A REPORT on the taxman’s level of customer service is to be produced this winter by the National Audit Office.
The study will analyse the service taxpayers receive on the telephone, online and in written communications, as well as the extent to which HM Revenue & Customs understands and meets customers’ needs and expectations.
The NAO will also examine the taxman’s customer service strategy and how it proposes to improve its service with fewer staff.
This month, HMRC announced it will be recruiting an additional 1,000 staff to man its call centres as it attempts to meet its target of taking 90% of calls.
Just 48% of call attempts were handled in 2010/11, but improvements took the success rate to 74% in 2011/2012.
Committee expresses concern about costs to businesses and April 2018 implementation date
Drastically fewer offices for HMRC in the hope to reduce their running costs
An 80% increase in additional revenue for HMRC coincides with a crackdown on income tax avoidance
Laurence Field, the head of tax at national audit, tax and advisory firm Crowe Clark Whitehill outlines the 6 'unexpected items' regarding HMRC's Making Tax Digital plans