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What do agents want from HMRC’s online services?

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In an election year, the focus for tax proposals is usually on who pays and how much. But from an agent’s perspective, the systems and processes for collecting tax are just as important.

17th Jun 2024
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Manifestos, as a rule, tend to focus on the headline aspects of tax policy – who should pay, on what and at what rate. How taxes should actually be collected is usually something to be worked out later. But for most agents in practice this is the aspect that really matters, since how HMRC’s systems and processes work directly affects how easy (or otherwise) it is to do our job. 

Part of the work by the Association of Taxation Technicians (ATT) includes speaking to HMRC on what agents need from their online services. Our requests might be less exciting than tax policy changes, but are needed nonetheless. These are some of the things that we have been asking HMRC for in recent years. 

Equal access 

The most basic demand from agents is to be able to see and do everything their clients can see and do online. 

For example, agents can’t see their client’s state pension forecasts online, which makes it harder for agents to spot missing years or issues with Class 2 payments. This can lead to problems with future state pension entitlements. 

Subject to the agent having client authority, we would like to see agents have access on equal terms to all services available to the taxpayer. 

Easy authorisation 

We hear a lot of complaints from members about the challenges of getting authority from digitally challenged taxpayers for new services, such as the Income Record Viewer, capital gains tax (CGT) on UK property service (for 60-day reporting) and trust registration service. 

The “digital handshake” to access these services requires the client to set up a Government Gateway account and verify their identity online. Not all clients can manage this, so a regular ask is for an improved route to help agents get authorised to transact online for clients who are not digitally confident. Many services have a phone route to set up authorisation, but it is cumbersome and may require the client to contact HMRC multiple times.  

All together now 

Another foundational principle is that HMRC’s systems need to be joined up. We all know the issues that new systems like the CGT on UK property service have caused. As a separate system to self assessment, payments can’t be moved between the two systems, leading taxpayers to chase HMRC by phone for CGT refunds. 

Joining up systems is a big ask however. A recent Association of Revenue and Customs (ARC) report highlighted this: “HMRC has one of the largest and most complex IT estates in Europe, with over 600 systems, 800 terabytes of data, 1,000 IT changes a month and a 24/7 IT operation.” Those numbers date from 2021, so are likely to have grown since. 

In fairness to HMRC, part of the motivation behind Making Tax Digital (MTD) is that it provides a vehicle to get funding for a single enterprise tax management platform (ETMP), which will allow more joined-up systems for individual taxpayers. But in the meantime, HMRC has the worst of both worlds – ageing legacy systems that need maintaining, the costs of building new ones and additional taxpayer contact to resolve issues and confusion.  

Keeping track 

There are times when HMRC accepts emails, but it’s far from universal. There is a form of secure data exchange through the Secure Data Exchange Service but this is only available to agents if they are invited to use it by HMRC. It’s also a one-off, transactional service, not a two-way communication process.

In an ideal world, agents should be able to send, receive and track submissions and correspondence to HMRC via a secure portal. Being able to track the progress of requests will also go a long way to help reduce time spent chasing HMRC for progress and increase confidence that correspondence has been received. 

Data transparency 

Nearly two years ago, the Income Record Viewer was launched to allow agents access to four years’ worth of employment data from HMRC’s Real Time Information (RTI) feeds. This is a rich data resource, but is only accessible to agents who complete a digital handshake with each client whose data they want to access. Members tell us that this step makes it impractical for them to use. But with an easier – but still secure – authorisation route for the digitally challenged, it could be a really useful service. 

Building on employment data, we have also asked for agents and taxpayers to be able to see, check and correct the data that HMRC receives from banks and building societies. This data is used to pre-populate P800s and simple assessments, but it could also be used to pre-populate self assessment returns. More importantly, it is not always accurate, but it’s hard for people to know what data HMRC holds about them without ringing or writing. 

As a matter of transparency, HMRC should make the data that it is using to determine taxpayers’ liabilities available in enough detail that taxpayers and their agents can meaningfully check or challenge it. 

Amend PAYE codes online 

One of the biggest gripes from members is the need to ring HMRC to get a tax code changed. While taxpayers have access to a basic online service, agents are forced to queue on the phones to make amendments that, most of the time, HMRC staff accept without question.

While there might need to be a few checks and balances behind the scenes, it would be amazing if agents could make changes directly to PAYE codes online. 

Telephone lines 

Finally, even with the best online services in the world, there will always be people who can’t use them, don’t understand or need extra support. While it does make sense for HMRC to direct simpler queries to automated systems, there will always need to be the backstop of being able to get through to a well-trained human, who can help you out. 

Win-win situation

Many, if not all, of the gaps noted above will be familiar to AccountingWEB readers, and the asks well worn. But unlike most tax policy changes that have winners and losers, anything that helps more agents and their clients to do more online is a win-win – for agents, taxpayers and HMRC.

Replies (46)

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By Wisey
17th Jun 2024 14:46

Great start Helen, I'll add the ability to electronically ask for a record to be closed because the client no longer meets the SA requirements.
Irrespective of how many HMRC platforms there are one authorisation should cover them all for personal tax clients who rarely use a different agent for different taxes.
Ways for an individual to contact HMRC without sitting on the phone for 90 mins, I currently have one I can't get authorised because HMRC have set up his address with an incorrect postcode, a trustee who can't set up a Gateway account for one trust but can for another.
p.s what's going on with the Agent Forum since the light touch moderation came in there have been almost no posts.

Thanks (13)
Replying to Wisey:
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By bendybod
17th Jun 2024 16:32

And a single communication to notify HMRC that a company has been closed, in the same way as the single form to notify them of the services required for a new company.

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Replying to bendybod:
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By Gone Sailing
19th Jun 2024 12:41

This works ...........

HM Revenue & Customs
Corporation Tax Services
BX9 1AX
DATE

Dear Sir or Madam

Limited Company Number:
UTR:

This is to inform you that the above company’s last day of trading was xx/xx/xx and is in the process of being struck off.

Form DS01 has been filed at Companies House.

Form DS01 will be filed at Companies House in due course.

Please would you confirm receipt by letter.

Yours faithfully

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Replying to Wisey:
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By DonDan
17th Jun 2024 16:43

I think it's quite clear the "light touch" moderation has absolutly killed the agent forum. I have had several posts refused and been accused of making inappropriate posts as i was pushing for an answer on the difficulties getting through to the webchat.

It's a shame as it actually worked quite well for a while.

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Replying to DonDan:
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By Wisey
17th Jun 2024 20:34

Yup it's almost as if they don't want to know what we think or what doesn't work.
I had one rejected very similar to what I've put above, after I'd spent 40 min on the online chat.
Still Jim Harra got a knighthood.

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Replying to Wisey:
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By DonDan
19th Jun 2024 17:02

Somewhat amusingly i have just tried to make a new post on the agent forum asking them very politely if they would consider reviewing the moderation process they have put in place as it appears to have had a detrimental affect on the forum.

The post has not been allowed by the moderators.

Thanks (3)
Replying to Wisey:
Morph
By kevinringer
01st Jul 2024 13:25

I have been permanently banned from the Agent Forum after asking HMRC why they included a car BiK in a 2024-25 PAYE code when the BiK had ceased 2 years previously and HMRC had been notified by P46(Car) and P11d, and the client had left that employment anyway. HMRC can't tolerate anything that might cast them in a negative light even when HMRC are clearly at fault. No, instead of dealing with their systemic problems they ban agents from asking the questions.

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Replying to kevinringer:
Rob Swan
By Rob Swan
01st Jul 2024 14:42

I take it then that you'll be posting your congratulations to Harra, on his 'gong', second class?

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By naturalworld
17th Jun 2024 17:40

Form SA1 should be able to submit online. Send to HMRC and missing while waiting over month (wasting time).
Authorisation for SA is night mare as well. I apply 6 clients only 1 receive an authorised code letter.

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Replying to naturalworld:
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By stephenleonard
18th Jun 2024 08:42

You can do SA1 online https://www.gov.uk/guidance/register-for-self-assessment-if-you-are-not-...

I have used it several times - my frustration is more when they are rejected due to changes in address where HMRC have a very old address on their system despite them having the correct one on a PAYE source etc. As we are trying to register a client we dont yet have authority so cant change the address for them which means a long painful call from the client to HMRC to update something they already know

Thanks (3)
Replying to stephenleonard:
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By Gone Sailing
19th Jun 2024 12:38

Tell the client to open a Personal Tax Account, and check the address.
It takes 10 minutes.

Thanks (1)
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By CJaneH
17th Jun 2024 19:30

The agent should have access to PAYE coding notices so long as they are the clients agent. I found that once a client no longer was required to submit a SA100, i.e. a self employed person ceasing to trade, then HMRC removed access to PAYE coding notices on line. The agent could phone wasting both the agents time and the HMRC person. The first year or so of retirement with two or more pensions can through up some very odd coding notices.

Thanks (7)
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By FactChecker
17th Jun 2024 20:18

On a par with, or even just ahead of, "we would like to see agents have access on equal terms to all services available to the taxpayer" is another 'fundamental' that a stream of HMRC Directors have promised me for over a decade ... but is never mentioned nowadays:

*** It should be possible for a taxpayer (individual or corporate) and/or agent to view online a copy of any 'file' submitted to HMRC *in the state that HMRC received it* (so that any differences between what it is claimed was submitted and what HMRC holds after a series of its post-receipt processes can be clearly attributed either to what was sent OR to what has been changed by HMRC).
This is not (as HMRC obviously fear) a 'blame allocation' tool, rather it would provide the light and clarity to see *where* things go wrong - and move the focus onto correction and prevention instead of 'them vs us'.

I first put forward this suggestion in the pre-beta RTI.
If adopted, it would have prevented the majority of the dreaded 'duplicate employment' fiascos and would certainly have avoided all the rubbish demands by HMRC (like 'just send us an EYU') ... thereby not only improving the lot of employers & agents, but saving a fortune for HMRC on the resources to handle the complaints / attempt investigations / call off the hounds of hell (aka debt collection) / write 'guidance' that is so wrong it further damages their reputation / and so on.

But it applies across the board for other taxes and submissions ... ever more so as HMRC accelerate their policy of making changes (S-E NI anyone - and there are many other examples) *without* making it clear to the taxpayer that this has been done (let alone why).

For those of an older generation (mine), can you imagine writing a letter and posting it ... but only finding out that Royal Mail have 're-processed' the contents prior to delivery IF the recipient of your now-edited letter complains to you about something you (didn't) say?

My proposal would of course require quite a culture change within HMRC (moving from the blame-driven defensive posture to a solution-focused, transparent way of working) ... but that's one of the major benefits that a braver person than Harra could deliver (to the advantage of both HMRC and taxpayers).

Thanks (7)
Replying to FactChecker:
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By johnjenkins
18th Jun 2024 09:44

Bring back agent strategy.

Thanks (2)
Replying to johnjenkins:
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By FactChecker
18th Jun 2024 13:49

When 'a problem shared' generally led to a rapid resolution (and often prevented that problem re-occurring for others)?

Nah, too logical - and doesn't play to HMRC's current culture ('we're right and you're wrong; nyah, nyah ..').

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By johnthegood
18th Jun 2024 08:16

An excellent summary, I would also add that there needs to be a genuine regular constructive engagement between those of us in the trenches and HMRC - a huge shift in attitude from HMRC to realise that if they listen to us it makes the world better for everyone.

In short give us the tools we need, and we will do a better job.

I do not accept that these things are too difficult for HMRC, when they want to implement something they do, its a shift in culture that is required.

We have of course been asking for all of these for many years

Thanks (7)
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By stephenleonard
18th Jun 2024 08:46

I have always wondered if the lack of Agents being able to do and see everything is really down to legacy systems and money OR is it that there is an underlying reluctance from HMRC to allow people who know straight away what they are doing (US) to remove people who dont (HMRC) from the equation.
I always feel that the HMRC staff resent the fact that agents often know more about the tax system than they do and feel that their power is to make things awkward for us (or maybe it is simply lack of training within HMRC)

Thanks (7)
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By Damon Williams
18th Jun 2024 09:03

Great article, its interesting to have the topic opened up for discussion within the industry.

I think the things that accountants want most is simply access to reliable data that is provided in a timely manner. Its bizarre to me that in 2024 its not possible for us to (after receiving authorization) view our clients employment information to view their state pension eligibility, employment income received for the year (including P11D’s) and pension income (including state pension) when its all data which is held by HMRC. It would be like walking into Tesco and a member of staff telling you that they cant show you where any of the products are in store.

The API connection that tax software uses to fetch this information (eg Digita & Xero Tax)needs to be improved also, I feel like I can't quite always trust it and can't fathom why it is unable to split out multiple pension P60’s.

Perhaps this is a better focus for HMRC than developing an AI chatbot that isn’t much good (from my experience anyway).

Thanks (7)
Replying to Damon Williams:
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By Gone Sailing
19th Jun 2024 12:47

Income Record Viewer does all P60s.

Thanks (1)
Replying to Gone Sailing:
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By Wisey
21st Jun 2024 15:06

yes it does, but it's useless for clients who can't or won't engage with a Gateway account. It doesn't matter how many times i send them the link (which I shouldn't have to if there's a 64-8 or FBI in place) if they TL:DR the instructions I can't access it.

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By JamesDS
18th Jun 2024 09:05

A phone number that will be answered in under 8 rings by an expert, who will give good advice and stand by it.

Thanks (8)
By mydoghasfleas
18th Jun 2024 09:16

A change of attitude from HMRC would be a good start. If it wants taxpayers to engage "digitally", it needs to create a digital swipe right environment. That starts with an all under one roof application, that application needs to be available to the agent without the client having to register to create the account. Then if the agent has access to it, she/he (other pronouns omitted to save time and space) could invite the client to view it and register if they have not already. That way all three parties can see what is there.

The above is simply dreaming; we all know it will not happen. HMRC still seems to be struggling with onboarding the Contributions Agency after its split from the DHSS, let alone the 2005 merger. It creates multiple interfaces and applications that do not interact, rather adopt the premise income tax, NIC, CGT can affect every taxpayer, so put those records together. Include elections made, employment records to cover 4 years. Then the taxpayer/client, agent and HMRC are viewing the same data and gaps can be filled or data queried. Finally, add a means of being able to input missing data for HMRC review. If there is also VAT create a link to it.

Create one access point to all of this, with simple registration and verification process (i.e. not having to remember 2nd cousin twice removed parrot's inside leg measurement and favourite phrase plus thumbprint. (How long before fingerprint login finishes up on the Police National Computer?)

If the above were to happen, waiting times on phone calls would fall because so many calls would be unnecessary.

Finally, make online resources understandable, writing, "you're" instead of, "you are" does not make anything more accessible if the narrative is written by someone who starts from the assumption, "I understand what I am saying, I cannot understand why my explanation of it is so difficult for you!"

Thanks (4)
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By Ian McTernan CTA
18th Jun 2024 09:29

Well one agents reference for a start, rather than the current two log ins system....

Proper access so we can deal with the vast majority of items that currently require a call to correct HMRC's many errors..

I could go on, but they won't listen.

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By Paul_Benton
18th Jun 2024 09:44

Personally I would like to see:

- ability to change tax codes
- drop box to digitally send correspondence to HMRC which can be acknowledged as received without relying on postal system
- Better links between the SA and CGT account for property sales
- agent dedicated web chat accessed via the clients online agent account which bypasses the chatbot

I'm sure there are lots of ideas and complications but these seem pretty simple requests to me.

Thanks (3)
Replying to Paul_Benton:
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By Gone Sailing
19th Jun 2024 12:53

Clients can change their tax codes in their PTA - just email them screenshots & instructions.

Thanks (1)
Replying to Gone Sailing:
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By johnthegood
19th Jun 2024 13:07

Gone Sailing wrote:

Clients can change their tax codes in their PTA - just email them screenshots & instructions.

Why should they when they have authorised an agent to deal with HMRC for them?

Thanks (3)
Replying to johnthegood:
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By Southwestbeancounter
19th Jun 2024 13:40

johnthegood wrote:

Gone Sailing wrote:

Clients can change their tax codes in their PTA - just email them screenshots & instructions.

Why should they when they have authorised an agent to deal with HMRC for them?

Exactly! Why have an agent if they are going to bypass them and do the job themselves?!

Thanks (2)
Replying to johnthegood:
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By Gone Sailing
19th Jun 2024 15:02

Well, I don't intend to be controversial, I'm not sure a client would see it that way, mine don't, and dare I say it might reduce the number of agents on the agents' line.
Because we all need to manage this, and change is not imminent.

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By Self-Employed and Happy
18th Jun 2024 10:06

Here we go

1) I want one singular log in for every single tax I could ever possibly need access to

2) I want to be able to authorise a client without them necessarily having to have their own government gateway ID (VAT as an example), I sense the other taxes will go this way instead of the good old code in the post which for me has been incredibly reliable and good.

3) I want to be able to re-allocate payments in every tax, this will save HMRC and me many hours every year

4) I want to be able to remove individuals from the self assessment online or tell HMRC no taxable income for a particular year

5) I want email correspondence with HMRC, the last 4 years I have had a client with an import case going through FTT / Appeal etc and dealing with the Duty team at HMRC via email has been EXCEPTIONAL.

6) A central place where you can remove a client and it removes all of the authorisations in one go, somehow even though I've removed a few clients from our portal, they don't show on there but we still get post for them!

7) More trust from HMRC to be placed on agents, they clearly aren't going to give us the competent, knowledgeable advisors on the phone we need so therefore I need to be able to either make changes myself or give me the email of someone that can.

I feel nowadays there is such a gap in knowledge between myself and advisors I speak to, it is incredibly frustrating and they're simply a wall to go through to get me to the place I need to go, they just waste so much of my time with "we'll refer it to x,y,z" then nothing happens so you ring again...

Thanks (6)
Replying to Self-Employed and Happy:
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By Wisey
18th Jun 2024 18:01

it's as if HMRC don't realise
1 it wastes our time hanging on the phone for hours only to be told the officer can only deal with one simple query because they're due a break.
2. it would benefit all parties if we were able to change codes/apply for an SA record to be closed, because then HMRC staff wouldn't have to do it and they could concentrate of giving a half decent service to unrepresented taxpayers (sorry customers).
3. they keep up the we'll get around told dealing with your paper return/letter/appeal in about 6 months. (maybe the volume of post is due to no one being able to get through on the phone - just a thought Sir Jim), I'm going to eventually raise a compensation claim against the Dept for unreasonable delay.

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By Stargazer42
18th Jun 2024 10:25

I agree with all of the above.

The one I would add is that if a client has made a capital loss after the sale of property that needs to be reported (under 60 day reporting) but before the gain is reported, the loss can be setoff against the gain. This would avoid the client having to overpay CGT in the first place and reduce the number of CGT refunds that we have to go through the pain of trying to recover.

Ideally of course, as has been said above, the CGT system would also link to SA.

Thanks (1)
Replying to Stargazer42:
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By johnjenkins
18th Jun 2024 10:44

I feel the move from SA reporting of CGT to 60 days and then SA reporting is all down to getting everyone and every transaction on an RTI basis, albeit by piecemeal.
This idealistic approach (just like the EU, one parliament) will fall flat on it's back but not of course until it's done untold damage.

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By Twickers Call
18th Jun 2024 11:06

Tax Proposal
We are frustrated with the inadequate procedures and half baked policies of HMRC. Why on earth there are two systems in the U K for income tax and capital gain tax for the same taxpayer. Most peculier the agents are not allowed access to deal with capital gains on disposals of residential properties. HMRC has made it so complexed and unreasonable for the taxpayers to deal with their simple disclosures. It is harder than ever before for an honest taxpayer to keep their affairs simple. Why HMRC not simplify the system by allowing the taxpayer to make their capital gain tax payment into the self employment account straight away and then disclose the capital gains as normal on the annual tax return with other income. The system would then make it so simple for both the Revenue and the taxpayer.
What sort of service rendered by those who to get honours?

Thanks (4)
Ivor Windybottom
By Ivor Windybottom
18th Jun 2024 11:19

I would like a single portal where you can see all the correspondence, forms, codes, etc. passing between HMRC, agent and taxpayer, with details of progress on each item.

This could then provide a proper audit trail and a measureable service indicator. When this falls behind there may be some motivation for HMRC to improve their (digital) service.

It would be nice for these public **servants** to have some sort of accountability to their public masters.

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By bigmuggsy
18th Jun 2024 13:22

The ability to view CIS tax withheld for both sole-trader and ltd company clients and being able to offset this against other taxes would help.

The PAYE and VAT agent online services need a complete overhaul.

Thanks (5)
Replying to bigmuggsy:
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By Southwestbeancounter
19th Jun 2024 13:43

Yes, or even just to be able to view the records of tax paid etc for a CIS only contractor would be a start!

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Replying to bigmuggsy:
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By Gone Sailing
19th Jun 2024 14:04

Glad I'm out of CIS. The last I knew it was "you apply for a refund (or set off) and we'll tell you if you got it right or wrong, and if you get it wrong we won't tell you why".

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Replying to Gone Sailing:
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By bigmuggsy
20th Jun 2024 13:26

Pretty much sums it up!

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By KFJOC
19th Jun 2024 08:59

Helen,
HMRC are not listening, not to us, not to the public and not to Government.
The helpful summary of your engagement with HMRC would have been more effective if you had put it to politicians, a hustings perhaps. Do you have time to arrange this before 4 July?

Accountingweb's report of Jim Harra's knighthood tells us where the profession is at the moment and we really need to develop some impact - why don't you take this list of the hard work done by the ATT to the wider media? Is Martin Lewis an option?
There does need to be a wider campaign and an alternative strategy. The question for the house is "why is it that taxpayers and Parliament are so badly served" and how can the profession help to change this?

Thanks for your work on our behalf.

Thanks (4)
Rob Swan
By Rob Swan
19th Jun 2024 09:05

What do agents want from HMRC’s online services?

To be see ALL the relevant information and to be able to do all the NECESSARY things with ease and efficiency. Well, that's obviously not happening and not likely to be any time soon, (due to HMRC's gaffer tape and old shoe lace IT systems). Which brings us nicely to a more pertinent question:

What do agents want from HMRC?

How about... For 'online services to 'just work' (see above) and when they don't, or when help is required, to be able to speak to a competent person (human, not AI chatterbot), within a few minutes, to resolve the matter quickly and efficiently.

It seems the ONLY thing HMRC can do quickly and efficiently is bag a gong for their CEO. Anything else and..... Sorry! Not happening. Never likely to. Now go to the back of the queue.

Childish and flippant comment? Maybe.
Fair and reasonable expectation? Absolutely.

The worse it gets - and it will - the more people will leave the profession. The more people leave the profession, the less new/young people will join and there will be less experience/expertise to train them and.... the worse it will get.

(FYI: I am not a doom-monger. I'd love Harra's job. I'm pretty sure I could deliver a reasonable service and decent IT within two-three years; which is why I'd never get that job, even if I was in the running, which I'm not.)

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By Amanda T Weller
21st Jun 2024 14:50

Replying to bendybod:
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By Gone Sailing
19th Jun 2024 12:41
This works ...........

Only if it is sent by registered post, can it be guaranteed to arrive @ HMRC's scanning desk

Thanks (1)
Replying to Amanda T Weller:
Rob Swan
By Rob Swan
26th Jun 2024 08:32

Smelling error: 'scamming' desk. Yes?

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Pile of Stones
By Beach Accountancy
25th Jun 2024 20:12

All HMRC staff to give you a unique reference number when you contact them (e.g. I'm Bob, reference 123456), so preserving anonymity..

You can then quote this reference number when complaining about them / querying why they won't stand by the advice they have given, etc.

Standards may then slowly go up...

Thanks (1)
Replying to Beach Accountancy:
Rob Swan
By Rob Swan
26th Jun 2024 08:36

Only problem there Beach Accountancy...

HMRC don't want standards to go 'up'.
In support of my argument I simply point to everything they've done in the last 10 or 20 years, (30+ years ago I think HMRC were pretty good).

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Morph
By kevinringer
01st Jul 2024 13:34

Helen, you say:

"In fairness to HMRC, part of the motivation behind Making Tax Digital (MTD) is that it provides a vehicle to get funding for a single enterprise tax management platform (ETMP), which will allow more joined-up systems for individual taxpayers."

But MTD VAT is on the ETMP yet it has not introduced any new functionality. For example, any amendments to VAT returns still have to be made using paper form VAT652. Surely we should be able to amend online or via software. Similarly, HMRC's SA system has permitted the filing of supporting documents since 2000 yet HMRC's MTD VAT system does not. HMRC often challenge large VAT repayments such as when a client purchases business premises that includes VAT. It would save time all round if HMRC let us upload the purchase invoice with the VAT return. That has been built into SA since 2000, so why wasn't it built into MTD VAT?

What is clear with ETMP from a VAT perspective is the agent usability in the ASA is inferior compared to the legacy system. Also, from my discussions with HMRC staff, the usability from HMRC's staff's perspective is worse. HMRC VAT registration staff have told me that when there is a Change Of Legal Entity that retains the VAT number, it takes HMRC staff far more time to make the change on ETMP than it did on the legacy system.

Thanks (1)
Replying to kevinringer:
Rob Swan
By Rob Swan
01st Jul 2024 14:58

HMRC IT is just a 'bag of spanners' - many of them in (ancient) imperial sizes, rusted and bent - as you point out Kevin. And.... ETMP is SAP!! (HMRC isn't really an 'Enterprise' - it's Government, not the same! - although it does have 'Customers'! ;)

Seriously!? Good luck with that! - to all at HMRC.

Pretty sure Capgemini will be the (only) winners there!

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