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Have your say on HMRC performance


Published: 13 Feb 2024 Update History

ICAEW and other professional bodies are gathering feedback on HMRC’s performance through a survey. The Tax Faculty also looks at HMRC’s latest quarterly performance report.
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The Charter Stakeholder Group has prepared a survey, that runs to 8 March 2024, to obtain feedback on HMRC's performance against the standards in the HMRC Charter.  

The HMRC Charter standards are: 

  • getting things right; 
  • making things easy;
  • being responsive;
  • treating you fairly;
  • being aware of your personal situation;
  • recognising that someone can represent you; and
  • keeping your data secure. 

The survey results will form a key part of the group’s feedback on HMRC's performance against the Charter. This will be published in the Charter annual report and the detailed feedback will be shared (anonymously) with HMRC. The survey should take no more than ten minutes to complete and includes space for freeform comments. Input is welcome from individuals, businesses and agents by the 8 March 2024 deadline.

A list of the Charter Stakeholder Group members and last year’s feedback is available here. ICAEW is represented by Caroline Miskin.

HMRC performance October – December 2023

Meanwhile, HMRC has published a quarterly performance report for October - December 2023. Performance is largely unchanged and still below targets.

The key performance indicators are as follows: 

Sep to Dec 2023 Jul to Sep 2023 Apr 2022 to Mar 2023 Target
Customer Satisfaction 79% 79% 79% 80%
Customer correspondence cleared within 15 working days 76% 74% 73% 80%
Customer correspondence cleared within 40 working days not yet available 85% 89% 95%
Net easy score +60 +60 +60 +70
Telephones: adviser attempts handled 71% 69% 71% 85%
Telephones: average speed of answer 23 minutes 23 minutes 16 minutes None
Telephones: callers waiting for more than 10 minutes 69% 70% 63% None

Additionally, the level of HMRC debt as at December 2023 was £45.7bn, up from £45.5bn at September 2023. Despite this increase, the amount of debt in time to pay arrangements has fallen from £7.8bn to £6.6bn, and the number of taxpayers with arrangements has dropped from 888,863 to 808,025. This would be a worrying trend were it to continue.  

The Tax Faculty

ICAEW's Tax Faculty is recognised internationally as a leading authority and source of expertise on taxation. The faculty is the voice of tax for ICAEW, responsible for all submissions to the tax authorities. Join the Faculty for expert guidance and support enabling you to provide the best advice on tax to your clients or business.

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