Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Rejected
HMRC reversed controversial helpline closures following public criticism, with no further plans.
Conclusion
HMRC closed or reduced the queries it handles on four helplines in 2023–24. For the largest change, the trial closure of the Self Assessment helpline in summer 2023, it gave customers only two working days’ notice.31 HMRC said it was not entirely clear what customers would have gained from having more notice.32 In March 2024, HMRC announced further closures and restrictions it would make in 2024–25, but reversed this decision just one day after announcing the changes to the public, following criticism from stakeholders.33 HMRC said it was trying to prioritise the contact it dealt with, for example with vulnerable customers, while pushing other customers to go online.34 HMRC said it already knew about a high degree of public scepticism about whether people would be able to get the online services they needed while helplines were closed.35 HMRC said that it had no plans for any further helpline closures or restrictions.36 Electronic messaging and file submission
Government Response Summary
The government disagrees with the conclusion that HMRC has been too willing to let its telephone services fail and states that improving customer services is one of the Exchequer Secretary to the Treasury's priorities. It says it will publish a Transformation Roadmap in 2025.
Government Response
Rejected
HM Government
Rejected
The government does not agree with the Committee's conclusion that HMRC has been too willing to let its telephone services fail in the hope this forces people to use its digital services instead. The Exchequer Secretary to the Treasury has made clear that improving customer services is one of his three priorities for the department. 3.3 HMRC continuously collects and analyses customer data and insight to optimise its decision-making process. This evidence-based approach helps determine where digital solutions can reduce overall demand and help the department to ensure it can provide telephony support to those who need it, and will inform HMRC’s Transformation Roadmap to be published in 2025. 3.4 HMRC's digital-first strategy aims to improve customer service by offering convenient digital self-service options for customers, including small businesses and their agents. Use of HMRC’s app and other online services continues to grow, with these consistently receiving high customer satisfaction ratings. While encouraging the use of digital services, HMRC knows that some taxpayers may need alternative support. HMRC will continue to provide support through other channels, such as telephone and face-to-face appointments, for those who need it. 3.5 HMRC has made recent improvements across all its channels and for all types of customers. It has made significant progress in telephony and correspondence service performance during 2024-25. Funding provided by the government for 2025-26 will enable HMRC to maintain service standards on telephony and correspondence.