The statistics show quite a mixed picture, with on the one hand HMRC managing to answer 91% of calls to the Agent Dedicated Line in December 2021, while on the other hand, in the same month, only 24% of all personal tax post was turned around with 15 working days.
This variation is very much in line with the feedback we have received from members about HMRC service standards over the last few months, with a number of members highlighting sometimes very significant delays to the processing of post while other items have been dealt with promptly. Naturally this has been challenging for both agents and their clients.
Firstly, thank you to all of you who have taken the time to share your experiences with us. The evidence provided has been incredibly helpful and we, together with other bodies, have been raising and discussing members’ concerns with HMRC on a regular basis over the last few months. The examples you have provided have allowed us to evidence the direct impact of delays on individual taxpayers and as a result there are some welcome steps towards increased transparency which we hope to be able to share with you shortly.
HMRC have now said that, in respect of managing taxpayer correspondence and phone calls, they “expect to be delivering normal (pre-pandemic) performance across our core service lines by the start of the new financial year”. This is an ambitious target to get things back on track by April 2022, but one which we hope members will welcome.
As April approaches – and beyond - we will be continuing to meet with and discuss our concerns with HMRC. Therefore, we remain keen to atttechnical [at] att.org.uk (subject: HMRC%20performance%20standards) (hear from members) as to whether or not their experiences improve or not as we seek to hold HMRC to this commitment.