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.

Thursday, 8 August 2013

HMRC Call Handling Rate Collapses

My thanks to a loyal reader for sharing the following:
"HMRC only managed to answer 10.2% of telephone calls on Tax Credits deadline day last week."
Does anyone have any more details on this, and is there a reason that the call handling rate was so poor?

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 (, also available via the domain, is brought to you by "The Living Brand"


  1. Obvious, HMEC, in error, published the true statistics for once!

  2. Stating the obvious8 August 2013 at 15:33

    Same reason flood barriers collapse if you keep borrowing bits of it to build roads and don't replace the bits on the flood barrier before a flood hits.

  3. A number of questions?

    How many calls the the tax credit helpline were made on the deadline day & why? Was this more than HMRC had forecast and why?

    How many staff were made available to answer calls to the tax credit helpline on deadline day? and was this a suitable number to match their demand forecast?

    Of course the answers would raise many more questions!

  4. 1 million calls they received, which is the excuse being used

  5. And what usually happens on a deadline day? D'oh!

    It is the last day you Muppets, and usually when the largest volume of calls would be expected!

    What percentage of calls to the Tax Credits Helpline would normally be expected to be answered?

    Perhaps Pinsent Masons could provide answers as they appear to be doing all the talking for HMRC on the media.

    1. But I thought HMRC had a customer behaviour insight team who use their mystical powers to persuade people to spread their calls evenly !!!

  6. Sons & Daughters of Babylon!

    The only mysticism connected with HMRC is why the taxpayers tolerate such a bad "customer experience".

    RTI may well turn out to mean Rudimentary Timid Inefficient as an epitaph.