Source · Select Committees · Public Accounts Committee
Recommendation 22
22
HMRC suggested that the number of customers its staff refer to the Extra Support Team...
Conclusion
HMRC suggested that the number of customers its staff refer to the Extra Support Team may have remained stable because the wider changes it has made to its debt management approach, in particular taking a more empathetic tone with customers, has meant the need for extra support has not increased. It also noted that many of the new debtors will be businesses who receive support from an accountant or tax advisor, and do not require help from HMRC’s Extra Support Team.55 The Department told us that it tries hard to identify vulnerable customers by providing training and guidance for, and raising awareness among, its debt management staff. Moreover, it was strengthening its approach by adopting the vulnerability toolkit developed by the Cabinet Office debt function, noting it had introduced this in one of its debt management teams and would roll it out across the others.56
Government Response
Not Addressed
HM Government
Not Addressed
6: PAC conclusion: We are concerned that HMRC is not doing enough to identify vulnerable people who need extra support with their debts. 6: PAC recommendation: HMRC should ensure regular and adequate training is in place for staff and it should carry out research to independently estimate how many vulnerable people are affected by tax debt and how effectively it is identifying those customers and write to us with its findings. 6.1 The government agrees with the Committee’s recommendation. Target implementation date: December 2022 6.2 The government agrees it is important to provide appropriate support to people who have a physical or mental health condition or are in difficult personal circumstances. The commitment to improve the support provided to these individuals is outlined in The HMRC Charter. 6.3 The majority of people who need some support or reassurance will be helped by HMRC staff without needing to be referred to the Extra Support Team. Only where HMRC staff identify the person has more complex needs will they refer them to the Extra Support Team. 6.4 HMRC will refine its mandatory training and guidance to identify people who need extra support and make prompt referrals to the Extra Support Team. All training and guidance are regularly reviewed to identify opportunities for improvement. 6.5 HMRC will continue to build its understanding and insight on people who need extra help. Working with the voluntary and community sector, HMRC is exploring opportunities to improve identification and handling of contact from people with emotional and mental health issues. 6.6 HMRC will identify independent research which will help estimate how many people could potentially be eligible for extra support, and how they may be better identified. The insight HMRC has developed already, shows that people move in and out of vulnerable situations. They also know some people will not engage with HMRC for support for a variety of reasons. 6.7 HMRC will continue to review take-up of the Extra Support Team and improve communications to raise awareness of the service.