HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Tuesday, 16 September 2014

Dundee Strike Off!


HMRC, in a volte farce, has reversed its decision to axe 38 jobs in the HMRC Dundee contact centre.

As such the strike action, that was to have commenced this week, has been stopped.

The Courier reports that a last-minute offer by HMRC saw the union call off the strike at 11am.

PCS branch chair Tam Dolan described it as “a major victory for the union and the staff concerned.”

Why then did HMRC back down on this, could it be to do with the referendum or something else?

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"

Monday, 15 September 2014

Contact Centres Survey Report

HMRC have recently published "HMRC Contact Centres Survey Report2013-2014", wherein out of the 4,225 individuals, 77 agents and 118 business callers surveyed 73% of business customers gave positive responses about their experiences, down from 87% over for the previous 2012-2013 period.

Callers who had to speak to HMRC advisers more than once were also asked for detailed reasons for this:

- 36% indicated this was because HMRC had made a mistake;
- 38% said this was due to HMRC not calling back or them not hearing back from HMRC;

Most respondents only had to call once to get through to an adviser (69%) and the call waiting time was on average 4 minutes (median), although (35%) reported waiting less than 3 minutes and (35%) reported waiting more than 10 minutes.

The most common suggestions respondents spontaneously gave for improvements were:

•  Improve the time taken to get through to an adviser (32%)
•  Have better trained / more knowledgeable staff (14%)
•  Remove the automated messages at the start of calls (10%)

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"

Saturday, 13 September 2014

HMRC's Cloudy Outlook


I am indebted to loyal readers who have commented on my recent Digital Revolution article, noting that HMRC's Outlook has been down for three days and there are problems when trying to log into HMRC's cloud based storage system. Additionally, there appear to be issues with regard to the internal mail system.

Seemingly Mark Dearnley has his team working day and night, but they still don't know how to fix it.

I would be grateful for more details as this progresses.

issues logging

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"

Friday, 12 September 2014

Dundee Strike

In the days leading up to the Scottish referendum, HMRC staff at the Dundee contact centre will strike over the threat of job losses.

STV reports that members of the public and commercial services union (PCS) have voted by 183 to seven to take industrial action.

The action will include a series of walkouts next week, commencing with a two-hour walkout on Monday September 15 at 12pm. This is to be followed by daily half hour walkouts for the remainder of the week.

The contact centre, located in the Dundee Technology Park, primarily takes calls on the HMRC tax credits helpline, where recently there have been examples of 300 calls waiting at times.

HMRC are seeking to make redundant 38 members of staff, employed on fixed term contracts.

The ball game will change somewhat if Scotland becomes independent.

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"

Thursday, 11 September 2014

HMRC's Digital Revolution


Ian Barlow (NED of HMRC) has written a guest column for City A.M. in which he talks about HMRC's digital revolution. The article is an abridged version of a piece he has written for Reform.

Here is his article as published on City A.M.:
"JUST like innovative private sector organisations, the government, as a provider of services to the nation’s citizens, needs to reflect and respond to the changing demands of those it serves.

This is especially relevant to Her Majesty’s Revenue and Customs (HMRC), which must provide effective, efficient and impartial services to its 41m individual and 5m business customers, and keep pace with both consumer expectations of good service and government expectations of efficiency in revenue collection.

For much of the nine years since the merger that created HMRC, the Department has focused relentlessly on maximising tax revenues and sustainably reducing its costs. Last year, for the first time, it collected more than £500bn in tax revenues – including £23.9bn in additional compliance revenues – while reducing its costs by £235m. It has also shrunk its workforce and estate from 97,000 full-time equivalent (FTE) employees in 560 offices in 2005 to fewer than 60,000 FTE employees in 190 offices today.

The results have been encouraging. Customer service during this period focused on performance targets for answering phone calls and turning around post. Last year, HMRC delivered its best-ever results on these measures, answering 79 per cent of all calls and dealing with 83 per cent of post within 15 working days.

These productivity, revenue and service gains have been achieved largely through continuous improvement. But incremental gains only take you so far: transformation involves making step-changes at important times. HMRC is making one of these step-changes now – and its reform ambitions have relevance across government.

There are three key enablers of the HMRC step-change: enhancing digital services and making digital the channel of choice for customers; harnessing the potential of data; and developing HMRC’s workforce with the new skills the Department needs for this digital and data future.

By making better use of the data it holds, HMRC’s ambition is to personalise its services according to customer behaviours and needs, so they feel like HMRC really knows them. HMRC will also bring everything together in one place, so that customers, whether individuals or businesses and other organisations, can interact with it once and be done, rather than multiple times with multiple people.
Ultimately, every taxpayer will have their own personal account, where they can transact securely with HMRC, having the freedom and taking the responsibility for filing, making amendments as their circumstances change and, of course, paying their taxes.

There will still be a multi-channel approach, with telephone back-up for those who can’t interact online, and personal contact, even home visits, for those who need extra help. But the vast majority will prefer to transact online, saving money and time for both taxpayer and HMRC.

Effective use of data will not only ensure easier transactions by compliant taxpayers. It will also improve voluntary compliance, such as by automating and checking calculations to prevent inadvertent error. This will free up HMRC’s tax compliance professionals to focus their energies on the small minority who are really trying to cheat the system.

What will it take to achieve these ambitions? None of this will be achieved without investment by HMRC in its people and the changing skills they will need in the future. This will be a smaller, but more nimble and professionalised organisation, with far fewer manual, paper-based processes, and a need for more judgement in dealing with customers’ needs.

It can be readily seen how much of HMRC’s agenda is relevant across government, and how working together with other departments, particularly with those that deal directly with individuals and businesses, could drive further efficiency gains and improve ease of access for citizens. Data sharing is another area for further examination, although, from HMRC’s perspective, its commitment to the confidentiality of taxpayer details is crucial to its effectiveness as the nation’s tax collector.

The focus of Civil Service reform, in the end, is on the citizen, because that is who the government and Civil Service ultimately exist to serve – in the most efficient and effective way they can. The transformation that HMRC is undertaking is clear evidence that the Civil Service does have the right focus, the right vision, and the right leadership and capability to reinvent itself to apply the principles it has established over centuries to the expectations and needs of the modern age."
I find it truly depressing that, for example, a 79% call answering rate seems to be something that he (as a director of HMRC) is proud of:
"Last year, HMRC delivered its best-ever results on these measures, answering 79 per cent of all calls and dealing with 83 per cent of post within 15 working days."
Like it or not, taxpayers will be pushed down the digital route when it comes to interacting with HMRC.

Whilst the vision of the digital future is very positive, the reality will be dependent on the quality of the systems developed and implemented in HMRC.

The question stands: is HMRC capable of implementing a successful digital revolution?

Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"

Wednesday, 10 September 2014

HMRC Delays SME Late Filing Penalties


In theory, as from 6 October, HMRC were to have introduced late RTI filing penalties for PAYE for all companies.

However, the great laid plans of mice, men and HMRC are prone to fall apart. As such, it should come as no surprise top learn that the late filing penalty regime for businesses with less than 50 employees has been delayed until 6 March 2015.

HMRC have put a gloss on this, by saying that it will ensure a "smooth transition" etc.
"Employers with fewer than 50 employees will face automated in-year penalties for late real-time PAYE returns from 6 March next year. 

Those who employ 50 or more people will face penalties from 6 October 2014. 

HM Revenue and Customs (HMRC) will send electronic messages to all employers shortly to let them know when the penalties will apply to them, based on the number of employees shown in the department’s records. 

Ruth Owen, HMRC Director-General for Personal Tax, said:

”Real Time Information is working well. Our most recent figures show that over 95% of PAYE schemes making payments to individuals are successfully reporting in real time, and 70% say that it is easy to do.

“We know from our experience of rolling out of RTI that to ensure a smooth transition for our customers it’s best to introduce changes in stages. This will allow us to update our systems and enhance our guidance and customer support as needed. We know that those who have had most difficulty adjusting to real-time reporting have been small businesses, so this staged approach means they have a little more time to comply with the new arrangements before facing a penalty. 

“We believe this is the best approach for HMRC and our customers, as we all get used to the new in-year penalties.” 

Where employers believe they have a reasonable excuse for sending a return late, they will be able to appeal using HMRC’s new, online appeals process for automated penalties. This should speed up the appeal process for businesses and HMRC. 

In the run up to March 2015, HMRC will examine other ways to encourage employers to comply with the rules, in addition to financial penalties."
The reality is that this is the third delay. As Elaine Clark says, this is great news for SME's.

However, what the fark is really going on in the HMRC bunker?

Smells of cock up to me!


Tax does have to be taxing.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

What is Solar Tax Investigation Insurance?

Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Solar Tax Investigation Insurance



HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"