HMRC have published the latest performance statistics for the department which examine a number of business plan indicators across a range of areas including postal and phone performance. It should be noted that the figures published are initial management information to provide an indication of HMRC’s performance, and are therefore subject to revision and audit.

No commentary has been made on the publications as yet but it is clear that HMRC are struggling to achieve further improvement in key areas though small incremental improvements are noted in some statistics. Whilst the statistics do denote an improvement overall compared to 2011–12, it would appear that against a backdrop of resource constraints HMRC seem to be finding it difficult to improve things further.

The Institute continuously engages with HMRC in respect of service matters. In March HMRC held a targeted seminar in Belfast developed specifically for NI members at which it was outlined in detail the communication protocols agents should experience when contacting HMRC. These were first published for members last summer and the Northern Ireland Tax Committee has continued to engage with HMRC since then.

Your feedback is vital in assisting us with the provision of evidence based feedback to support our representations to HMRC. Members are asked to contact Leontia Doran at leontia.doran@charteredaccountants.ie with their experience of HMRC service matters and communication protocols so that we can discuss the current up to date position directly with HMRC.