Home responsibilities protection. What else can I do?

debsf1

Hi all. I need some advice please.

I applied for backdated home responsibilities protection in 2022 as there is a large gap in my NI history from 1978 to 1995. I had children in those years and stayed home to care for them, children were born in Oct 78, July 80 and June 82. I claimed and received the CB in my name.
HMRC refused to update my NI records. I started to claim my SP in July 23 and as a consequence of those missing years I don’t qualify for full SP, it’s not a lot of difference but that’s not the point, as Tesco say, every little helps.

I have contacted HMRC 3 times since the original request and they give me a different answer each time. I have been told that as my daughters were not born in April of those years I’m not entitled to HRP as they’re not full financial years, I have been told that I didn’t have children in those years 🤔 even though I have given them all of the details they need, and they have told me that I didn’t receive CB but my late husband did (he didn’t!) and that I need to request a transfer of his HRP to my account. I did this some weeks ago online and haven’t heard a thing. 

Everyone that I’ve spoken to at HMRC have been as miserable as sin and really very unhelpful, constantly talking over me and not listening to me, how I’ve managed to keep my temper with some of them I don’t know.
Even their official letters have a certain tone to them. The last one had a sentence stating ‘If you believe that your household was, indeed, in receipt of child benefit then you may wish to complete the transfer section of a CF411 HRP application form’.

I don’t believe, I KNOW that I personally was receiving the CB payments. 

As I mentioned, I have done the request to transfer online but I’m now beyond frustrated with the situation as I feel that no-one is actually listening to me.

What else can I do to get this situation sorted properly? 

Thanks in advance.

jem16

The bit about HRP only being for full financial years is true at least.

First and foremost though, if you do manage to sort this HRP will it make a difference to your state pension as pre 2016 years won’t necessarily do so?

How many years up to April 2016 do you actually have? Have you been contracted out at any point?

debsf1

Hi, thank you for your response. From 78 - 95 no full years. 96 - 23 are full. As far as I’m aware I wasn’t contracted out at any of my jobs. 

JoeCrystal

Out of interest, did you pay the small stamps at the time? I know it was abolished in 1977, but married women at the time were still able to pay the reduced rate. I don't know if that's partly the reason, but I thought I would mention it just in case.

jem16

debsf1 said:

Hi, thank you for your response. From 78 - 95 no full years. 96 - 23 are full. As far as I’m aware I wasn’t contracted out at any of my jobs. 

Ok so at least 3 of the years should help and perhaps more depending on the contracting out situation. How much do you currently receive in state pension?

The non-full qualifying year will probably mean 1978/79 would not get HRP. After that it wouldn’t matter when the children were born if you were always getting Child Benefit. However in saying that it used to be that you didn’t get Family Allowance for the first born child - I can’t remember when that stopped and you got it for the first one too. 

The married woman’s small stamp might be important too if you were on that when you stopped work to have your child. I believe it drops off after two years unused though. 

If you’re getting nowhere it might be time to go down the official complaint route. You can do this online. 

https://www.gov.uk/complain-about-hmrc

Marcon

debsf1 said:

Hi all. I need some advice please.

I applied for backdated home responsibilities protection in 2022 as there is a large gap in my NI history from 1978 to 1995. I had children in those years and stayed home to care for them, children were born in Oct 78, July 80 and June 82. I claimed and received the CB in my name.
HMRC refused to update my NI records. I started to claim my SP in July 23 and as a consequence of those missing years I don’t qualify for full SP, it’s not a lot of difference but that’s not the point, as Tesco say, every little helps.

I completely sympathise with your frustration, but how much are we talking about? If it's not a lot of difference, and you are driving yourself up the wall trying to make a claim, how much is your sanity worth v the extra you might get?

Everyone that I’ve spoken to at HMRC have been as miserable as sin and really very unhelpful, constantly talking over me and not listening to me, how I’ve managed to keep my temper with some of them I don’t know.
Even their official letters have a certain tone to them. The last one had a sentence stating ‘If you believe that your household was, indeed, in receipt of child benefit then you may wish to complete the transfer section of a CF411 HRP application form’.

I'm no apologist for poor customer service, but the staff at HMRC will have been constantly in the firing line with very few resources to draw on, and dealing regularly with rude, aggressive and infuriated callers as well as those trying their best to be polite and reasonable in the face of what looks (and may well be in some cases) abject incompetence.

I don’t believe, I KNOW that I personally was receiving the CB payments. 

As I mentioned, I have done the request to transfer online but I’m now beyond frustrated with the situation as I feel that no-one is actually listening to me.

How long ago did you make the request? There is massive backlog and HMRC is hopelessly understaffed, so you could be looking at upwards of 3 months or quite a bit longer now this issue has hit the headlines. 

Sometimes an official complaint is the right route; other times it just clogs up the system even more as resources are applied to dealing with the complaint (usually by means of yet another holding letter). Try https://www.gov.uk/guidance/check-when-you-can-expect-a-reply-from-hmrc and you'll get an estimate. I've just done so with a 'guessed' date of 30 June and got the response that a reply could be expected by 9 October; they are currently processing HRP-related applications received on 19 May.

jem16

Marcon said:

debsf1 said:

Hi all. I need some advice please.

I applied for backdated home responsibilities protection in 2022 as there is a large gap in my NI history from 1978 to 1995. I had children in those years and stayed home to care for them, children were born in Oct 78, July 80 and June 82. I claimed and received the CB in my name.
HMRC refused to update my NI records. I started to claim my SP in July 23 and as a consequence of those missing years I don’t qualify for full SP, it’s not a lot of difference but that’s not the point, as Tesco say, every little helps.

I completely sympathise with your frustration, but how much are we talking about? If it's not a lot of difference, and you are driving yourself up the wall trying to make a claim, how much is your sanity worth v the extra you might get?

Everyone that I’ve spoken to at HMRC have been as miserable as sin and really very unhelpful, constantly talking over me and not listening to me, how I’ve managed to keep my temper with some of them I don’t know.
Even their official letters have a certain tone to them. The last one had a sentence stating ‘If you believe that your household was, indeed, in receipt of child benefit then you may wish to complete the transfer section of a CF411 HRP application form’.

I'm no apologist for poor customer service, but the staff at HMRC will have been constantly in the firing line with very few resources to draw on, and dealing regularly with rude, aggressive and infuriated callers as well as those trying their best to be polite and reasonable in the face of what looks (and may well be in some cases) abject incompetence.

I don’t believe, I KNOW that I personally was receiving the CB payments. 

As I mentioned, I have done the request to transfer online but I’m now beyond frustrated with the situation as I feel that no-one is actually listening to me.

How long ago did you make the request? There is massive backlog and HMRC is hopelessly understaffed, so you could be looking at upwards of 3 months or quite a bit longer now this issue has hit the headlines. 

Sometimes an official complaint is the right route; other times it just clogs up the system even more as resources are applied to dealing with the complaint (usually by means of yet another holding letter). Try https://www.gov.uk/guidance/check-when-you-can-expect-a-reply-from-hmrc and you'll get an estimate. I've just done so with a 'guessed' date of 30 June and got the response that a reply could be expected by 9 October; they are currently processing HRP-related applications received on 19 May.

She did say she applied way back in 2022. Granted the most recent attempt may have been sooner but over three years and it’s still no further forward is rather over the top. 

Suzycoll

debsf1 said:

Hi all. I need some advice please.

I applied for backdated home responsibilities protection in 2022 as there is a large gap in my NI history from 1978 to 1995. I had children in those years and stayed home to care for them, children were born in Oct 78, July 80 and June 82. I claimed and received the CB in my name.
HMRC refused to update my NI records. I started to claim my SP in July 23 and as a consequence of those missing years I don’t qualify for full SP, it’s not a lot of difference but that’s not the point, as Tesco say, every little helps.

I have contacted HMRC 3 times since the original request and they give me a different answer each time. I have been told that as my daughters were not born in April of those years I’m not entitled to HRP as they’re not full financial years, I have been told that I didn’t have children in those years 🤔 even though I have given them all of the details they need, and they have told me that I didn’t receive CB but my late husband did (he didn’t!) and that I need to request a transfer of his HRP to my account. I did this some weeks ago online and haven’t heard a thing. 

Everyone that I’ve spoken to at HMRC have been as miserable as sin and really very unhelpful, constantly talking over me and not listening to me, how I’ve managed to keep my temper with some of them I don’t know.
Even their official letters have a certain tone to them. The last one had a sentence stating ‘If you believe that your household was, indeed, in receipt of child benefit then you may wish to complete the transfer section of a CF411 HRP application form’.

I don’t believe, I KNOW that I personally was receiving the CB payments. 

As I mentioned, I have done the request to transfer online but I’m now beyond frustrated with the situation as I feel that no-one is actually listening to me.

What else can I do to get this situation sorted properly? 

Thanks in advance.

Hi

I think most have answered your question

The only input I have is you say your late husband? If you are a widow -  Is it possible that you can 'claim' some of his State Pension?

Apologies if I have misconstrued some details 

Marcon

jem16 said:

Marcon said:

debsf1 said:

Hi all. I need some advice please.

I applied for backdated home responsibilities protection in 2022 as there is a large gap in my NI history from 1978 to 1995. I had children in those years and stayed home to care for them, children were born in Oct 78, July 80 and June 82. I claimed and received the CB in my name.
HMRC refused to update my NI records. I started to claim my SP in July 23 and as a consequence of those missing years I don’t qualify for full SP, it’s not a lot of difference but that’s not the point, as Tesco say, every little helps.

I completely sympathise with your frustration, but how much are we talking about? If it's not a lot of difference, and you are driving yourself up the wall trying to make a claim, how much is your sanity worth v the extra you might get?

Everyone that I’ve spoken to at HMRC have been as miserable as sin and really very unhelpful, constantly talking over me and not listening to me, how I’ve managed to keep my temper with some of them I don’t know.
Even their official letters have a certain tone to them. The last one had a sentence stating ‘If you believe that your household was, indeed, in receipt of child benefit then you may wish to complete the transfer section of a CF411 HRP application form’.

I'm no apologist for poor customer service, but the staff at HMRC will have been constantly in the firing line with very few resources to draw on, and dealing regularly with rude, aggressive and infuriated callers as well as those trying their best to be polite and reasonable in the face of what looks (and may well be in some cases) abject incompetence.

I don’t believe, I KNOW that I personally was receiving the CB payments. 

As I mentioned, I have done the request to transfer online but I’m now beyond frustrated with the situation as I feel that no-one is actually listening to me.

How long ago did you make the request? There is massive backlog and HMRC is hopelessly understaffed, so you could be looking at upwards of 3 months or quite a bit longer now this issue has hit the headlines. 

Sometimes an official complaint is the right route; other times it just clogs up the system even more as resources are applied to dealing with the complaint (usually by means of yet another holding letter). Try https://www.gov.uk/guidance/check-when-you-can-expect-a-reply-from-hmrc and you'll get an estimate. I've just done so with a 'guessed' date of 30 June and got the response that a reply could be expected by 9 October; they are currently processing HRP-related applications received on 19 May.

She did say she applied way back in 2022. Granted the most recent attempt may have been sooner but over three years and it’s still no further forward is rather over the top. 

Yes, and it was rejected repeatedly on various grounds. The request to which I was referring is clearly fairly recent:

....they have told me that I didn’t receive CB but my late husband did (he didn’t!) and that I need to request a transfer of his HRP to my account. I did this some weeks ago online and haven’t heard a thing. 

Plenty of people will be absolutely certain that they received the CB in their own name, but memories can play tricks - ditto official records! Hence the need to wait until the requested transfer has been completed and with luck the issue will be resolved.

As is so often the unwelcome (but accurate) answer, patience is likely to be the best course of action.

jem16

Marcon said:

jem16 said:

Marcon said:

debsf1 said:

Hi all. I need some advice please.

I applied for backdated home responsibilities protection in 2022 as there is a large gap in my NI history from 1978 to 1995. I had children in those years and stayed home to care for them, children were born in Oct 78, July 80 and June 82. I claimed and received the CB in my name.
HMRC refused to update my NI records. I started to claim my SP in July 23 and as a consequence of those missing years I don’t qualify for full SP, it’s not a lot of difference but that’s not the point, as Tesco say, every little helps.

I completely sympathise with your frustration, but how much are we talking about? If it's not a lot of difference, and you are driving yourself up the wall trying to make a claim, how much is your sanity worth v the extra you might get?

Everyone that I’ve spoken to at HMRC have been as miserable as sin and really very unhelpful, constantly talking over me and not listening to me, how I’ve managed to keep my temper with some of them I don’t know.
Even their official letters have a certain tone to them. The last one had a sentence stating ‘If you believe that your household was, indeed, in receipt of child benefit then you may wish to complete the transfer section of a CF411 HRP application form’.

I'm no apologist for poor customer service, but the staff at HMRC will have been constantly in the firing line with very few resources to draw on, and dealing regularly with rude, aggressive and infuriated callers as well as those trying their best to be polite and reasonable in the face of what looks (and may well be in some cases) abject incompetence.

I don’t believe, I KNOW that I personally was receiving the CB payments. 

As I mentioned, I have done the request to transfer online but I’m now beyond frustrated with the situation as I feel that no-one is actually listening to me.

How long ago did you make the request? There is massive backlog and HMRC is hopelessly understaffed, so you could be looking at upwards of 3 months or quite a bit longer now this issue has hit the headlines. 

Sometimes an official complaint is the right route; other times it just clogs up the system even more as resources are applied to dealing with the complaint (usually by means of yet another holding letter). Try https://www.gov.uk/guidance/check-when-you-can-expect-a-reply-from-hmrc and you'll get an estimate. I've just done so with a 'guessed' date of 30 June and got the response that a reply could be expected by 9 October; they are currently processing HRP-related applications received on 19 May.

She did say she applied way back in 2022. Granted the most recent attempt may have been sooner but over three years and it’s still no further forward is rather over the top. 

Yes, and it was rejected repeatedly on various grounds. The request to which I was referring is clearly fairly recent:

....they have told me that I didn’t receive CB but my late husband did (he didn’t!) and that I need to request a transfer of his HRP to my account. I did this some weeks ago online and haven’t heard a thing. 

Plenty of people will be absolutely certain that they received the CB in their own name, but memories can play tricks - ditto official records! Hence the need to wait until the requested transfer has been completed and with luck the issue will be resolved.

As is so often the unwelcome (but accurate) answer, patience is likely to be the best course of action.

The first two reasons given were plainly wrong. Not a full financial year would only matter in the case of the first child and being told you don’t have any children when you have three is rather ridiculous I’m sure you’ll agree.

Perhaps if she’d been told about transferring HRP in the first place , even if it is actually wrong, rather than two blatantly wrong reasons, then I might agree with the need for patience to see if that fixes the issue.

squirrelpie

Given that the OP thinks she herself was receiving child benefit, and given the previous errors in HMRC responses, I tend to agree with @jem16 that a complaint rather than yet more patience is probably called for at this point.