HMRC has published its results and performance statistics for the quarter ended 31 March 2014. These statistics 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 incremental improvements are noted in some statistics.

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 are asked to contact Leontia Doran with their experience of HMRC service matters and communication protocols so that we can discuss the current up to date position directly with HMRC. In particular, feedback on Real Time Information and your experience of contacting HMRC in respect of employer payroll issues would be of current interest.