Riley: HMRC restructure is the right decision

Jonathan Riley, partner and head of tax at Grant Thornton considers the long-term impact of HMRC's announcement on the next stage of its 'building our future' plan to revitalise customer service, improve its efficiency and be a tax administration fit for the 21st century

For many of the HMRC staff concerned, this would have been lost on them and construed simply as news that 137 tax offices are to close, albeit with the development of 13 new regional hubs by 2027.

For taxpayers and their agents, the impression given is more short-term pain, from a department that has a poor record of customer service and issues of very low morale.

The closure announcement was combined with news that the regional hubs will have HMRC staff with stronger technical skills better able to provide a more relevant, timely and accurate service to those who rely on them. There was again much mention of digitisation.

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