SPA News Autumn 2012 - Shell UK

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BUSINESS NEwS iS EvERyThiNg TO yOUR TASTE? Faye Rose, Customer Experience Manager, Shell UK Retail, shares the new Tell Shell programme with us and asks for our help In 2011, Shell UK Retail launched a pilot to gain feedback from customers regarding their experiences of visiting a selected number of Shell forecourts. As a result of the success of the pilot, in January 2012 the Tell Shell programme was launched throughout all company owned UK sites. The “Tell Shell” programme provides realtime customer feedback, giving an insight into the customer’s experience and highlighting opportunities for us to improve. Customers who are part of the Shell Drivers’ Club loyalty programme are prompted to provide feedback via email soon after filling up, while those not in the programme are encouraged to complete an online survey. Customer feedback can be accessed by all UK Retail staff, sales and retailers, so they can monitor the performance of each UK company-owned station. The programme encourages Retailers, as well as Operations and Sales teams, to take immediate action to improve and enhance operational efficiency, and continuously improve the customer experience on site. “Adopting the Voice of the Customer programme and listening to what customers are saying in real time, and reacting according to their needs, we 10 | SPA NEWS hope to provide a better level of customer service. We want to put the customer at the centre of our and our Retailers’ businesses, and this programme will help us to do that,” says Melanie Lane, General Manager – UK Retail. Six-month results of Tell Shell For the first half of 2012, Tell Shell has provided a transparent view of what customers think of their visits to Shell service stations. With over 20,000 pieces of feedback, two-thirds coming from our Shell Drivers’ Club members, the overall rating experience was 8.5/10. Many service stations achieve really excellent scores and feedback, of which they can be justifiably proud, whilst at others the opposite has been the case. The positive feedback has highlighted customers’ appreciation of many aspects of the Shell experience, including Forecourt Attendant Service, the quality of Shell’s fuels, especially Shell V-Power, new layouts and stations newly converted to Shell, our hot food range, and the installation of Costa Coffee machines in over 400 sites. Internally, we have also seen successes in Tell Shell; very positive feedback has been received about the tool, and there is a growing promptness in the action to and resolution of customers’ issues. Although 6.1% of feedback through Tell Shell was negative, this has helped us to understand what customers consider key areas for us to improve in, including: availability of clean toilets; length of queues for pumps and at the till; and staff attentiveness. Through the Tell Shell programme, we know exactly which stations are failing in these areas, and are now working hard to address these problems, so that customers notice the difference and choose to use Shell even more often. will you “TELL SHELL” what you think? As you can see, we’re striving to improve every one of our sites across the country, and we’d love your help. As a Shell Pensioner you’ve even more of a right to tell us what you think, because if our service stations are not up to your standard, they’re not up to ours! To tell us what you think and help us get it right for every customer, on every station, every day: visit www.shell.co.uk/tellshell and tell us how it was for you the next time you visit a Shell station. Shell is looking forward to hearing from you.
TiNA’S NEWS by Tina Gilchrist State benefits incapacity benefit – migration to Employment and Support Allowance (ESA) If you have been receiving Incapacity Benefit that is disregarded for tax purposes, there is no provision for ESA to be non taxable. This means that once you are transferred to ESA, the benefit will become a taxable benefit, and will no longer be disregarded. The migration to ESA from Incapacity Benefit will not affect anyone who reaches state pension age before 6 April 2014. Care home Fees – Capital Limits The capital limits for residential care have remained at the 2011/2012 limit of £23,250 upper limit in England and Northern Ireland, but have increased to £23,250 in Wales and £24,750 in Scotland. The lower limits have remained at £14,250 in England & Northern Ireland but have increased to £15,250 in Scotland. There is no lower limit in Wales. NhS-funded Nursing Care If you are assessed as needing nursing care in a care home, the NHS contribution has remained at £108.70 in England and Northern Ireland, and fixed at £120.56 in Wales. In Scotland, if you are 65 or over and assessed as requiring personal care in a care home, you can receive a fixed payment of £163 per week, with a further payment of £74 if you require nursing care (£237 per week in total). If you are below 65 you are only eligible to receive the payment of £74 for nursing care. Care home Fees – Client Contribution To clarify a point on the charging structure for people who enter local authority residential care and who are asked to make a contribution: even if you have savings that are below the lower Capital Limit, you will be expected to contribute out of your income. Income taken into account by the Local Authority includes: State Pension, Pension Credit, income related Employment and Support Allowance, most Means Tested Benefits, Occupational Pensions, Personal Pensions and Annuity Income. If you are one of a couple, the law does not allow a joint charging assessment; only the resident’s own income and capital affects the assessment. Whatever your source(s) of income, you will be left with no less than the Personal Expenses Allowance (PEA) of £23.50 per week in England, Scotland and Northern Ireland, and £24.00 per week in Wales, although your Local Authority does have discretion to allow more PEA in "special circumstances". Any difference between what you pay and the standard rate is met by the Local Authority. If you choose more expensive accommodation than the Local Authority thinks you need, you will be liable to pay the additional costs, irrespective of income and capital. Taxation Tax Return initiative If HM Revenue & Customs (HMRC) have sent you a Self Assessment Tax Return or notice to complete a tax return for the 2009/2010 tax year or earlier, and you have not yet taken any action, HMRC are offering you a quick and straight forward way to bring your tax affairs up to date. There is also a dedicated telephone helpline to support you, Tel: 0845 601 8818 To take part in the Tax Return Initiative you need to tell HMRC that you intend to do so. You can do this by completing an online form and sending it to HMRC either electronically or by post. It only takes a few minutes. You then need to complete and submit your late tax return(s) and pay what you owe (or claim any repayment that might be due) by 2 October 2012. You can instantly submit your notification form online to HMRC using the 'submit by email' option in the form. Alternatively, you can complete and post your form to: HM Revenue & Customs, Tax Return Initiative Team, Holland House, 20 Oxford Road, Bournemouth, Dorset BH8 8DZ If you do not take advantage of this initiative, and you submit the return and pay what you owe later than 2 October, you will have to pay a fine. A reminder if you have received a paper BENEVOLENcE Self Assessment Tax Return for the 2011/2012 tax year, HMRC must receive it by 31 October 2012 otherwise you will be liable for a penalty. Online returns for the 2011/2012 tax year do not need to be received until 31 January 2013. New Tax helpline and Service for the bereaved People who have suffered bereavement and who need to contact HM Revenue and Customs (HMRC) will now find improved and streamlined processes. The department has created a dedicated telephone helpline and address box for people who need to contact HMRC about PAYE and Self Assessment matters relating to bereavement. Family members or personal representatives who phone HMRC about tax and bereavement will also be able to speak to a dedicated team of advisors. HMRC has, in addition, simplified its guidance and letters to customers to make the process of dealing with tax following bereavement more straightforward. The main form used to finalise the tax affairs of anyone who has died, the R27, has also been redesigned to make it easier to complete. The Bereavement Helpline is 0845 300 0627, where callers will be able to select option buttons to speak to a bereavement tax adviser, 8am to 8pm, Monday to Friday, and 8am to 4pm on Saturday. The address for PAYE and Self Assessment matters relating to bereavement is: HM Revenue & Customs, Pay As You Earn & Self Assessment, PO Box 4000, Cardiff CF14 8HR general Passport Fees The fee for a new passport has reduced from £77.50 to £72.50 from 3 September 2012. A standard passport is 32 pages; if you are a frequent traveller and need extra space for visas, you can apply for a 48-page passport; the fee for this has reduced from £90.50 to £85.50. This is not available for child applications. A reminder that passports are free for those born on or before 2 September 1929. SPA NEWS | 11
Page 1 and 2: ISSUE 160 AUTUMN 2012 OF TRUCKS AND
Page 3 and 4: 138 YEARS AND cOUNTINg … Andy Col
Page 5 and 6: In 1960, after five years in St Hel
Page 7 and 8: STAREhE FUTURE and givE AS yOU LivE
Page 9: WRiTE RULES 6: NO LAUgHINg MATTER..
Page 13 and 14: Born in Newquay, Cornwall, in 1942,
Page 15 and 16: Claret Race Car Scottish haulier, C
Page 17 and 18: Wendy Garbutt “I was proud and in
Page 19 and 20: Bombay street - even more interesti
Page 21 and 22: DEEP SLEEP DEEEP SLEEEP DEEEEP SLEE
Page 23 and 24: cONGRATuLATIONS - MEMBERS’ ANNIVE
Page 25 and 26: FORTHcOMINg REUNIONS Agrichemical g
Page 27 and 28: ThE hyDRO hOTEL iN EASTbOURNE From
Page 29 and 30: NORTh LONDON & hERTS Robert Hillyar
Page 31 and 32: Jones, Peter (74) - Shell UK Oil -

SPA News Autumn 2012 - Shell UK

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