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.

Monday, 29 June 2015

HMRC Throws £45M At Taxpayer Service Issues

I see that HMRC has promised to throw £45M at its customer service problems, specifically call handling problems, in the hope that the issues can be fixed.

Seemingly around 3,000 additional staff will join customer service teams, in addition to 2,000 staff who are being moved over from other parts of HMRC to help with the tax credits deadlines, letters and forms.

Lin Homer is quoted by Accountancy Age:

"Good customer service is an absolute priority for HMRC. We set ourselves the target to answer 80% of calls, to provide a more consistent level of service across the year and to reduce peaks and troughs in service levels between busy and quieter times."
All very well, maybe. However, two small points:

1 The £45M is not extra money, it is money taken from other parts of HMRC's budget.

2 FFS stop calling taxpayers "customers", address that issue first!

Tax does have to be taxing.

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  1. I think someone should point out to Lin Homer that HMRC's absolute priority for the last decade and still is... Is reducing costs! The majority of these cost reductions have fallen on headcount reduction & office closures.
    Time after time the promised efficiencies from updated IT systems used to justify staff cuts have failed to materialise.
    3000 new telephone advisers is simply shutting the stable door !

  2. shouldn't HMRC's absolute priority be "collecting tax"???

  3. And prosecuting those that wilfully evade tax. HMRC seem to be in a quandary over what they are supposed to do.