The ICAEW is calling on HMRC to ‘make immediate changes’ to its customer service operations in the final run-up to the 31 January self-assessment deadline, reporting that some callers to HMRC’s helplines have been put on hold for more than one hour before then being cut off. While urgent short-term action is needed to make sure HMRC can provide advice to taxpayers as they attempt to file their tax returns, the institute also urges the UK government to address longer-term problems:
‘The current and long-standing level of customer service is unacceptable but unsurprising, given the reduction in staff at HMRC. Our members tell us they are waiting for up to a year to receive written responses to technical queries, which is just not good enough.’
The institute notes that HMRC customer service staffing levels have reduced from 25,000 to 19,500 people, and various longer-term systemic problems need to be fixed, including ‘poorly-designed IT systems and gaps in online services’.
The ICAEW also highlights a key principle which underpins the management of change within the organisation: ‘When HMRC introduces new online services, it should not cut staff and resources in anticipation of reduced customer service demand, as experience has shown high demand often remains while services settle in.’
Separately, the institute also reports that HMRC is trialling sending text messages to selected callers to its helplines from 19 January 2023, directing them to online services and guidance rather than answering the call.
In a note published by the CIOT, HMRC explains that the ‘SMSs will automatically be triggered using the customers’ reason for calling and their message will include a direct link to relevant information. The SMS messages will be short and simple, and will not contain any personal or sensitive customer information. The call will then be disconnected so that customers can follow the link and continue online.’
The ICAEW comments that this potentially risks condemning taxpayers to a ‘loop of doom’ where they make repeated calls but are unable to get through to an adviser (although the ICAEW says it has been assured that this service will not be used for the agent dedicated line).
Caroline Miskin of ICAEW’s Tax Faculty said: ‘We welcome HMRC using innovative approaches to solving its chronic problems with customer service. However, we are concerned that this trial, in particular the ‘hard disconnect’ cases, will make it even more difficult for individual taxpayers to get the assistance they need. HMRC needs to proceed with caution and be prepared to scale back or stop the trial if this happens.’
The ICAEW is calling on HMRC to ‘make immediate changes’ to its customer service operations in the final run-up to the 31 January self-assessment deadline, reporting that some callers to HMRC’s helplines have been put on hold for more than one hour before then being cut off. While urgent short-term action is needed to make sure HMRC can provide advice to taxpayers as they attempt to file their tax returns, the institute also urges the UK government to address longer-term problems:
‘The current and long-standing level of customer service is unacceptable but unsurprising, given the reduction in staff at HMRC. Our members tell us they are waiting for up to a year to receive written responses to technical queries, which is just not good enough.’
The institute notes that HMRC customer service staffing levels have reduced from 25,000 to 19,500 people, and various longer-term systemic problems need to be fixed, including ‘poorly-designed IT systems and gaps in online services’.
The ICAEW also highlights a key principle which underpins the management of change within the organisation: ‘When HMRC introduces new online services, it should not cut staff and resources in anticipation of reduced customer service demand, as experience has shown high demand often remains while services settle in.’
Separately, the institute also reports that HMRC is trialling sending text messages to selected callers to its helplines from 19 January 2023, directing them to online services and guidance rather than answering the call.
In a note published by the CIOT, HMRC explains that the ‘SMSs will automatically be triggered using the customers’ reason for calling and their message will include a direct link to relevant information. The SMS messages will be short and simple, and will not contain any personal or sensitive customer information. The call will then be disconnected so that customers can follow the link and continue online.’
The ICAEW comments that this potentially risks condemning taxpayers to a ‘loop of doom’ where they make repeated calls but are unable to get through to an adviser (although the ICAEW says it has been assured that this service will not be used for the agent dedicated line).
Caroline Miskin of ICAEW’s Tax Faculty said: ‘We welcome HMRC using innovative approaches to solving its chronic problems with customer service. However, we are concerned that this trial, in particular the ‘hard disconnect’ cases, will make it even more difficult for individual taxpayers to get the assistance they need. HMRC needs to proceed with caution and be prepared to scale back or stop the trial if this happens.’
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