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HMRC’s new advice service has raised fresh concerns from tax experts, following the closure of the last of the department’s walk-in enquiry centres.
The 281 locations were phased out in favour of a system that encourages taxpayers to call longstanding helplines and offers personal visits by Revenue officials based on need.
HMRC’s new advice service has raised fresh concerns from tax experts, following the closure of the last of the department’s walk-in enquiry centres.
The 281 locations were phased out in favour of a system that encourages taxpayers to call longstanding helplines and offers personal visits by Revenue officials based on need.
A greatly increased volume of phone calls will mean people most in need of help may not get it, according to the ICAEW Tax Faculty , which also expressed the worry that HMRC telephone performance standards could worsen.
The chairman of the Low Incomes Tax Reform Group (LITRG), Anthony Thomas, also cast doubt on the efficiency of the new advice set-up.
“It is now crucial that the telephony and mobile service is suitably resourced and skilled to serve those who most need help with their tax affairs,” he said.
“Most people will access help through the normal telephone lines, and it is very important that the performance of those lines is at the top of HMRC’s planning to ensure no one is turned off or left out in their quest for specialist help.”
The LITRG intends to monitor the success of the new advice service as it operates without the backup of the enquiry centres network, which became defunct at the end of last month.
Thomas added, “We have said before that the closure of the enquiry centres will almost certainly see a very significant increase in the voluntary sector workload as people seek extra help and support.
“The LITRG will continue to push HMRC to provide adequate and sustainable funding to organisations whose help is sought, so they too are able to meet increased demand.”
