HMRC customers spent a collective seven million hours waiting to speak to the taxman over the course of the financial year, the report found
HMRC customers spent a collective 7 million hours waiting to speak to the taxman over the course of the financial year, the report foundCUSTOMERS spent 798 years collectively waiting to speak to the tax man in the 2022/23 financial year, more than double the waiting time of 2019/20, a spending watchdog has found.
HMRC customers spent a collective 7 million hours waiting to speak to the taxman over the course of the financial year, the report foundIt said the move to digital services has not eased pressure on traditional services as much as HMRC expected – and many avoidable customer calls are caused by the revenue body itself for reasons including delays and customers chasing progress.
HMRC had expected that closing the helplines would free up around 520 members of staff to work on other helplines and tackle processing backlogs. “While many of its digital services work well, they have not made enough of a difference to customers, some of whom have been caught in a declining spiral of service pressures and cuts. HMRC has also not achieved planned efficiencies.
A HMRC spokesperson said: “While customer service standards on our phone lines are still not where we want them to be, we’re making strong progress in our efforts to improve our customer service and additional funding has been confirmed by the Government this week.
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