HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Wednesday, 24 July 2013

NAO Blows Its Own Trumpet


In December 2012 the National Audit Office (NAO) published a report, Customer Service Performance, which noted that HMRC received 79M calls and answered 74% of them in 2011/12, exceeding a provisional target of 58%. However, as the NAO stated, HMRC didn't exactly have high aspirations:

"HMRC’s service targets are lower and cover fewer areas than those of other organisations."
However, despite these low aspirations, the service level was unsatisfactory; as could be seen from the headline figure approximately 20M calls went unanswered. Those who did manage to get through had to wait on average 282 seconds before being put through to an adviser.

Moving on to the present day, the NAO is now claiming some "glory" from the report in that the NAO claims that this report has resulted in an improvement in the way HMRC deals with its customers

The NAO impact statement says that HMRC now plans to answer 80% of calls within five minutes, introduce more online services and replace the expensive 0845 helplines with 03 numbers.

All very jolly no doubt, except that in March this year I wrote:
"HMRC's target of answering 80% of calls within five minutes is "unambitious and woefully inadequate", and would still leave 16 million people waiting longer than five minutes."
The NAO should be a little less keen to blow its own trumpet in the future, unless there is a genuinely impressive improvement in performance from one of its audited organisations.

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"

5 comments:

  1. So, what benefit in kind has anyone in the NAO received on the back of this?

    ReplyDelete
    Replies
    1. Hah,
      had a look at the phrase "blowin' smoke up my a@@" and came across an explanation that applies to all HMRC claims:-

      "to bullshit or lie, to tell a falsehood. originally comes from the era of snake-oil salesmen and traveling hucksters pandering cure-all ointments.....as such, the phrase became the euphemism it is today for selling a line of nonsense to an otherwise naive or unsuspecting rube."
      and;
      "

      Delete
  2. I'd rather spend 5 minutes waiting on an 03 number at zero cost than be paying 40p/min to ring the old 0845 or 0870 number.

    ReplyDelete
  3. I'd rather not have to phone this bunch of tw@ts in the first place without having to pay, wait or listen to some fecking list of options before getting through to an illegal immigrant who doesn't pay tax tell me what i should be doing.
    You need to watch the afternoon shift going in to the call centres!

    ReplyDelete