HMRC’s Dismal Service Levels: A Taxing Farewell for Sir Jim Harra

The chief executive of HM Revenue & Customs (HMRC), Sir Jim Harra, has stepped down after a 41-year career, leaving behind a legacy overshadowed by the tax authority’s worst customer service levels on record. As taxpayers grapple with long wait times, unanswered queries, and a labyrinthine system, Harra exits with a staggering £107,000-a-year pension, rising annually with inflation, and a £278,000 tax-free lump sum, according to The Telegraph’s calculations. While Harra sails into retirement with financial security, the public is left questioning why such rewards are bestowed upon a leader who presided over a customer service catastrophe.

 

HMRC’s service levels have plummeted to unprecedented lows under Harra’s six-year tenure as chief executive. Call waiting times have ballooned, with some taxpayers reporting hold times exceeding an hour—when they manage to get through at all. In 2023, HMRC’s own data revealed that only 60% of calls were answered within 10 minutes, a far cry from the 85% target. Millions of calls go unanswered annually, leaving individuals and businesses in limbo, often facing penalties for late filings or payments due to HMRC’s own inefficiencies. The tax authority’s digital services, touted as a solution, are plagued by glitches and a user-unfriendly interface, further alienating those seeking help.

 

Small businesses, the backbone of the UK economy, have been hit hardest. Many report spending hours navigating HMRC’s systems, diverting precious time from running their operations. Self-employed individuals and landlords, already burdened by complex tax rules, face delays in resolving queries that can lead to financial strain. The introduction of Making Tax Digital, a flagship policy under Harra’s watch, has been widely criticised for its rushed implementation and lack of support, piling additional pressure on taxpayers.

 

HMRC’s staffing cuts, justified as cost-saving measures, have gutted its capacity to deliver. Since 2010, the department has slashed thousands of jobs, leaving remaining staff overwhelmed and under-resourced. Morale is reportedly at rock bottom, with whistleblowers describing a culture of burnout and mismanagement. Yet, despite these failures, Harra walks away with a pension package that most taxpayers can only dream of—a bitter pill for those who’ve spent hours on hold or faced fines due to HMRC’s blunders.

 

Defenders of Harra might argue he inherited a challenging system, with Brexit and the pandemic adding unforeseen pressures. But these excuses wear thin when the decline in service has been consistent and predictable. Other public sector organisations faced similar strains yet managed to adapt without leaving citizens stranded. HMRC’s leadership, under Harra, failed to prioritise the taxpayer, instead leaning on platitudes about “digital transformation” while the phone lines rang unanswered.

 

The irony is palpable: a tax authority that ruthlessly pursues citizens for minor errors rewards its outgoing chief with a six-figure pension for overseeing a shambolic operation. Harra’s golden goodbye is an insult to the millions who’ve endured HMRC’s dysfunction. As his successor steps in, the public deserves more than promises of reform—they need a complete overhaul of a system that’s failing those it’s meant to serve. Until then, HMRC’s service levels remain a taxing injustice, and Harra’s pension a glaring symbol of unaccountability.

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Tax does have to be taxing.

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Jim Harra To Retire From HMRC

The head of HMRC Sir Jim Harra is going to step down as chief executive after 40 years working at the tax authority

He has confirmed that he will retire from the Civil Service in April 2025. He extended his term by six months from the usual five-year tenure, to lead HMRC through the general election and the following months.

Harra said in a LinkedIn post: ‘I am due to complete my tenure as first permanent secretary/chief executive in the spring, when I will be retiring from HMRC and the Civil Service.

‘The recruitment exercise to find my successor is now under way. If you have the right skills and experience, please consider applying – it’s a fascinating and rewarding role with national impact, for candidates of the right calibre.’

Harra has been chief executive and first permanent secretary at HMRC since 2019. He originally took the post on an interim basis in January 2018 after replacing Sir Jon Thompson when he left the Civil Service to head up the Financial Reporting Council (FRC).

Harra has led the organisation during a turbulent time with the budget under pressure and increasing criticism about a deterioration in customer service. Cost cutting saw a move to slash telephone helplines earlier this year, but the decision was overturned in days due to an outcry from professional bodies and the then chancellor Jeremy Hunt.

‘I have been exceptionally proud to work in HMRC for over 40 years and to lead the Department since I was appointed to this role in October 2019,’ said Harra.  

‘I’ve always been incredibly proud of the work we do to improve the lives of others right across the UK, supporting taxpayers and collecting the money which pays for vital public services. 

‘I will continue to focus in the coming six months to deliver the government’s priorities and our vision of a modern, trusted tax and customs authority.’

Harra has been at the tax authority for 40 years, having begun his career in the Inland Revenue as an inspector of taxes in 1984. In January 2009, he was appointed director of corporation tax and VAT, responsible for optimising the design and delivery of these business taxes. He became director of personal tax customer operations in March 2011, and director of personal tax operations in October 2011. He was appointed director general for business tax in April 2012.

Continuing his upward trajectory, he later was appointed tax assurance commissioner and director general customer strategy and tax design.

In July, Harra was knighted in the King’s birthday honours list.

At the time, Harra said: ‘I have always been incredibly proud of the work HMRC does to support UK taxpayers and to collect the money which pays for vital public services.

‘This recognition is very much a result of the collective hard work of everyone at HMRC – and I am truly honoured to receive it, in what is my 40th year anniversary with the department.’

The job is advertised on Civil Service Jobs with a salary of £185,000 to £200,000, and a civil service pension with an employer contribution of 28.97%. The closing date for applications is 22 October. The chief executive reports directly to the Cabinet Secretary.

Tax does have to be taxing.

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Rewarding Failure - Arise Sir Jim Harra

 

Jim Harra, chief executive and first permanent secretary at HMRC, has been knighted as he received a Knight Commander of the Order of the Bath, otherwise known as a KB, for public service in the King’s Birthday Honours.

This award for Harra is one of the highest honours in the land and goes to senior civil servants and members of the military ‘for exemplary service’.

Harra said: 

‘I have always been incredibly proud of the work HMRC does to support UK taxpayers and to collect the money which pays for vital public services.

This recognition is very much a result of the collective hard work of everyone at HMRC – and I am truly honoured to receive it, in what is my 40th year anniversary with the department.’

Also at HMRC, Alan Evans, director general and general counsel, legal group, who leads the litigation team, is given a Companion of the Order of the Bath honour for services to the government legal profession, to tax and to diversity.

BeeBee Rashida Giddings, higher officer at HMRC is given a medallist of the order of the British empire award for public service.

If anyone knows the reason why Harra has been knighted, given the mess that HMRC is in, please share it with us?

Tax does have to be taxing.

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HMRC's Stubborn Stance on Phone Line Closures

In an era where the importance of open communication channels is more evident than ever, it is disheartening to see the HMRC's unwavering commitment to a strategy that seems to prioritise cost-cutting over customer service. The recent statement from the HMRC boss, confirming that closing phone lines is still part of their strategy, is a stark reminder of this unfortunate reality.

Ignoring the Backlash

Despite the significant backlash over previous plans to cut helplines, the tax office has refused to rule out future helpline cuts. This decision not only disregards the public outcry but also undermines the essential role that these helplines play in providing timely and accurate tax information to the public.

The Human Element

While digitalisation has its merits, it cannot replace the human element that telephone helplines provide. They offer a direct, personal, and immediate form of communication that many taxpayers rely on, particularly those who are not as tech-savvy or those dealing with complex tax issues.

Quotes from the Treasury Select Committee Meeting

During the Treasury Select Committee session, Jim Harra addressed the issue of taxpayers needing extra support, stating that HMRC identifies customers who need extra support by their individual needs or personal circumstances rather than the reasons for HMRC contact.

"I am not saying we won’t return to this, because it is part of our strategy and we do think it was effective last year.

I’m very disappointed that we have not been able to take what I regard as a modernising step at this point.

Our monitoring tells us that for both our helpline staff, our web chat advisors and also staff on our post teams, they are as effective at home as they are in the office.

So I’m confident, whilst I want to make sure that colleagues comply with working from home policy I’m confident an answer to our problem is not to change the balance of working from home and working in the office.

We know that colleagues answering phone calls at home all have the same productivity as colleagues answering in the office. Whilst we are continuing to implement our office working attending strategy that is not going to make a material difference in the short term to performance of our helplines.”

A Call for Change

It is high time that HMRC reevaluates its strategy. The focus should be on improving and expanding customer service channels, not reducing them. The HMRC must remember that it serves the public, and its strategies should reflect the needs and preferences of the public, not just its budgetary constraints.

In conclusion, HMRC's insistence on closing phone lines, despite the clear public opposition, is a troubling indication of its disregard for customer service. One can only hope that HMRC will listen to the voices of the taxpayers and reconsider its stance on this critical issue. After all, a tax system that does not prioritise the needs of its taxpayers is a system that fails in one of its fundamental duties.


Tax does have to be taxing.

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HMRC Chases Low Hanging £89 Debts

Well, folks, it seems the halls of HMRC are filled with more than just festive cheer this year. No, nestled amongst the spreadsheets and tax codes sits a Grinch disguised as a bean counter – the esteemed Jim Harra, Chief Executive of the taxman himself. 

Recent news has revealed Jim's jolly penchant for chasing taxpayers down for debts as measly as a tenner short of a hundred quid. That's right, folks, if your granny forgot to declare a pack of Werther's Originals on her biscuit tax, Jim's hounds will be baying for your blood (or at least your loose change).

Now, I'm not saying everyone deserves a free pass for a cheeky tenner here or there. 

But seriously, Jim? 

Chasing down folks for less than the price of a decent Christmas pie? 

It's Scrooge-like, bordering on downright miserly. You'd think a man in charge of collecting the nation's dosh would have a bit more perspective. It's not like these folks are dodging Lamborghinis and caviar, are they? They're probably struggling to afford the sprouts this year, let alone a tax debt the size of a gnat's sneeze.

But Jim, in his infinite bean-counting wisdom, claims it's all about "risk-based debt management." Apparently, even a tenner-sized debt can snowball into a mountain of paperwork and wasted resources. Right. Because sending letters and making calls for an eighty-nine quid debt is definitely the best use of HMRC's time and money.

Here's the thing, Jim. When you chase people down for piddling sums, it doesn't make you look efficient, it makes you look petty. It sends a message that you're more interested in squeezing every last penny out of folks than actually making the tax system fair and manageable. And that, my friends, is a recipe for resentment.

So, Jim, if you're reading this, take a tip from an old hand. Lighten up a bit. Show some Christmas spirit. Let the ten-pound debts slide and focus on the real tax dodgers – the ones with offshore accounts and fancy lawyers. That way, you might actually earn some goodwill and maybe, just maybe, make the taxman a bit less Grinch-like in the eyes of the public.

Now, if you'll excuse me, I have a date with a mince pie and a healthy dose of cynicism about the state of our fiscal affairs. Merry Christmas, everyone. And remember, if Old Man Harra comes calling for your fiver, tell him Ken sent you.

Yours in fiscal disbelief,

Ken

Tax does have to be taxing.

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MTD Is A Costly Failure

 

In a recent appearance before a committee of MPs, the hapless and hoepless HMRC chief executive Jim Harra admitted that HMRC had underestimated the scale and complexity of the Making Tax Digital (MTD) scheme. This has led to multiple delays and a budget overrun of more than £1bn.

MTD is an HMRC initiative that aims to move the UK tax system into the digital age. Under MTD, businesses and self-employed individuals are required to keep digital records of their income and expenses, and to submit quarterly updates to HMRC using approved software.

HMRC originally estimated that MTD would cost £226m to implement. However, the cost has now spiralled to over £1.3bn. This is due to a number of factors, including the complexity of the system, the need to upgrade HMRC's IT infrastructure, and the fact that many businesses and self-employed individuals have struggled to adopt the new system.

The delays to MTD have also been significant. The scheme was originally due to be rolled out in 2019, but this has been pushed back several times. The latest estimate is that MTD will not be fully implemented until 2026.

The problems with MTD have led to criticism from businesses and self-employed individuals. Many people have complained that the system is too complex and expensive, and that it has not delivered the promised benefits.

In his appearance before the MPs, Harra acknowledged that the government had made mistakes with MTD. He said that the scheme was "more complex than we thought" and that "we underestimated the challenges".

Harra said that HMRC is now working to address the problems with MTD. He said that HMRC is "committed to making MTD work" and that the scheme will "deliver real benefits for taxpayers".

However, it remains to be seen whether MTD will be able to overcome its current problems and deliver on its promises. The scheme has already been delayed and overspent, and it is unclear whether businesses and self-employed individuals will be able to adopt it on a widespread basis.

The fact is that HMRC has screwed this up big time, and there is no way of God's earth they will get this monstrosity working. As such, we can expect more billions to be wasted before soemone finally pulls the plug.

In the meantime Harra really, really, really should resign!

Tax does have to be taxing.

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Harra Blames Taxpayers For HMRC's Lousy Service

 

HMRC’s chief executive, Jim Harra, defended the tax authority’s customer service and phone line issues in a letter to the Treasury Committee, following reports earlier this month of taxpayers waiting on hold before being cut off and the outage of HMRC phone lines in December. 

Harra acknowledged that wait times this year have increased to 27 minutes, compared to 12 minutes last January, but said that around 65% of the calls to the self assessment helpline during the two weeks ending 8 January 2023 could have been resolved if the taxpayer used HMRC online services instead. 

“When more customers use our online services, this frees up our helpline advisers to offer a better service for those customers who have more complex queries or are unable to use online services...

...not to leave it until the last minute to do so."

Remember folks the state isn't here to help you, you're here to support the state!

Tax does have to be taxing.

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Fraud Losses Inevitable

 

Jim Harra, HMRC’s chief executive, told the Treasury select committee this week that it was “inevitable” billions of pounds of Covid-19 support would be lost to fraud and error, and there was nothing the agency would have done differently during the pandemic.

Jim Harra told MPs the tax inspectorate hadn’t given up chasing down the £5.8bn it had identified as incorrectly allocated, but the number of small claims that added up to huge sums made reclaiming the money almost impossible.

“We expect to recover about £1bn.

It’s not realistic of me to expect us to reclaim all of it.” 

Harra said HMRC’s systems relied on self assessment, with little third-party checks carried out.

“We were up against a potential chilling effect on employment if we had not acted fast,” he said.

Difficult decisions were made about the controls introduced. People we would want to help would otherwise have been excluded.”

Asked if there was anything his office could have done differently, Harra said “no”. 

“Error and fraud are not acceptable, but were inevitable.

If we had the luxury of more time, we could have collected more third-party data to verify what we were told, but it wasn't realistic to do much more.”

Committee chairman Mel Stride said it was “troubling” that HMRC appeared to accept the loss of billions of pounds of public money without any admission it could have done better.

On the plus side, apparently HMRC is now back to its pre pandemic level of "customer service"!

Tax does have to be taxing.

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HMRC Staff Return To The Office for One Day a Week

 

Public Technology reports that HMRC has begun its return to the office, although staff across the department will continue to work remotely for four days a week, on average.

In an all-staff memo sent last week, permanent secretary Jim Harra said more than 16,000 staff who had been working from home during the coronavirus pandemic had returned to offices by the end of September. They included 4,300 staff who had come into the office for the first time in the week leading up to the memo.

He said that by the end of last week, he expected “all colleagues in England and Scotland who have been temporarily working from home during the pandemic, will have agreed a plan with their line manager to return to the workplace for an average of one day a week, using the discussion toolkit”.

Those returning join around 4,000 HMRC staff who have been working from offices during the pandemic. Those civil servants are considered key workers and could not do their jobs remotely.

Staff in Wales and Northern Ireland should continue to work from home, he said.

“I trust that in the coming weeks many of you will have the chance to re-connect face to face with your colleagues and enjoy a taste of office life again,” he said.

Harra said the expected one-day-a-week return “won’t be the same for everyone”.

“Depending on your personal circumstances, you may need more support in making arrangements, so it’s really important that you talk to your manager about what is right for you,” he said. He said National Inclusion Week, which fell on the same week as his message, was a “real reminder to us all to continue to be respectful, kind and inclusive towards each other as more of us return to our offices”.  

The perm sec said he expected there will be “teething problems” as the number of staff working from HMRC’s buildings increases.

“Please help your estates colleagues and location leads, who are doing an excellent job of coordinating all this for us, by reporting any issues that you see, and being patient as we move to our new arrangements,” he said.

The returns process and the toolkit Harra mentioned has been agreed with unions.

The PCS union has told its members they should only return if HMRC meets its agreed criteria to have a plan in place with their line manager, and if it is suitable for their individual circumstances.

“PCS's advice is clear: the discussions between jobholders and managers must happen, so that any concerns about returning can be identified. Where it is not yet possible to establish a set date when you will start working in the office, you can continue to work from home; and you should agree with your manager when during the coming weeks, the situation will be reviewed,” the union said.

It added that union reps have “reiterated to the department that any attempt to force members back to the office would be unacceptable”.

“For its part, HMRC has given a commitment to working with staff, to take reasonable steps to address their concerns and to support them to return. We’ve agreed with HMRC that any concerns arising from the agreed process and procedures will be escalated and resolved,” it added.

Harra’s email came the same week the coronavirus furlough, self-employment support scheme and sick pay rebate schemes came to an end.

“I wanted to take a moment to say thank you to everyone for enabling the department to deliver these schemes so brilliantly, whether you have worked directly on the schemes or held the fort on our usual work,” Harra said.

He said civil servants’ “hard work and commitment” had helped to protect 11.6 million jobs and directly supported 2.9 million self-employed people across the UK.

“I am deeply proud of your dedication and the huge scale of what we have been able to deliver together for individuals and businesses – so, thank you,” he added.

Tax does have to be taxing.

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HMRC's "Need To Know" Definition - "No One Needs To Know"

Senior civil servants at Her Majesty’s Revenue & Customs think this acceptable when dealing with MPs & Lords who dare to ask questions regarding the HMRC #loancharge cover up. pic.twitter.com/Vwke8tVtEo

— Gordon Berry (@wealthagent) June 6, 2021

Tax does have to be taxing.

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Tax Investigation Insurance is an insurance policy that will fully reimburse your accountants (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.

A Solar Protect policy will enable your Accountant (your tax return agent) to:

• Deal with any correspondence from HMRC
• Attend any meeting with HMRC
• Appeal to the First-tier Tribunal or Upper Tribunal
• Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly

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"

HMRC Trending on Twitter

HMRC is trending on Twitter today, the reason being an FOI request about disguised remuneration schemes (aka loan charge) that has just been answered by HMRC.

It would appear that Jim Harra was noit convinced that HMRC had a legally sound case against them!

The full set of disclosures can be seen here.

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 accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.

Tax Investigation Insurance is an insurance policy that will fully reimburse your accountants (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.

A Solar Protect policy will enable your Accountant (your tax return agent) to:

• Deal with any correspondence from HMRC
• Attend any meeting with HMRC
• Appeal to the First-tier Tribunal or Upper Tribunal
• Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly

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"