In this month’s Enews, we look at ways HMRC could save millions of hours and improve its customer service levels. There is also news on the government’s Industrial Strategy and self assessment filing numbers over Christmas to update you on. We look at HMRC’s warning for the millions of taxpayers yet to file their self assessment returns. There is also news on EU trade relations and warnings about the government’s employment plan from small business to update you on. We look at calls to make changes to unfair VAT rules. There is also news on proposed regulatory changes to benefit small businesses and the UK’s latest economic data to update you on. Finally we look at a scathing report on HMRC’s customer service levels. There is also news on the UK jobs market and an upgrade to the nation’s economic outlook to update you on.
- HMRC could save millions of hours with tracking system
- Government launches Industrial Strategy Advisory Council
- Over 40,000 file self assessment over the Christmas break
- 5.4 million yet to file their self assessment tax return
- Government must reset EU trade relations, urges BCC
- Employment plan will harm jobs, warns small firms
- CIOT calls on government to rewrite unfair VAT rules
- Regulators must grasp growth opportunity
- UK economy returns to growth as inflation dips
- Parliamentary watchdog accuses HMRC of deliberately ‘degrading’ phone services
- Labour market challenges remain as wages grow
- IMF upgrades UK’s economic outlook
HMRC could save millions of hours with tracking system
HMRC could save an estimated 1.7 million hours of call handlers’ time every year if it implemented an automated status tracking system, according to two of the leading bodies for tax advisers and chartered accountants.
A joint study by the Chartered Institute of Taxation (CIOT) and ICAEW tracked attempts to contact HMRC across phonelines and webchats for six weeks. It found that more than one-third of contact attempts were made to chase progress on existing enquiries, rather than to make a new enquiry.
The bodies say that, while improving customer service performance remained crucial, a significant reduction in the need for agents and taxpayers to contact HMRC in the first place was vital.
Only 33% of contact attempts to HMRC resulted in the query being fully resolved, the study found, with the average wait time across phone and webchat standing at 19 minutes.
The introduction of an automated tracking system to eliminate progress chasing calls could save more than 1.7 million hours each year, the equivalent of 1,000 full-time employees or approximately £36 million, CIOT and ICAEW said.
Additionally, an automated tracking system would reduce the number of staff needed to answer such calls, who could be redeployed elsewhere.
Ellen Milner, CIOT’s Director of Public Policy, said:
‘The report’s recommendations are practical solutions which can deliver significant improvements for agents and taxpayers.
‘Additionally, from an HMRC perspective, resolving issues with progress chasing alone has the potential to save them over £36 million a year in staff costs. This seems a good place to start for releasing funds for much needed investment in training and digitalisation.’
Internet link: CIOT website
Government launches Industrial Strategy Advisory Council
The UK government has launched a new Industrial Strategy Advisory Council which brings together business leaders from across the UK to offer advice.
The government says the Industrial Strategy will help maintain a pro-business environment to capture a greater share of internationally mobile investment and motivate domestic business to boost their investment and scale up their growth.
It will channel support to sectors and geographical clusters that have the highest growth potential for the next decade, the government adds.
Anna Leach, Chief Economist at the Institute of Directors said:
‘We welcome the launch of the Industrial Strategy Advisory Council which will offer independent advice and recommendations to government as it develops the Industrial Strategy.
‘It’s incredibly important to see the role of businesses in designing and delivering the government’s growth mission given prominence. An industrial strategy which embeds stability and long-termism alongside astutely targeted investments can play an effective role in driving this mission.
‘It is also good to see that the council will have a role in holding the government to account in the effective delivery of industrial strategy through data, analysis and reporting. We look forward to engaging with the new council in creating the conditions for businesses to thrive in the UK.’
Internet link: GOV.UK IoD website
Over 40,000 file self assessment over the Christmas break
More than 40,000 taxpayers completed their self assessment returns over the Christmas break, according to figures from HMRC.
On Christmas Day 4,400 people filed their tax return online while almost 12,000 submitted their tax return on Boxing Day.
Christmas Eve was the busiest day for returns over the festive period with 23,731 filing their returns.
Then numbers were released by the tax authority as it continues to encourage taxpayers to prepare and file their tax return ahead of the deadline on 31 January 2025.
Myrtle Lloyd, HMRC’s Director General for Customer Services, said:
‘People who need to file a self assessment return and already have can enjoy the rest of the festive period knowing they’ve got it wrapped up for another year … for those who haven’t started yet, our online service is available 365 days a year so there’s still a chance to get it done. Go to GOV.UK and search ‘self assessment’ to access the online help and start today.’
Internet link: HMRC press release
5.4 million yet to file their self assessment tax return
With less than a month to go 5.4 million taxpayers still need to complete and pay their self assessment and avoid penalties, HMRC warns.
Anyone required to file a tax return for the 2023/24 tax year who misses the 31 January 2025 deadline could face an initial late filing penalty of £100.
Thousands of taxpayers have already done so by completing their tax returns before the fizz was barely flat on New Year’s Day.
HMRC revealed that more than 24,800 people filed on 1 January. A further 38,000 had even squeezed theirs in before the bells on 31 December 2024, with 310 filing between 23:00 and 23:59 on New Year’s Eve.
Myrtle Lloyd, HMRC’s Director General for Customer Services, said:
‘We know completing your tax return isn’t the most exciting item on your New Year to-do list, but it’s important to file and pay on time to avoid penalties or being charged interest.
‘The quickest and easiest way to complete your tax return and pay any tax owed is to use HMRC’s online services – go to GOV.UK and search ‘self assessment’ to get started now.’
Internet link: HMRC website
Government must reset EU trade relations, urges BCC
The need for the UK government to reset trade relations with the EU continues to grow, according to a report from the British Chambers of Commerce (BCC).
The BCC report, assessing the fourth year of Brexit, identifies fresh challenges as regulations continue to diverge, creating ‘further headaches’ for traders on both sides of the Channel.
The Trade and Cooperation Agreement (TCA) was agreed on Christmas Eve in 2020 to allow tariff-free trade with the EU once Brexit took effect.
But services access is limited by rules on business mobility and only 15% of exporters think the deal is helping them to grow sales with Europe, while 41% disagree, according to a BCC survey.
Shevaun Haviland, Director General of the British Chambers of Commerce, said:
‘The government has talked a lot about a new era of trade relations with the EU. But firms are grappling with increasing costs off the back of the Autumn Budget and this change cannot come soon enough.
‘We need to see a smart and flexible approach to these negotiations. Our businesses are clear on what they want to see, less paperwork and bureaucracy, greater flexibility on business travel and a balanced Youth Mobility Scheme between the UK and EU.
‘There is no time to lose in driving forward the changes we need to see. Firms are suffocating under a blanket of rising costs and improving our trading relationship with the EU could provide the growth needed to transform the dour outlook many are facing.’
Internet link: BCC website
Employment plan will harm jobs, warns small firms
Small firms fear the new Employment Rights Bill will harm recruitment, according to a survey by the Federation of Small Businesses (FSB).
The research shows that 92% of small employers have concerns about measures in the Bill.
One of the main concerns cited in the Bill is changes to unfair dismissal legislation, which would expand the grounds for employees to take their new employer to a tribunal from their first day in the job.
In addition, 67% said the Bill would see them recruit fewer staff while 32% said they would reduce headcount before the measures become law.
Tina McKenzie, FSB’s Policy Chair, said:
‘Small firms have made it crystal clear that the Bill will not motivate them to hire more whatsoever. Their feedback is emphatic, resounding, and overwhelming.
‘Ministers must show they get the risk to jobs and avoid a cavalier, dogmatic or patronising approach to the loud and clear feedback from small businesses. The economy is in no fit state for a ‘war on work’.
‘If employers fear they will be sued, fewer will hire – with knock-on effects including a rising benefits bill and a lasting drag on living standards across the UK.’
Internet link: FSB website
CIOT calls on government to rewrite unfair VAT rules
The Chartered Institute of Taxation (CIOT) is calling on the government to address unfair tax rules as interest rates on late payments rise.
The CIOT is urging the government to reintroduce rules which enable HMRC to waive interest on underpaid VAT when no actual tax loss to the Exchequer occurs.
This power was omitted from the new VAT interest regime which came into effect for VAT return periods starting on or after 1 January 2023.
The exposure to interest where there is no tax loss is due to the unique operation of the VAT regime.
The interest rate on late payment of tax is due to increase by a further 1.5% in April, with no equivalent increase in interest on overpaid tax.
Richard Wild, CIOT’s Head of Tax Technical, said:
‘It is possible for a taxpayer to under-declare an amount of VAT due to HMRC, in circumstances where that VAT is reclaimable by a third party, such as the taxpayer’s customer.
Under the previous interest regime the principle of commercial restitution could be applied, providing HMRC with discretion not to charge interest in these circumstances, because there had been no loss to the Exchequer.
Under the present system, HMRC no longer has statutory discretion to not charge interest in these circumstances. So, interest is now being charged in situations where there is no net loss of tax.
We do not understand this to be a deliberate decision on the previous government’s part, but it is vital that this unfairness is removed and commercial restitution reinstated.’
Internet link: CIOT website
Regulators must grasp growth opportunity
The UK’s regulators must grasp the opportunity to help small business grow, says the Federation of Small Businesses (FSB).
The FSB has written to seven of the UK’s regulators with a set of measures to unlock small business growth. The regulators are the Financial Conduct Authority (FCA), Finance Reporting Council (FRC), Ofgem, Ofwat, Ofcom, Competition and Markets Authority and Information Commissioner’s Office.
This follows requests from the Prime Minister, the Chancellor of the Exchequer and the Business Secretary for leading regulators to submit proposals by mid-January for reforms that will spur investments and back economic upturn.
The FSB is calling for a better regulatory policy atmosphere in various areas ranging from financial services to broadband and utilities to digital markets. It has asked the FCA to investigate the use of Personal Guarantees for limited companies, the FRC to include late payments in audits and Ofgem to ensure small firms get quarterly bills from energy companies.
Tina McKenzie, Policy Chair at the Federation of Small Businesses said:
‘We’re glad to see this drive at the start of a new government and new Parliament.
‘Regulators must grasp this opportunity to propose small business growth measures within their activities and remits. We’re also keen to see ministers and all public bodies to put their shoulders to the wheel on growth, alongside business and industry.
‘Regulating for growth doesn’t always mean deregulation – sometimes it means better protection for small firms as consumers.’
Internet link: FSB website
UK economy returns to growth as inflation dips
The UK economy grew for the first time in three months in November, according to the Office for National Statistics (ONS).
ONS figures showed an expansion of 0.1% in GDP after the economy shrank in each of the two previous months.
But the figure was lower than economists had expected, with declines in manufacturing and business rentals and leasing.
Figures showed the services sector drove the marginal growth in November, with pubs, restaurants and IT companies performing well.
UK inflation dipped in December for the first time in three months, the ONS reported.
Prices rose 2.5% in the year to December, down from 2.6% the month before, ONS said.
The ONS said while hotel prices and tobacco prices had fallen last month, the decreases were offset by the cost of fuel and second-hand cars rising.
Ben Jones, CBI Lead Economist said:
‘After a string of disappointing data, it’s good to see that growth returned to positive territory in November, though the economy is still only on track for a very modest expansion at best over the final quarter of last year.
‘In the wake of the Autumn Budget a mood of caution seems to have settled over UK businesses. Many firms are entering 2025 with a focus on reducing operational expenditure, which is likely to weigh on pay, hiring and investment in the months ahead.
‘The government can help shift the UK’s economic narrative with more determined focus on measures that could underpin growth.’
Internet link: ONS website ONS website CBI website
Parlimentary watchdog accuses HMRC of deliberately ‘degrading’ phone service
Parliament’s spending watchdog has accused HMRC of deliberately running down its phone services to force people to go online, according to a report.
The Public Accounts Committee’s (PAC) report into HMRC’s customer service levels found that the average call waiting time has passed 23 minutes.
It also found that 44,000 customers were cut off without warning after being on hold for more than an hour last year.
The report said:
‘HMRC’s customer services have deteriorated even further since this Committee last reported a year ago.’
It continued:
‘HMRC says it has not been adequately resourced to meet telephone demand from customers, but it must take responsibility for its own failings to offer sufficiently effective digital services to customers. We are concerned that it has sought to degrade its telephone service to drive taxpayers to digital channels.’
It added:
‘HMRC has been too willing to let its telephone services fail in the hope this forces people to use its digital services instead.’
The PAC report made this recommendation:
‘HMRC should ensure it understands how far its digital services can replace telephone services and what level of telephone service it needs to retain to meet customers’ needs – including those of small businesses. HMRC should ensure it meets a minimum level of service for all customers, including those seven million customers HMRC estimates can’t use digital services.’
Internet link: Parliament website
Labour market challenges remain as wages grow
The UK labour market remains challenging as employers cut staff numbers and wage growth accelerated, according to the latest data from the Office for National Statistics (ONS).
Average weekly earnings in the three months to November were 5.6 per cent higher than a year earlier, both including and excluding bonuses, the ONS said.
Payrolled employment fell by 0.1 per cent between October and November and was 11,000 lower in the three months to November than in the previous quarter, said the ONS.
Early estimates for December suggest a bigger month on month drop of 47,000 to 30.3mn in the payrolled workforce.
Jane Gratton, Deputy Director Public Policy at the British Chambers of Commerce (BCC) said:
‘The labour market continues to be challenging for many businesses, with wage growth continuing to rise as firms compete for skilled workers. This is a concern as they face a significant rise in employment costs in April.
‘However, there are also signs of further loosening as unemployment ticks up, vacancies continue to fall and economic inactivity dips.
‘The full impact of the changes to national insurance and the minimum wage, announced at the Budget, won’t be fully seen until later in the year. However, the warning lights on recruitment, employment and training are already flashing.’
Internet link: ONS website BCC website
IMF upgrades UK’s economic outlook
The International Monetary Fund (IMF) has upgraded its growth forecast for the UK economy this year.
The global institution upgraded its prediction for UK growth to 1.6% for this year from its previous estimate of 1.5%.
As well as upgrading its outlook for the UK, the IMF suggested the UK economy would perform better than European economies such as Germany, France and Italy over the next two years.
However, the latest IMF figures suggested the UK economy had weaker growth last year than the organisation had expected.
Rachel Reeves, Chancellor of the Exchequer said:
‘The UK is forecast to be the fastest growing major European economy over the next two years and the only G7 economy, apart from the US, to have its growth forecast upgraded for this year.
‘I will go further and faster in my mission for growth through intelligent investment and relentless reform and deliver on our promise to improve living standards in every part of the UK through the Plan for Change.’
Internet link: IMF website HM Treasury website
