Beta This part of GOV.UK is being rebuilt – find out what this means

HMRC internal manual

Debt Management and Banking Manual

From
HM Revenue & Customs
Updated
, see all updates

Customer contact and data security: safety: safety whilst out on call including Field Force arrangements

When out on call

When you are calling at customer’s homes and business premises:

  • make sure your office knows the area you are visiting and your work schedule
  • always remember to show your identity card
  • try and make your calls during your normal working hours where possible.

If you have to make calls outside of normal working hours make sure you have a point of contact with someone from work during the course of the day and when you have finished your day’s business telephone the nominated office contact point.

See below for Field Force arrangements.

Recording and reporting incidents

As soon as possible after an incident ask any person who assisted you to act as a witness and to make a statement. If it is not practicable to get statements immediately make a note of the witnesses’ names and addresses.

It is vital that where you encounter abusive or violent behaviour when out on call you should consider updating the customer record. If the customer has an IDMS Taxpayer Record you could make a note on the Taxpayer Notes and Assets screen. By doing this you are forewarning the next officer who needs to consider calling there.

If an incident does occur where you are the victim of physical assault, threat, intimidation or where there is a likely threat of future assault, report the incident to the local Police immediately. Wherever possible the job holder should do this and obtain a crime number. (This content has been withheld because of exemptions in the Freedom of Information Act 2000) form HR V101(This content has been withheld because of exemptions in the Freedom of Information Act 2000)  (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Field Force guidance

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)