Thirty-Seventh Report - HMRC Performance in 2020–21
Select Committee
Public Accounts Committee
HC 641
11 February 2022
Government response
Treasury minutes: Government response to the Committee of Public Accounts on the Thirty Seventh report from Session 2021-22 · published 28 Apr 2022
Recommendations & Conclusions
5 results
3
Recommendation
Not Addressed
HMRC does not have a convincing plan for restoring compliance activity back to pre-pandemic levels.
Recommendation
HMRC does not have a convincing plan for restoring compliance activity back to pre-pandemic levels. In response to the pandemic, HMRC suspended some of its compliance work in 2020–21 where taxpayers could not cope with inquiries, and because it needed …
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Government Response Summary
This is a response to a different conclusion about the SEND review.
HM Treasury
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1
Conclusion
Not Addressed
On the basis of a report by the Comptroller and Auditor General, we took evidence...
Conclusion
On the basis of a report by the Comptroller and Auditor General, we took evidence from HM Revenue & Customs (HMRC) on its performance in 2020–21.1
Government Response Summary
This is a response to a different conclusion regarding HM Treasury monitoring the ongoing cost of COVID-19 to the taxpayer.
HM Treasury
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25
Conclusion
Not Addressed
This Committee has regularly examined HMRC’s customer service performance.
Conclusion
This Committee has regularly examined HMRC’s customer service performance. In 2010, this Committee concluded HMRC’s performance in responding to calls had been poor.43 In 2016, the Committee found that customer service levels had collapsed as a result of HMRC assuming …
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Government Response Summary
The government agrees with the Committee’s recommendation to explain the service levels it is aiming to provide and commit to publishing outturn against these measures; this information will be presented in the Department’s Outcome Delivery Plan, to be published early in 2022-23.
HM Treasury
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27
Conclusion
Not Addressed
HMRC told us that its performance was improving in 2021–22.
Conclusion
HMRC told us that its performance was improving in 2021–22. It said it had got helpline performance up to what it regarded as a “decent service”, and had thus diverted resources to handling post, as this was the area with …
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Government Response Summary
The government agrees with the Committee’s recommendation to explain the service levels it is aiming to provide and commit to publishing outturn against these measures; this information will be presented in the Department’s Outcome Delivery Plan, to be published early in 2022-23.
HM Treasury
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31
Conclusion
Not Addressed
We asked HMRC what Making Tax Digital was for.
Conclusion
We asked HMRC what Making Tax Digital was for. HMRC told us Making Tax Digital was about making tax easier, keeping tax in line with the digital age and making business more productive.56 HMRC also told us that, by providing …
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Government Response Summary
The government is committed to free software for the MTD Income Tax Self-Assessment (ITSA) service for those with the most straightforward affairs, removing one of the financial barriers to participating in MTD, and will improve the support offering to those who may be unrepresented or less digitally capable and provide exemptions for those who cannot go digital.
HM Treasury
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