More funding needed to make sure HMRC services are up to scratch

Bruce Cartwright CA, CEO at ICAS, said: 

“Taxpayers and their agents deserve digital services that are accessible and user-friendly, tailored to their needs. Unfortunately, as today’s report from the Public Accounts Committee clearly says, current HMRC services fall short, leaving many unable to resolve issues unless they use overloaded helplines, often waiting for hours, causing understandable frustration. 

“ICAS absolutely supports HMRC’s digital-first strategy, but we know that additional and properly focused resourcing of HMRC helplines is critical, until these digital services meet the standards people need. The previous government’s £51m investment in HMRC announced in May last year was a positive step, but only time will tell if this is enough to address the very real current challenges.  

“The Exchequer Secretary to the Treasury, James Murray MP’s increased engagement with HMRC and taking on the role of Chair of HMRC’s Board marks a step change in the government’s efforts to improve customer service and modernise and reform HMRC. We hope that he and the government will maintain funding levels for helplines, while HMRC’s digital services are being brought up to scratch. We’re looking forward to reading the government’s Digital Transformation Roadmap due out this spring 2025.  

“Our members are clear: they want to be able to complete routine tasks for their clients online. Yet, in the absence of the appropriate options, they have no choice but to call. This problem has only worsened with HMRC's staff reductions in recent years and the closure of vital helplines. We’re yet again calling for investment in HMRC in its customer service and technology to improve the taxpayer and agent experience.”