The latest set of HMRC performance statistics have been published. As usual, 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 but it is clear that HMRC are struggling to achieve further improvement in key areas though small incremental improvements are noted in some statistics. A decrease in service has been recorded in some key areas in Quarter 2 of 2014. For example the % of post received by HMRC that has been “cleared” within 15 working days of receipt has fallen from 81.7% in Q1 to 69% whilst both the % of call attempts handled by HMRC Contact Centres and those answered within 5 minutes have fallen.

The Institute continuously engages with HMRC in respect of service matters.