It was to be expected that it would take some time for the £51m investment in HMRC customer service, made by the former government in May 2024, to be reflected in HMRC’s performance statistics. HMRC needed to recruit and train additional staff before any improvement would become apparent.
However, the latest statistics, for July to September 2024 do show some improvement, particularly towards the end of the quarter.
| Quarter ended 30 September 2024 | Quarter ended 30 June 2024 | Apr 2023 to Mar 2024 | Target | |
|---|---|---|---|---|
| Customer Satisfaction | 80.6% | 78.5% | 78.6% | 80% |
| Customer correspondence cleared within 15 working days | 76.8% | 77.1% | 76.3% | 80% |
| Customer correspondence cleared within 40 working days | not yet available | 91.2% | 88.9% | 95% |
| Net easy score | +63.8 | +60 | +59.2 | +70 |
| Telephones: adviser attempts handled | 72.9% | 57.5% | 66.4% | 85% |
| Telephones: average speed of answer | 18.19 minutes | 27.02 minutes | 23.14 minutes | None |
| Telephones: callers waiting for more than 10 minutes | 63.9% | 75.9% | 70.7% | None |
| Level of HMRC debt | £44.8bn | £43.4bn | £44.6bn | None |
ICAEW understands that HMRC is currently meeting its target of answering 85% of calls. The additional funding was specifically aimed at achieving this target. The November spending review allocation to HMRC is expected to fund this level of customer service until March 2026. Funding for future years depends on the three-year spending review expected in Spring 2025. ICAEW will continue to press for HMRC to be adequately funded.
ICAEW is currently working with the Chartered Institute of Taxation on a report on HMRC customer service. This will be launched on 11 December 2024.
The Tax Faculty
ICAEW's Tax Faculty is recognised internationally as a leading authority and source of expertise on taxation. The faculty is the voice of tax for ICAEW, responsible for all submissions to the tax authorities. Join the Faculty for expert guidance and support enabling you to provide the best advice on tax to your clients or business.
Further resources
Latest news
TAXwire and Tax Track
Stay up to date with the latest developments by signing up to the Tax Faculty's weekly enewsletter and listening to the Tax Track podcast series.
Listen now Newsletter sign upPractical guidance
Tax Faculty resources
The Tax Faculty offers expert guidance and support enabling you to provide the best advice on tax legislation to your clients or business. We offer clear direction in taxing times. Membership is open to everyone.
ICAEW support
Training and events
Browse upcoming and on-demand ICAEW events and webinars focused on developments in tax practice and policy.
See what's coming up A-Z of CPD courses
