The Telegraph reports that taxpayers turning to HMRC for help with their tax affairs are hanging up before even getting through on the phone, as call waiting times have surged.
For the first time in years, HMRC exceeded its average five-minute waiting time per call target in 2019, the latest figures to the end of December, released this month, showed.
The average length of time taxpayers had to wait on the phone before being able to speak to an adviser increased by almost 40pc compared to the previous year and by more than 50pc when compared with 2017. On average, taxpayers waited six and a half minutes to get through on the phone in 2019, but others waited far longer.
Nearly 30pc of callers were left on hold for more than 10 minutes last year, a massive increase on the previous year, when just 17pc of callers were left waiting for 10 minutes or more.
Close to four million people hung up the phone while on hold and did not call back over the past nine months, according to the official figures.
An HMRC spokesperson said:
“We are very sorry that some of our customers have waited too long to get through to our helplines over the last year. We’ve taken steps to improve our service and our average waiting times are currently around our five-minute target.
We’ve introduced a range of popular digital services like web-chat and online tax accounts so more customers are getting what they need without having to call us. But we know that some customers want to talk to us directly and we’re doing all we can to keep all waiting times as low as possible.”
Tax does have to be taxing.
Tax Investigation Insurance
Having a Solar Protect Tax Investigation Insurance policy at your disposal means that should you be one of the many 1000's of businesses or individuals that are selected by HMRC each year to look into your tax affairs your own accountant (your tax return agent) can get on and defend you robustly.
You have the peace of mind knowing that your accountants (your tax return agent) fees will be paid by the insurance without any Excess for you to find.
Please click here for details.
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"
We used to be under strict instructions in the local offices to answer a phone within 5 rings. Then came Call Centres...
ReplyDeleteAs a retired civil servant I well remember my Grade 7 being adamant that our telephone switchboard should answer an incoming call within 60 seconds even at the busiest time of the day. What a surprise when after retiring I attempted to a HMRC office where the phone wasn't answered after ringing for 60 minutes: public service Zero! Even if one writes using snail mail letters are lost or one is lucky to receive a meaningful response for months and of course email is Verboten! Conclusion another shambolic government organisation only fit for purpose in a banana republic!
ReplyDeleteHMRC are doing better than Scottish Power
ReplyDeleteThe result of office closures, institutionalised bullying and mismanagement by those who are not qualified. Goes by the name of building our future oddly. Expect more of the same folks.
ReplyDeleteWho in their right mind would want to work for HMRC, when the violent bullying culture (look at the consistency in numerous Indeed.co.uk reviews) is widely known about? This 'organisation ' will continue it's downward trajectory, as nobody's ever been prosecuted for the harm caused. Expect it to get worse and worse.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteI wish someone would be brave enough to post Nellthorp Guardian article on Respect at Work Yammer. Sure that would result in summons too.
ReplyDeleteIt's fake news. Nobody is interested , except you. Get over yourself.
DeleteKudos to the resigning Home Office Permanent Secretary for bravely calling out the bullying culture in his former department. Will any of the HMRC senior managers ever have the guts to call out their violent bullying culture, compounded by vicious cover-ups and smears, or are they all a bunch of gutless cunts with blood on their hands?
ReplyDeleteOh dear, your neurotic ravings are becoming increasingly unpleasantly graphic.so many comic mixed metaphors Have you run out of medication?
DeleteNobody in HMRC has blood on their hands. Get over yourself.
DeleteI hear that HMRC's useless Field Force have been told not to visit taxpayers due to Coronavirus fears - anyone able to confirm?
ReplyDeleteInteresting if so, as HMRC generally have little regard for the health of staff, and they would be diverging from official government advice to the public which is to carry on usual. What impact will this have on money collected?
I'm currently on hold for 40 minutes...
ReplyDelete