Baroness Ritchie of Downpatrick
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Concentrix: Tax Credit Claimants
Baroness Ritchie of Downpatrick Excerpts(7 years, 6 months ago)
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Ms Margaret Ritchie (South Down) (SDLP)
I congratulate my right hon. Friend the Member for Slough (Fiona Mactaggart) on bringing the debate to the House. Like many right hon. and hon. Members, I have been inundated with desperate calls from constituents who have had their tax credits cut. Although blame has been apportioned to Concentrix, the company was being forced to meet targets because the contract involved payment by results. I have seen constituents reduced to tears after being accused of misdemeanours in a very humiliating and degrading way in relation to their applications. On investigation, it was found that they were not at fault at all, so all their anxiety was unfair and totally unwarranted.
Let us be clear that the fault lies with HMRC, which set the targets and placed the policy and operational failure at the door of Concentrix. The failure lies with HMRC because over the years it has been peddling a cost-cutting exercise and closing offices. We have seen that in Northern Ireland. We have seen competent staff forced to centralise in other locations. HMRC has not been doing its job properly. It has been targeting the wrong individuals—the poor and the vulnerable. Will the Minister specify what will happen to the contract? Will it be outsourced again? Frankly, I believe that HMRC needs to row back and have a much more friendly, sympathetic and humanitarian attitude towards claimants, particularly those who have been reliant, in a very unnecessary way, on food banks.