A damning report from the National Audit Office in May this year concluded what many have long suspected, that customer service from HMRC is falling ‘far below’ expected levels. In this episode of The Tax Track, we look at the problem, its impact and potential solutions.

The figures are damning, with call waiting times soaring by over 350% over the past five years and just 67% of calls being answered. While HMRC is striving to resolve issues, circumstances beyond its control are holding back progress.

Unpicking this thorny issue are Lindsey Wicks, Senior Technical Manager for Tax Policy at ICAEW; Stephen Relf, Technical Manager, Tax; and Caroline Miskin, Senior Technical Manager, Digital Taxation.

Links

• The Tax Track podcast: A taxing year ahead
  https://www.icaew.com/insights/podcast/the-tax-track/a-taxing-year-ahead 
• HMRC halts decision to restrict helplines
  https://www.icaew.com/insights/tax-news/2024/mar-2024/hmrc-halts-decision-to-restrict-helplines
• Issue 114, agent update
  https://www.gov.uk/government/publications/agent-update-issue-114/issue-114-of-agent-update#tipspost
• ICAEW gives five reasons to use the HMRC app
  https://www.icaew.com/insights/tax-news/2024/mar-2024/icaew-gives-five-reasons-to-use-the-hmrc-app 
• NAO report – HMRC Customer service
  https://www.nao.org.uk/reports/hmrc-customer-service/

Panellists

• Lindsey Wicks, Senior Technical Manager, Tax Policy, ICAEW
• Stephen Relf, Technical Manager, Tax, ICAEW
• Caroline Miskin, Senior Technical Manager, Digital Taxation, ICAEW

Producer 

Ed Adams

Episode first published: 2 July 2024
Podcast recorded: 25 June 2024