Telephone and headset on desk

Association backs extra HMRC funding to improve helplines

13 May, 2024

The Association of Taxation Technicians has backed an announcement that HMRC will be given £51 million of extra funding to improve its customer service.

The Treasury announced1 today that the ring-fenced funding would be provided to help taxpayer phonelines, which have been criticised over long wait times and proposed restrictions, meet service standard targets.

The ATT says taxpayers and agents are “struggling” with the current performance of helplines, which must be improved before HMRC can move more taxpayers towards digital platforms instead.

Helen Thornley, a technical officer for the Association of Taxation Technicians, said:

“We welcome extra funding for HMRC, which has seen its customer service levels severely lacking in recent months. Taxpayers and agents are struggling to do business with the current phone services. While we support HMRC’s ambitions to do more digitally, it is vital that phone support is retained until any new services are up and running smoothly.  

“From the perspective of agents, the current digital provision is not up to scratch. Agents would love to do more online for their clients and we look forward to working with HMRC to identify gaps in their services and help that transition.”


Notes for editors:

  1. Statement by Financial Secretary Nigel Huddleston