Message on behalf of HMRC

CNS has been asked by the NCH to pass on this message regarding contacting the NCH:

All

Following considerate time spent trying to improve the service we are offering to you, and having looked and listened to all of your feedback, I need to ask you all to adhere to the following please to help us at the NCH to help you:

Fax Headers

• Please can you ensure that all entries sent to the NCH are accompanied by a fax header The reason that this makes it easier is because it tells us immediately what the incoming document is, how many pages are attached and contains a contact number in case of pages missing etc
• Export Entry Fax Header
• Import Entry Fax Header
• Please do not re-fax / duplicate entries unless you have been specifically asked to by a member of the NCH. Yesterday alone I came across a number of entries duplicated up to 5 times. When they are 30 pages long this is a lot of paper!

Telephones

• We are still receiving calls from people chasing their entries after 15 – 20 minutes. This naturally means that other people cannot get through. Please can you refrain from calling to check that we have received your entry
• The helpdesk is only intended to answer live entry queries – we are receiving a number of general enquiries that should really be routed through to the National Advice Service – please can you only phone the 0845 number if you have a query specific to a live entry / hold entry

Management contact numbers for NCH are as follows – please do not hesitate to contact them if you have any feedback about their specific entries (could you copy myself in);

Sam Gartside                0161 261 5093 – 24/7 Roster / Route 1 scrutiny import & export

Andy Welland                0161 261 5573 – CAP Team & Days Export Team

Lorraine McEwan           0161 261 7149 – Car imports & Route 3’s

Diane Brownsell             0161 261 7247 – Helpdesk & Paper Handling

Cherryne McLennan       0161 261 7038 – Risk Profiling & Query

James Jepson               0161 261 7221 – Inventory Control

Emma Fargie                 0161 261 5436 – CIE/Personal Effects

Val Nelson                    0161 261 5450 – Route 1 import teams / CVED Team

As always we use your feedback and value and learn from all comments that are sent to us. We are well into our new prioritisation system and from feedback it appears that this is having some positive effect.

Many thanks for your continued support and patience

Laura Pellington

Head of National Clearance HUB