Taxman wants to cut back on call staff and move more operations online, but MPs warn this could cause a “disastrous decline” in service.
The taxman’s plans to switch more services online could trigger another customer service collapse like we saw in 2014/15, MPs have warned.
Back then, call waiting times tripled and many callers were left waiting more than an hour to speak to someone after HRMC slashed more than 5,000 jobs.
Today, the Public Accounts Committee warned it was not convinced the taxman had a credible plan to avoid another “disastrous decline” in service as it looks to carry out its new strategy.
What the committee said
HMRC wants to reduce staff by around a third because it says more people are accessing its services online rather than by phone.
However, Committee chairwoman Meg Hillier noted: “HMRC is staking a great deal on the success of its plans to digitise the tax system, but once again it lacks an adequate plan if demand for its call centres does not reduce as quickly as it hopes.
"The lack of a convincing fall-back plan to safeguard service as HMRC undergoes significant change remains a looming threat to its ability to collect tax from individuals simply trying to pay their fair share.
"By the spring we will expect to see evidence that HMRC has agreed measures with the Treasury to ensure it is not left playing catch-up at taxpayers' expense."
How to get hold of the taxman
Getting in touch with HMRC is never going to be an enjoyable experience, but there are steps you can take to make the process easier – and faster.
First up, make sure you call at the right time. Research by tax insurance firm PfP found the best time to call was between 8.30am and 9.30am in the morning and between noon and 12.30pm.
Average waiting times during these windows are just four and a half minutes.
Avoid calling between 4.30pm and 5pm, when average waiting times rise to more than 12 minutes.
You can read more tips for getting hold of the taxman – by phone or online – in our handy guide.
Make tax less taxing by reading these articles:
Check you're on the righ tax code