Author: JW / / Latest News
HM Revenue & Customs have announced that they are going to close all 170 offices across the country and replace them with 13 new regional tax centres. This is part of a major restructuring which is going to save hundreds of millions of pounds from its budget.
HMRC have announced that these changes will come into force over the next 10 years as part of the on going modernisation.
Currently HMRC has 170 offices which include 17 call centres. They closed the last 281 walk-in help centres last year which removed the option for face-to-face contact to help 2.5 million people a year.
In March 2014 the average call wait time was just below 3 minutes, as of March 2015 it has risen to just under 15 minutes wait time. Recently it has been revealed that it was forced to hire 3,000 more staff to answer the high volume of calls as it began to fall short on customer service targets.
The planned budget cut will save £210 million from its costs within the last financial year, which will take its savings to £991 million over the past 4 years.