Correspondence and statement on HMRC helpline announcement published
20 March 2024
The Treasury Committee has published two pieces of correspondence from HMRC.
- A letter from Jim Harra on the department’s performance including a reduction in the helplines’ customer satisfaction scores. This was in response to a letter from the Committee’s Chair.
- A letter from Jim Harra confirming HMRC are halting their plans to permanently reduce the operation of several HMRC helplines.
- Treasury Committee
Statement on behalf of the Treasury Committee
"The Treasury Committee is extremely pleased to see that common sense has prevailed.
"We welcome the decision to reverse yesterday's ill-advised announcement. While we do not oppose expansion of digital services for those who want to use them, we remain entirely unconvinced that HMRC is adequately prepared to impose such a significant change in how it serves taxpayers.
"Planned changes to the operation of HMRC's phonelines have been mismanaged from the beginning. Questions still remain over the extent to which the department is prioritising its own needs over those of law-abiding and vulnerable taxpayers.
"We will continue to engage with HMRC on this issue."
Further information
Image: Tyler Allicock/UK Parliament