HMRC helpline staff accused of making ‘basic errors’

The annual accounts of HMRC shares its vision to create a ‘high-performing organisation with a skill and engaged workforce’ as agents state helpline staff lack the expertise needed

The newly appointed CEO of HMRC, John Paul-Marks also set out HMRC’s intentions over the coming years, such as closing the tax gap which now stands at £46.8bn, improving the taxpayers experience, modernising HMRC and supporting the wider government’s economic aims.

Marks also shared his views on how he sees HMRC moving forward as he predicts the non-compliance yield to increase by £11bn by the end of 2029-30. ‘We are determined to see debt fall further as a proportion of total tax receipts in the years ahead,’ said Marks.

Marks added that a key contributing factor to being able to increase this yield so much is £630m of additional investment from the government. One way HMRC intends to combat this is by hiring 5,500 members of staff by 2029-30. So far, 500 of these have been hired, with further recruitment drives expected this year.

Your free features:

  • Breaking news and expert analysis
  • Customisable daily newsletters
  • Six free CPD learning modules each year
  • Personalised CPD tracker
  • Top 75 Firms league tables
  • Regulatory changes
  • Hardman’s Tax Data

Sign up to Business & Accountancy Daily

Related Articles
Subscribe