HMRC have published details of their quarterly performance for the quarter July to September 2016. The figures published are initial management information to provide an indication of HMRC’s performance. They are therefore subject to revision and audit. Final performance figures will be made available when HMRC’s annual report and accounts are published. Chartered Accountants will judge for themselves whether these published statistics match their own experiences.

According to the publication:-

• HMRC handled 89.9% of customer call attempts and answered calls in an average of four minutes 34 seconds
• 80.9% of post received was cleared within 15 working days and 97.3% of post was turned around within 40 days

HMRC’s priority objectives are set out in their single departmental plan which has been updated to reflect performance figures for July to September 2016. This plan also tracks progress towards achieving these objectives, and is updated quarterly. Alongside the single departmental plan, the report gives a more detailed view of HMRC’s performance.

The Institute continuously engages with HMRC in respect of service matters. Your feedback is vital in assisting us with the provision of evidence based feedback to support our representations to HMRC. Members can contact Leontia Doran at any time to share their experience of HMRC service matters.

The National Audit Office recently issued its report on “Managing the HMRC Estate”. According to the report, by reducing the number of its offices and moving to a regional centre model HMRC hopes to significantly reduce its running costs and modernise the way it works. The NAO have concluded that HMRC’s original plan has proved unrealistic and HMRC is now reconsidering the scope and timing of the programme.