HMRC is a huge government department. One that some people have mixed feelings about. We all know they’re necessary. But we may also feel a little intimidated if we have to get in touch with them. Especially if there’s a problem to discuss.
From this perspective, it’s easy to forget that we’re just speaking to another person. Her Majesty’s Revenue and Customs is made up of thousands of people just doing their job. And right now, just like you, things are not easy for them.
It’s important to realise that because of the Coronavirus increased call waiting times and longer processing timelines are going to be normal for a while. Understanding why helps us be a little more tolerant and reduces our own frustration.
Why do HMRC have worse customer service at such a crucial time?
HMRC helplines have had increased waiting times since the first lockdown. The most recently available statistics show that in October 2020, you’d have to wait an average of 9.42 minutes to have your call answered. By November, this had gone up to 12.45 minutes.
An answer to a Parliamentary question showed that 465,585 customers abandoned their call to an HMRC helpline between June and August in 2020. And 398,630 people hung up before their call was answered between September and November 2020.
Why this sudden dip in customer service?
Basically, the same number of people are doing a vast amount of extra work, in extremely restricted circumstances.
HMRC have the same number of staff, redeployed to administer the assorted COVID-19 support packages, as well as maintaining their usual jobs.
In their own Performance Update, published on 27th August 2020, HMRC said: “The department successfully developed and implemented schemes at unprecedented speed to deliver financial support to more than 12 million employed and self employed workers via the Coronavirus Job Retention Scheme and the Self Employment Income Support Scheme. In addition, it implemented more than 60 provisional policy changes or easements to help respond to the impact of coronavirus.”
For example, HMRC helplines are now working reduced timetables. Most are now either Monday to Friday, or Monday to Saturday, and are open between 8:00am and 4:00, or 6:00pm. They have less time available to talk to the same number of taxpayers. Of course there are delays.
HMRC staff are people too
“The IT which underpinned the coronavirus support schemes was designed, built and delivered from kitchen tables and spare bedrooms; busy customer service staff answered queries remotely from their own homes for the first time; and 90% of HMRC’s 60,000 workforce were able to immediately work remotely to help stop the spread of the virus when the country went into lockdown.”
This paragraph is from the same Performance Review document and serves to remind us that most people’s lives are currently in disarray. HMRC staff are trying to help you, from their home. Perhaps they’re also trying to home school. Maybe they’re also worried about their financial situation, a sick family member, or when they’re going to get vaccinated. They’re without their colleagues’ support. And they’re just trying to do their best.
As a department, HMRC are very aware of how important their systems are to people’s financial survival. Administering new schemes at speed is challenging and stressful at the best of times. Clearly, this is not the best of times.
Remember, HMRC are simultaneously sorting out the Chancellor’s COVID-19 schemes and dealing with the new demands of leaving the EU. With no extra staff.
And they also know (better than most of us) that maintaining the smooth running of usual tax collection is absolutely crucial to our country’s ability to pay for all the support. This means getting things like tax credits and reliefs processed and back into your business bank account. As well as making sure people pay the correct income tax, VAT and Corporation Tax.
Management have to consider all their staff that need to shield, are caring for someone else and those that are ill themselves, or that need to self isolate. Given that so many staff are working remotely, this is a big job in itself.
What are HMRC saying about the situation?
An HMRC spokesperson said: “We are sorry that, particularly at busy times, some customers have had to wait longer than we would usually expect and we are doing all we can to bring our waiting times down as low as possible.
“Our telephony service has also been impacted in 2020 by the measures we put in place to stop the spread of coronavirus; including reducing our operating hours to support colleagues who were ill, vulnerable, had caring responsibilities or unable to travel to the office, and supporting the coronavirus support measures on top of our usual workloads.
“We’re keeping our performance under constant review to understand how we can improve the services we offer our customers, while keeping our colleagues safe.
“Our online services are available to be used 24 hours a day and customer satisfaction for digital services is 86.6% so we would encourage customers to attempt to self serve where possible online.”
Tax rebate claim timescales and Covid 19
The average time it is taking to process a tax rebate claim under PAYE has generally increased since the first lockdown. For example if you have made a claim for capital allowances relating to tools and equipment bought to do your job under PAYE the average timescale for completion has gone up to in between 12-24 weeks. This is not the case for all claims and is dependent on a number of different factors.
What we can all do to help
Firstly, we need to have realistic expectations about call waiting times and the time scales of all HMRC processes. Make a cuppa, take a deep breath and settle in to wait at least 10 minutes before you get through.
Secondly, make sure you’ve got all the information you need to hand before you call.
Log into your Personal Tax Account and see if you can find what you need yourself. A lot of the services are digitised and the instructions are clear. Use the webchat service, if it’s suggested for your particular enquiry.
Remember that you’re talking to another human that’s doing their job, helping you, under the same difficult circumstances.
