“This latest PAC report delivers a sobering message for HMRC. Despite some improvements due to an investment of £51m in May 2024, HMRC’s telephone service is in a very poor state, causing frustration for taxpayers and agents. While new and improved digital services are key, they need significant investment and HMRC must ensure that traditional methods of communication are supported.
“The committee does not pull any punches in its assessment that the current state of play is eroding trust in the tax system. This is a worrying finding that may have significant consequences for tax collection. The government must do all it can to invest in and support HMRC in putting this right.”
ENDS
Notes to editors:
- The recent joint ICAEW – CIOT report on HMRC customer service found that HMRC could save 1.7m hours of call handlers’ time a year by eliminating progress chasing calls and included recommendations for how improvements might be made.
- ICAEW’s evidence to the Public Accounts Committee for this inquiry can be read here.
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