HMRC-is it time to call the Army in?

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HMRC spin doctor: "three-quarters of all customer correspondence was answered in 15 working days – a significant improvement on the 45% in 2021/22.”

The reality of the situation:

Letter sent to HMRC on 3 July 2023
Chased HMRC in October, letter received but 14 week waiting time
Chased again in November, advised waiting time now 23 weeks.
Here we are nearly 8 months later and still no reply to my letter.

To my mind, HMRC are being dishonest with the public and are not dealing with post in date order and so are treating taxpayers unfairly (HMRC Charter rule being broken).

Treating you fairly

They are also breaking The Civil Service Code which includes the following:

As a civil servant, you are appointed on merit on the basis of fair and open competition and are expected to carry out your role with dedication and a commitment to the Civil Service and its core values: integrity, honesty, objectivity and impartiality. In this code:

‘integrity’ is putting the obligations of public service above your own personal interests
‘honesty’ is being truthful and open


How many times do I have to repeat this type of example detailing appalling service before those who are supposed to regulate HMRC take any meaningful action? And when Sir Jim suggests he does not have the resources, please point him to his huge MTD4IT overspend which could have funded a proper service.

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By Mr J Andrews
28th Feb 2024 11:09
What's the point ?
Sarah Olney is the latest in a long line of M.P.s - and others within the ''establishment'' to correctly announce the proven failings within this all time low HMRC under the Harra leadership.
Another unidentified HMRC ''spokesman'' offers encouragement, progress and statistical crap, which clearly is a load of fabrication, if AW readers factual comments and Joe Public's dismay and despondency are concerned with the pathetic service.
We all know what is required - starting with new leadership and accountability for such all round rotten performances . As for ''Fresh Investment'' , a simple return to the status quo would be a good start.
No doubt we'll see another AW article is a month or so from a different member of the establishment slamming HMRC yet again for such a dysfunctional service , making suggestions ; followed by another HMRC spokesman with the usual dumb response. It goes on.
And meanwhile , index linked pension date draws nearer and #### all is done .

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By WhiteRose
28th Feb 2024 10:56
Just tried the webchat, I had all the relevant client details/codes/my agent details ready in advance, so I popped them all into the box when I was (finally) connected to an advisor.
They then told me they couldn't help as I had provided information they hadn't asked for, and they had no further security questions to ask me. Bye-bye!
Back to the drawing board.

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By vinylnobbynobbs
28th Feb 2024 11:00
I today received a letter replying to my letter to HMRC of 28/03/2023.
Less than 12 months, a definite improvement.

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Also it might have been a good idea to include a link to the Report ("HMRC performance in 2022–23: a House of Commons Committee report with recommendations to government"), published today, on which Sarah was commenting:

https://publications.parliament.uk/pa/cm5804/cmselect/cmpubacc/76/report...

It contains strong stuff like the very 1st of Conclusions and Recommendations:
1. HMRC’s customer service levels are at an all-time low because of conscious choices made by HMRC and HM Treasury. Since we last reported in January 2023, performance has continued to deteriorate ...
... HMRC insists it has good-quality digital services for customers to manage their taxes but this is not the experience shared by the taxpayers and their agents that got in touch with us.

And, almost as a throwaway remark (in the midst of 'Supporting taxpayers' item 2):
"HMRC did not meet any of the service standards it set to measure its customer service performance in 2022–23"!

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Working with HMRC should come with a Government health warning:

By GHarr497688
28th Feb 2024 12:36
For me HMRC are so bad that I took an opportunity to retire earlier than planned with HMRC performance one of the deciding factors. When I used to ring HMRC I encountered utter disrespect from staff who never answered the question or hung up , when I wrote letters went unanswered and I had to enlist the help of my Local MP to obtain replies , digital tools didn't work as an example I was directed to child tax credits when I asked about something completely different. I have endured almost ten years of the Making Tax Digital threat and have been treated with complete contempt by HMRC MTD Experience Team for VAT . All these inadequacies within HMRC control have led to clients being frustrated and upset which had led to more and more pressure on me leading to mental health issues were the NHS then need to become involved. I have been working in the Accountancy profession since 1979 and have been staff and business owner so I have good insight. The single thing that annoys me is the defence HMRC to justify poor performance and the way analysis is "fiddled" by clever questions asked by Digital surveys - the questions are asked in such a way that the response will lead to a positive for 80% of answers thus giving an impression all is working fine when actually they are not dealing with the important stuff. The time has come to stop the propaganda and get to the bottom of what's happening. They need a independent body to audit them.

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By K81
28th Feb 2024 13:35
I contacted NICO concerning a letter that i sent in July 2023 - they told me over the phone that NICO have a 55 week turnaround for replying to letters, they confirmed they have my letter & I should receive a reply by 18 August 2024.

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Repayment Case 2
Tax return filed 15 Nov 2023
107 days and still 'repayment pending'

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Hammer Time has been replaced with Harra Time:

Viz:

One year for repayments
One year for post
Over an hour to answer the telephone
5 times over budget on MTD4IT so cut 1,100 customer service jobs in the last year

By PAULLEWISFCCA
29th Feb 2024 16:26
one hour and ten minutes on hold today (surprisingly they didn't cut me off) - chasing them up for something they should have dealt with six months ago - apparently they are going to get back to me in two weeks - for sure....


As HMRC’s performance sinks ever lower, Philip Fisher thinks the tax department should be banned from using the words “customer” and “service” as it doesn’t seem to know what they mean.


If Jeremy Hunt really wants to make a big splash with his Budget next week, he should announce major changes at HMRC to increase the number and quality of staff, chase miscreants and turn an embarrassing disaster into a business where staff are proud and customers get Harrods-level service.

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By Self-Employed and Happy
29th Feb 2024 12:09
Searching for this whilst on hold.

Client received a letter this month saying she owes £1k.

Checks HMRC Portal and they have made an adjustment to the tax return resulting in an extra £1k of tax, the adjustment is dated 05/02/24, no tax calculation to tell us what the adjustment is, of course interest accruing, phoned a couple of times in the last week or so, both times waited 35 minutes to be met with "beep beep beep" and the line is gone.

Currently at 35 minutes as I type....

HMRC will be the reason loads of young professionals knock this career on the head, they are a...

No way, "beep beep beep"

FFS!