The Chartered Institute of Payroll Professionals
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HMRC identifies that the customer service levels haven’t been where they should be over this period and further recognises the difficulties this is still causing some customers and agents. There are a number of factors affecting this – from the impact of higher inflation to an increase in customers with more complex tax affairs – all of which are making it harder for HMRC to serve customers in the same way that have been in the past. HMRC states that it will only improve the customer experience by making real and meaningful changes – not only in services that are delivered but also in changing how customers engage with HMRC. This entails moving an ever- increasing number of customers onto digital services, so they can manage their tax affairs quickly and easily online, without the need to contact HMRC. This will enable HMRC to focus resources on providing support to those who need extra help, and those who cannot use digital services, while improving the experience for all customers. The Annual report also includes a new estimate for error and fraud in the research and development (R&D) tax reliefs. The HMRC’s Approach to R&D Tax Reliefs has also been published, setting out more about the scale and shape of non- compliance in these schemes, the action taken by the government to date, as well as HMRC’s compliance approach.
Professionals and the wider community can give HMRC feedback on the content and presentation of the annual report by completing the short reader survey, here.
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HMRC: planned downtime Published: 19 July 2023 Emailed: 19 July 2023
HM Revenue and Customs (HMRC) has now advised of planned downtime.
Below are the key updates for this week:
• HMRC service availability and issues – planned downtime from Friday 14 July 2023 to Monday 17 July 2023
• Employment related securities: service availability and issues - planned downtime from 7:00am on Saturday 15 July 2023 to 6:00pm on Sunday 16 July 2023.
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HMRC Charter annual report 2022/23 Published: 19 July 2023 Emailed: 26 July 2023
HM Revenue and Customs (HMRC) has now published ‘ HMRC Charter annual report: 2022 to 2023 ’. HMRC's annual report covers HMRC’s delivery against the HMRC Charter, including progress and priorities for further improvement.
HMRC deals with the tax and payments affairs of virtually every business and individual in the UK. The HMRC Charter sets out the relationship between HMRC and the customers, what customers can expect, and the behaviours HMRC expects of them.
The Charter annual report reviews HMRC’s performance against the Charter. It is provided by HMRC’s Customer Experience Committee and published by HMRC’s Commissioners .
This report covers April 2022 to March 2023, and: •
provides an assessment of HMRC’s performance against the Charter standards, which includes contributions from the Adjudicator and external stakeholders
• describes the work of the Customer Experience Committee throughout this period
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