HMRC has published its 2021/22 annual report and accompanying performance overview together with various associated publications including recent stakeholder engagement research. The 2021/22 annual report on the HMRC Charter has also been published. This report acknowledges the choices HMRC made around prioritisation of work “meant that customer service levels fell below where we wanted them to be for most of the year”.
In the annual report, Jim Harra, Chief Executive of HMRC, recognised that customer service levels “have not been where we would wish them to be” and apologised to taxpayers and agents who have experienced delays. The report goes on to say that HMRC intends to recruit an extra 2,000 staff and also states that the increasingly challenging economic outlook will mean more taxpayers will struggle to meet their tax obligations. HMRC is “clearing record levels of debt”, but the amount of new debt being created is significantly higher than before the pandemic.
The Institute regularly discuss HMRC performance at external forum meetings. Members can provide feedback on areas of concern by email to the Institute’s Tax team.
The following associated documents were also published:-
Recent HMRC performance data has also been published:-