HMRC closures questions after calls chaos

The SNP have seized on revelations that HM Revenue andCustoms failed to answer as many as 44 million phone calls last year – 43% ofthe 103 million calls received - despite employing the equivalent of 10,500full-time staff at a cost of £233m.

The National Audit Office said the performance of 31customer "contact centres" during 2008/09 was"unacceptable".

The revelations come in the same week as the Treasuryannounced plans to close 130 HMRC offices with the loss of up to 1,700 jobs.

SNP Westminster Treasury spokesperson Stewart Hosie MP said: 

“These are shocking failures by HMRC which make the staffcuts and office closures announced earlier this week all the more disgraceful. 

“If HMRC are already struggling to cope, then what kind of impact will theclosure of 130 offices and loss of 1,700 staff have on already beleagueredservices. For the Treasury to push ahead with these job losses is pure madness,and the public and businesses will suffer.

“If anything it seems HMRC should be increasing their staff and services tocope with their workload. We are in the teeth of recession, and it is no timefor the Labour Government to be adding to the dole queue.

“As well as being a bitter blow to the HMRC workforce, these cuts will hitbusinesses and the public just when they need accessible and well-resourcedservices most. 

“UKMinisters must get a grip with HMRC and think again over these outrageous andill-timed job losses.”

Note:

Details of the National Audit Office findings about HMRC can be found here:

http://www.nao.org.uk/