HMRC has a backlog of over 37,000 unanswered letters that are at least 10 months old, prompting the creation of a special taskforce to address this issue, as reported by this newspaper last month. The tax office’s increasing adoption of remote work, which allows staff to work from home for a minimum of two days per week, has raised concerns about its impact on the quality of customer service and taxpayers’ needs.
Harriett Baldwin, Chair of the Treasury Committee, emphasized the importance of managing the shift towards home working while prioritizing taxpayers’ interests. She intends to question the tax office about the potential side effects of remote work on taxpayers, stating, “Any changes in service delivery must undergo thorough scrutiny.”
Chris Etherington, from accountants RSM, argued that HMRC’s flexible working policy has negatively affected customer service, despite the tax office’s denial of this claim. He stated, “While flexible working may benefit staff, it is not benefiting taxpayers. HMRC was ill-prepared for digitalization prior to the pandemic, and although they are investing in improvements, it is evident that they have not yet succeeded.”
In addition to concerns about customer service, official data shows a decline in the proportion of HMRC staff working from its Westminster headquarters. In the week commencing July 31, only 39% of staff worked at this office, compared to 46% three weeks earlier.
Denial of responsibility! VigourTimes is an automatic aggregator of Global media. In each content, the hyperlink to the primary source is specified. All trademarks belong to their rightful owners, and all materials to their authors. For any complaint, please reach us at – [email protected]. We will take necessary action within 24 hours.
