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| Thousands struggle to access childcare on glitchy website | Thousands struggle to access childcare on glitchy website |
| (about 9 hours later) | |
| Thousands of parents in England are struggling to get subsidised childcare as they grapple with a glitchy website eight months after it was set up. | Thousands of parents in England are struggling to get subsidised childcare as they grapple with a glitchy website eight months after it was set up. |
| In some cases, money meant for fees has become stuck in tax-free childcare accounts, leaving some parents unable to pay their nursery bills. | In some cases, money meant for fees has become stuck in tax-free childcare accounts, leaving some parents unable to pay their nursery bills. |
| Others struggled to apply for or reconfirm their free childcare. | Others struggled to apply for or reconfirm their free childcare. |
| The government says that fewer than 2% of the 320,000 parents who have opened accounts had encountered problems. | The government says that fewer than 2% of the 320,000 parents who have opened accounts had encountered problems. |
| It added that earlier teething problems had been put right with extra resources and insists the website is running smoothly for the majority of parents. | It added that earlier teething problems had been put right with extra resources and insists the website is running smoothly for the majority of parents. |
| 'Disappointment' | 'Disappointment' |
| But nursery and pre-school organisations say thousands of parents have experienced major problems using the HMRC-run website. | But nursery and pre-school organisations say thousands of parents have experienced major problems using the HMRC-run website. |
| They have had to devote hours to helping parents resolve issues through repeated calls to the telephone helpline, they say. | They have had to devote hours to helping parents resolve issues through repeated calls to the telephone helpline, they say. |
| And many parents have ended up relying on the goodwill of nursery bosses to keep looking after their children while they work, until compensation payments are forthcoming. | And many parents have ended up relying on the goodwill of nursery bosses to keep looking after their children while they work, until compensation payments are forthcoming. |
| It comes after problems in the spring and summer when parents struggled to claim eligibility for either the 30 hours scheme for three and four-year-olds or the tax-free childcare - the government's two key schemes aimed at making childcare more affordable. | It comes after problems in the spring and summer when parents struggled to claim eligibility for either the 30 hours scheme for three and four-year-olds or the tax-free childcare - the government's two key schemes aimed at making childcare more affordable. |
| Debbie Raylan, a volunteer administrator at a nursery in Nantwich, said she had been supporting parents who had money locked in tax-free accounts and who were unable to reconfirm their right to claim free childcare. | Debbie Raylan, a volunteer administrator at a nursery in Nantwich, said she had been supporting parents who had money locked in tax-free accounts and who were unable to reconfirm their right to claim free childcare. |
| "One lady I helped, had to make over 100 phone calls, literally, to get the problem sorted. | "One lady I helped, had to make over 100 phone calls, literally, to get the problem sorted. |
| "This lady was looking at either giving up her job or finding someone else to look after her children. This is real life, it impacts on people." | "This lady was looking at either giving up her job or finding someone else to look after her children. This is real life, it impacts on people." |
| One mother of two, Kathleen Shields, told the BBC her children's tax-free accounts had been wiped, and that helpline staff could not say when they would be up and running again. | |
| Although, she was able to withdraw the funds she had paid in, she has been left more then £400 out of pocket for only two months' childcare costs as the government top-up cannot be received in the account. | Although, she was able to withdraw the funds she had paid in, she has been left more then £400 out of pocket for only two months' childcare costs as the government top-up cannot be received in the account. |
| "I would like to voice my disappointment," she said, "and highlight how difficult this makes things for hardworking families - mine and the countless others impacted by this." | "I would like to voice my disappointment," she said, "and highlight how difficult this makes things for hardworking families - mine and the countless others impacted by this." |
| She is claiming compensation. | She is claiming compensation. |
| 'Ongoing problems' | 'Ongoing problems' |
| Purnima Tanuku, chief executive of the National Day Nurseries Association, said she had heard from too many members for these issues to be confined to "teething troubles". | Purnima Tanuku, chief executive of the National Day Nurseries Association, said she had heard from too many members for these issues to be confined to "teething troubles". |
| "It is causing ongoing problems," she said. | "It is causing ongoing problems," she said. |
| "Too many nurseries are saying they have parents who are struggling both to register and reconfirm their eligibility, something they must do every three months." | "Too many nurseries are saying they have parents who are struggling both to register and reconfirm their eligibility, something they must do every three months." |
| She said it had taken months for many nurseries themselves to register, with one taking more than a year to have its details approved. | She said it had taken months for many nurseries themselves to register, with one taking more than a year to have its details approved. |
| "Here, the parents who had signed up for tax-free childcare were unable to use this towards their child's place at that nursery." | "Here, the parents who had signed up for tax-free childcare were unable to use this towards their child's place at that nursery." |
| One of the key issues causing problems currently seems to be linked to the three-monthly reconfirmation. | One of the key issues causing problems currently seems to be linked to the three-monthly reconfirmation. |
| In order to secure the government subsidy for the term that has just started, parents were required to reconfirm by 31 December. | In order to secure the government subsidy for the term that has just started, parents were required to reconfirm by 31 December. |
| Neil Leitch, chief executive of the Pre-school Learning Alliance, said: "It's incredibly disappointing that the long-running problems with the government's Childcare Service still haven't been resolved. | Neil Leitch, chief executive of the Pre-school Learning Alliance, said: "It's incredibly disappointing that the long-running problems with the government's Childcare Service still haven't been resolved. |
| "This is an IT system meant to support a flagship government policy and yet, more than eight months after its launch, we are still hearing reports of parents who cannot do the simplest things. | "This is an IT system meant to support a flagship government policy and yet, more than eight months after its launch, we are still hearing reports of parents who cannot do the simplest things. |
| "This is understandably causing much anger and frustration, something not helped by the government's insistence that all is fine with the website despite a wealth of evidence to the contrary. | "This is understandably causing much anger and frustration, something not helped by the government's insistence that all is fine with the website despite a wealth of evidence to the contrary. |
| "The government must get a grip on this problem once and for all, and ensure that the system it is asking parents to use is actually fit for purpose." | "The government must get a grip on this problem once and for all, and ensure that the system it is asking parents to use is actually fit for purpose." |
| Ms Tanuku added that her organisation had been flagging up these issues on a regular basis with HMRC and attending advisory meetings regularly. | Ms Tanuku added that her organisation had been flagging up these issues on a regular basis with HMRC and attending advisory meetings regularly. |
| "Despite reassurances from the HMRC, these complaints are too commonplace and we are sure this is the tip of the iceberg." | "Despite reassurances from the HMRC, these complaints are too commonplace and we are sure this is the tip of the iceberg." |
| Nicky Morgan, chair of the Treasury Committee, said problems seem to persist with the website despite HMRC saying it had resolved things. | Nicky Morgan, chair of the Treasury Committee, said problems seem to persist with the website despite HMRC saying it had resolved things. |
| "We've launched an inquiry into childcare, part of which will focus on the impact of these failures on the take-up of government initiatives that aim to make childcare affordable." | "We've launched an inquiry into childcare, part of which will focus on the impact of these failures on the take-up of government initiatives that aim to make childcare affordable." |
| An HMRC spokesperson said: "More than 250,000 parents have successfully reconfirmed their eligibility. Almost all parents receive a response within five working days, and most get their decision instantly. | An HMRC spokesperson said: "More than 250,000 parents have successfully reconfirmed their eligibility. Almost all parents receive a response within five working days, and most get their decision instantly. |
| "If any parent is having a problem reconfirming or needs to speak to us, they should call us on 0300 123 4097." | "If any parent is having a problem reconfirming or needs to speak to us, they should call us on 0300 123 4097." |
| Are you a parent who has had trouble using the HMRC-run website? You can share your experience by emailing haveyoursay@bbc.co.uk. | |
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