Adjudicator Judy Clements OBE, publishes her 2009/10 Annual Report today.
This is the seventeenth report since the formation of the office in May 1993.
Judy Clements writes:
“I am very pleased to present my second annual report and the first to encompass my work as Adjudicator.”
The new Adjudicator inherited a significant backlog of work when she started in her role. From the outset she set clear priorities to:
• restore customer service performance to acceptable levels
• review outcomes and learning
• work with the departments to ensure complaints are dealt with efficiently and timeously.
She goes on to say:
“Since the last report, much has been achieved and significant improvements have been undertaken in my office to drive changes to our working practices and maximise efficiency.”
HMRC complaints continue to form the majority of cases and the report highlights work led by the Adjudicator, alongside HMRC and staff from the Parliamentary and Health Services Ombudsman (PHSO), to clarify the decision making process for the Extra-Statutory Concession, A19.
This report also details her work with HMRC Tax Credits Office (TCO) which has led to sustained improvements in the quality of the TCO complaints process.
The sound relationships with the VOA and The IS are highlighted too and these are complemented by discussions with third sector groups (such as Tax Aid, Tax Help for Older People and the Low Incomes Tax Reform Group) to begin to consider specific customer needs.
Judy Clements was appointed Ajudicator in April 2009 for complaints about HM Revenue & Customs (HMRC), the Valuation Office Agency (VOA), The Insolvency Service (The IS) and the Office of the Public Guardian (OPG).
This report covers the period 1 April to 31 March 2010 and is available free of charge from the Adjudicator’s Office, 8th Floor Euston Tower, 286 Euston Road, London NW1 3US. Telephone 0300 057 1111 or 020 7667 1832. It is also available on www.adjudicatorsoffice.gov.uk