Payroll bureaux and agents -pinpointing the pinch-points of GNS and employer prompts

19 August 2016

We recently published a survey on behalf of HMRC to gather your views on the Automated Penalty Appeal Service and your experience of receiving messages via the Generic Notification Service.

One very popular comment from payroll bureaux – which has been said many times since the introduction of Generic Notifications and Employer Prompts, is:

“It would be exceedingly useful if the Employer's reference was quoted on the emails so that employers with multiple references didn't have to try every reference to discover which one the GNS referred to…”

“Please add in the PAYE reference - with 800 individual in-house companies using the same e-mail address - an e-mail asking me to check for a GNS message is ignored as I do not have the time to check 800 individual online accounts.”

“I am an agent with multiple PAYE clients; the lack of any indication, in the emails received, to which client the notice relates is a major flaw. It would be extremely helpful to include the employer's name in the email notification in future.”

Thank you to everyone who responded to this survey and thank you for all your observations.

Looking specifically at the comments noted above we have been asked if we could provide some screen shots or descriptions of the agent's process in order to establish the point at which the problem occurs and where an enhancement would help for both GNS or e-mail alerts.

Please send any examples you have to policy by Friday 2 September 2016, marked for the attention of Samantha Mann (CIPP Senior Policy & Research Officer). Thank you in advance for taking the time to assist.