Share this content
0
11
1569

A waste of time & taxpayer's money.

The National Audit Office states that HMRC failed to answer 44 million calls last year and describes the performance of HMRCs 31 customer contact centres as unacceptable.  This means 40% of all calls went unanswered.

HMRC employ 10,500 ful-time staff at these centres at a cost of £233 million a year to the taxpayer.

Replies

Please login or register to join the discussion.

avatar
By Anonymous
25th Mar 2010 10:48

waste of time

Not surprised I would not answer the phone if I had that job to do!!

Thanks (0)
avatar
25th Mar 2010 10:53

Low expectations

I notice their goal is to achieve 90% answered.  Not 90% answered within 5 seconds (like some private sector benchmarks), just answered.  No doubt they will deem being on hold for 10 minutes acceptable as long as they eventually pick up the phone.

Thanks (0)
avatar
By Anonymous
25th Mar 2010 10:57

is it me?

I spent most of yesterday trying to speak to the CT district in Staffordshire, permanently engaged.

Today they answered the phone but refused to answer the query and referred me to Cumbernauld, guess what, their switch answers but not the CT section. They gave me the direct dial, engaged.

Currently on hold via the switchboard again, oh wait no they cut me off

Now is that a call answered or not?

 

Perhaps Aweb should collate all the gripes and complants that appear on here and send them to Dave Hartnett

Thanks (0)
avatar
25th Mar 2010 11:12

It doesnt end with unanswered phone calls .....

We then have out time wasted by so called "security checks" which often then result in the standard cop-out of "we dont hold a 64-8".  They class that as an answered call whereas in fact nothing has been answered. 

 

Following a call about my own personal tax I received a letter which beggers belief. It states - 

"We cannot discuss your tax affairs with you as we do not hold a 64-8 signed by you authorising us to discuss your tax affairs with you". 

And we actually pay to to employ numbskulls who write drivel like that ?

 

 

 

 

Thanks (0)
avatar
25th Mar 2010 11:13

The VPG is on it

The VAT Practitioners Group has been collating information on response times (or lack of!) with a view to making direct representation via the Joint VAT Consultative Committee on which the Technical Secretary sits.

Of course the more members the louder the voice. Maybe any of you who are in the realm of VAT and not currently members should have a look at the web-site and join up. You may also find the forums useful!

End of shameless plug!!

Thanks (0)
avatar
By Anonymous
25th Mar 2010 14:03

targets

whether in the NHS/education or whatever create a culture where the means become the end in itself....remember waiting for a train due at 8.20 a while back that was a bit late...sure enough it arrived at 8.30 but whizzed past the station without stopping...5 minutes later it whizzed past again the other way...when I queried this puzzling event with the bod on the platform was told that the driver didn't have time to stop because they were behind that week in meeting the target number of arrivals back at central within budget...

HMRC like so many organisations model themselves on the award winning system created by Virgin Media ...if you ever need to get any sense out of them just bang your head against the nearest wall instead to save time.....90% target with HMRC would mean they'd  pick up the phone ask a few pointless security questions say sorry they haven't got a 64/8 and hang up... target met....result..

pembo

Thanks (0)
avatar
25th Mar 2010 14:36

You got through ?????????????????

90% target with HMRC would mean they'd  pick up the phone ask a few pointless security questions say sorry they haven't got a 64/8 and hang up... target met....result..

pembo

tooltip();

 

Posted by Anonymous on Thu, 25/03/2010 - 14:03

 

 

You obviously managed to get through a time or two (you really were lucky) and discovered that you really are better off not bothering.

Of course, if you write to them instead they simply deny ever having received your letter.

Oh for the good old days when you could go to your local tax office and drag them over the desk.

Thanks (0)
avatar
By Anonymous
25th Mar 2010 16:06

happy days

Dragging over the desk makes me go all misty eyed...everyones so flippin polite and PC these days...had a COP11 long time ago that came to a head when the client (well wife of to be precise) attacked the inspector with a bag of frozen peas when happening upon him in their local supermarket...fortunately the enquiry had been settled by then .....

pembo

Thanks (0)
avatar
25th Mar 2010 18:30

Lucky

 

 

He wants to think himself lucky she didn't happen upon in in the local garden centre, next to the bags of manure.

Thanks (0)
avatar
By djbrown
27th Mar 2010 08:38

How's this for a good line?

After many days of repeatedly phoning and only getting the answering machine "Sorry we're busy" message, I duly wrote and emailed to HMRC.

After several weeks, I received an email reply including the following line:

"I apologise for the delay in replying and for any information this has caused.”

'Nuff said..

 

davebrownvat

 

Thanks (0)
avatar
By Anonymous
30th Mar 2010 09:15

Election looming

The simple plain truth is that when politicians go on about 'cutting waste in public services' (usually to loud cheers) this sort of thing is usually the result. It's not a party political point, because they all say roughly the same thing, and they all know roughly the same amount about how toun a large department.

Time and again a new minister demands savings, and the administrators deliver by the quickest and shortest route. In HMRC that means closing local offices and opening call centres, accompanied by a reorganisation of processing and investigation functions.

You don't need me to explain what the outcome is. If that's what people want for the sake of a fraction of a penny off Income Tax then that's the right answer, in a democratic system.

So next time a politician starts mouthing off about how much efficiency saving his government will achieve, ask them EXACTLY what they intend.

 

 

Thanks (0)