HMRC customer service and accounts 2023/24: inquiry
Executive summary
AAT welcomes the announcement by the government at the Budget setting out details for new investment into HMRC to increase headcount in its compliance and debt management functions and to modernise its existing services. This investment is long overdue and should be implemented without delay in order that the benefits can be realised as soon as possible.
AAT recognises that HMRC has been working hard in recent years to deliver improvements and solutions, but it has been hamstrung by consistent underinvestment. The trend of contending with significantly increasing demands with declining resources has posed substantial issues for HMRC and its ability to collect tax and handle customer inquiries effectively and efficiently. The new investment announced is therefore essential to enable HMRC to work towards meeting its Charter responsibilities.
Related consultation responses
HMRC Performance 2020-2021: Public Accounts Committee inquiry
We recognise HMRC's good work in relation to avoidance and evasion but much more could be done. We also believe HMRC must do more in relation to debt recovery.
HMRC Charter consultation
AAT believes that the HMRC Charter is a helpful and necessary addition to its customer service provision and the proposed revision is a positive development.
