resolved for SA clients in October 2011 (see update above) SERVICE/SYSTEM ISSUES Suggestion ~ system issues & messages etc should be on front page of HMRC website ~ see the Companies House etc or at least home page for agents & advisors. DMB Concerns raised re the operational process of DCA. These collectors are going out without up to date details, presenting themselves as HMRC rather than identifying themselves as acting on behalf of HMRC, not carrying out security checks, having no idea of whether a payment arrangement could be set up and generally seeming to want to take goods as a default setting rather than to negotiate a payment plan. CM reminded agents that DMB field force officers will have specific debt, do not have access to records & recent changes will not be reflected. TTP arrangements were discussed. CM confirmed that nothing had changed. CM to add to DMB issues & referred group to pages 8 & 9 WT 43 WT 43 and page 9 WT 44 for additional information on DMB

5 TTP arrangement, and we have information or see that they recently paid out dividends while they were running up a tax debt, we would refuse a TTP arrangement on the grounds that they have preferred to use the money elsewhere, and the shareholders should support their company. It is a routine question our staff asks to establish that we are not being used to fund other creditors. We are committed to doing everything we can to support viable businesses going through short term cash flow difficulties via time to pay arrangements, however, there is little HMRC can do for a business whose viability is dependent on not paying the UK taxes to which they are liable, or on special treatment not available to other customers with similar tax affairs. New Issues Resolved at the Meeting SA Check Compliance check as discrepancy between SA TR & employers information. Conflicting advice apparently rec d. CM responded if this is a one off issue relating to an individual this should be submitted as an issue through the Agent Account Manager Service by completing an Issue Resolution Service Online Form If this is a common issue and has been experienced by a number of agents it may be submitted through the Working Together channels. From the information you have provided in your it appears to be an issue for the Agent Account Managers. SA Statements Clients have not received their June statements advising them of the tax payment due by 31 July 2011 and attaching the relevant pay slip. There has been a problem with the printing of the statements. SA delayed statements Please remember that a SA361 payslip can be downloaded from the HMRC website. This facility is available on the website until 15 th August. Alternatively please see the information in the Paying HMRC section of the website. CM advised that discussions are progressing regarding the new product to replace the SA361 see page 9 WT 44 WT 44 Mixed Records BH raised issue where a client's name has been changed on HMRC's records as she wanted to alert the other agents. HN gave examples of how this may happen. All instances are referred to a specialist team mixed record unit. Due to the nature of these enquiries, it is difficult to establish how long it will take to correct the records individual cases. AOB WORKING TOGETHER NEWS STORIES CM: It is intended that the WT publication (WTP) includes more local news related stories. The NWTT would like to capture ideas and suggestions from Local WT groups on topics in relation to local news stories that can be considered for the WTP. This will be standing agenda item. Any ideas to be passed to CM for submission. AP5: Agents to highlight any local news stories for inclusion in WTP CONTINGENCY PLANS ~ EMERGENCY CONTACT CM needs to include an emergency contact number in event that meeting is cancelled at short notice. This will not be shared with the group. AP6: CM will send request NEW LEARNING TOGETHER PRODUCT CM advised that the WT agents were the principal contributory group to the survey. The new product will deal with the Appeals/Review and Dispute resolution Process. CM will update when released etc. HJ will include briefing on Single Compliance Process (SCP) at next meeting. AP7: CM to include on agenda Date of Next Meeting Friday 4 November 2011 Lawress Hall Lincoln Next proposed date Friday 9 March

6 Summary of Action Points AP1: CM to send link to WTSG minutes AP2: CM to submit suggestion re Employers Helpline AP3: CM will submit suggestion re broken links. AP4: CM to circulate addresses AP5: Agents to highlight any local news stories for inclusion in WTP AP6: CM will send request for emergency contact details AP7: CM to include SCP on agenda Summary of hyperlinks Post Scanning Handling Incoming Compliance Post SA manual Tax Return Guide SA150 WT 43 May 2011 Consultation Document May 2011 Banking Information WT 44 Agent Account Manager Service Issue Resolution Service Online Form SA361 payslip Paying HMRC 6

Agent Representatives attending Nigel Kingsley (NK) CIOT, Sussex ICAEW Peter Roberts (PR) - CIOT, AAT Les Bray (LB)

Date of Meeting 23 June 2014 Group Name Chair: HMRC Lead Agent Lead Brighton - Sussex Tim Lintott (TL) Agent Representatives attending Nigel Kingsley (NK) CIOT, Sussex ICAEW Peter Roberts (PR) - CIOT,