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In May 2013 HMRC published a consultation about replacing enquiry centres with a new service for those who need extra support. HMRC have closed thirteen Enquiry Centres across the North East from 3 June to 31 October, piloting at the same time a new “better and improved” service for individuals in need of extra support in their dealings with HMRC. If the results of the pilot are positive, HMRC plan to roll out the new service across the country from February 2014, with consequent closure of the remaining enquiry centres. The new service consists of a specialist phone line, backed up by teams of mobile advisers to provide face-to-face support.

 

LITRG is supportive of HMRC’s strategy for moving to a more efficient customer support system, but only so long as it is clear that the change does not disadvantage vulnerable taxpayers. LITRG remains unconvinced that a five-month trial, followed by a two-month evaluation period, is sufficient time to be sure that this will not be the case.

 

HMRC are beginning to act upon some of the recommendations LITRG and others made in their responses to the consultation. The fact that HMRC are considering how to make access to the service easier for those who struggle to use a phone or computer is particularly welcome, as the new service is unlikely to work well if some of those who need it are denied access to it at the first entry point. 

 

HMRC are also considering how best to work with the voluntary and community sector. This is essential as HMRC are relying on those organisations to take on an extra load at a time when their funding and resources are already being pared back. HMRC plan to run workshops and events to continue to work with taxpayers and VCS organisations to achieve a solution that benefits all concerned.

 

It is possible that HMRC customers who do have difficulty using a phone or computer may – albeit unintentionally – become non-compliant as a result of their inability to access help. For that reason, face-to-face support must be retained as a point of access within any model.

 

LITRG encourage HMRC to analyse their call handling strategy to ensure that taxpayers who may previously have visited an enquiry centre can have quick and easy access to the new service. In addition, helpline advisers must be trained to the highest degree not only in soft skills but also on the technical side to reduce ‘bouncing around’ of calls and back office referrals.

 

Conclusion

LITRG maintains there is still more that can be done. As the pilot will have run for only a relatively short time, and enquiry centres, once closed, are unlikely ever to be opened again, it is imperative that there is a chance for the lessons of the pilot and the early days of the roll-out to be learned. It would therefore be better to allow more time for evaluation and consideration before any decision is taken to close down HMRC’s enquiry centres nationwide.