R3 are aware that members are currently experiencing difficulties in contacting the Insolvency Service – Redundancy Payments Service (‘RPS’). At present the RPS is experiencing high volume of communications, which is impacting on their ability to service the needs of Insolvency Practitioners (‘IPs’) and others.
Dear IP 88 initially informed IPs of the difficulties, however, the RPS have now circulated a more detailed note containing advice for IPs to ensure that priority queries are responded to promptly as possible –
To: all Insolvency Practitioners and their staff From: Ranuka Jagpal, Business Services Director, the Insolvency Service
As you may be aware the Redundancy Payments Service is currently experiencing a high level of demand and this is having an impact on your ability to contact us.
Please accept our apologies for the continued inconvenience this is causing. We are working hard to process payments and answer queries within our target timeframes.
We have also taken action to prioritise the service we provide to Insolvency Practitioners and their staff.
Prioritising emails
The best way to contact us is by email. To help us to prioritise your emails please enter IP: Update needed in the subject line.
We will escalate all emails we receive with this subject line and deal with them as a priority.
RP14 upload guidance
We have produced updated guidance to help Insolvency Practitioners, and their staff, to upload RP14 and RP14A forms. We are in the process of working on new upload templates, which will help to reduce the number of upload errors. Please continue to check Guidance for Insolvency Practitioners for updates.
New case set ups
Unfortunately there were initially some delays in case sets ups, and we apologise for any inconvenience this caused. This has now been resolved and you can expect new cases to be set up in the usual timeframe of 48 hours.
Proof of debt forms
We apologise for the ongoing delays in issuing proof of debt forms. We recognise the impact this is having on your work.
A new automatically produced proof of debt form was created to coincide with the launch of our new case management system. Following an issue with a small number of claims, we identified a discrepancy which could result in the agency over claiming. A solution is being worked on urgently.
In the interim we will work with office holders on completion of the proof of debt to discuss options if we cannot submit within the appropriate timescales.
Can I take this opportunity to thank you for your continuing patience while we work towards returning to our usual high levels of service.