HM Revenue and Customs (HMRC) has outlined four major reforms aimed at enhancing its service delivery and addressing concerns about delays and errors. This comes amid a 66 per cent increase in complaints, which reached 12,670 during the 2024-25 financial year, according to Labour Party government data.
Since April 2025, HMRC has successfully reduced the number of aged investigation cases-those pending for more than three years-by 38 per cent. In addition, it is establishing a dedicated team focused on expediting the resolution of older repayment claims.
To further support these improvements, HMRC is investing in advanced technology, including the Secure Digital Exchange Communications (SDEC) programme and the forthcoming Digital Disclosure Service, which is expected to launch between 2027 and 2028.
READ MORE: DVLA expands online medical notification service for drivers over 70 and new applicants
READ MORE: West Midlands Nurse Highlights Impact of NHS Staffing Shortages on Patient Safety
HMRC closely monitors its performance metrics, striving to meet its service standard of responding to 80 per cent of priority correspondence within 15 working days. Regular updates on performance are available to the public through HMRC’s online ‘Where’s my reply?’ tool, enabling customers to track response times.
These reforms form part of HMRC’s broader “Transformation Roadmap,” which aims to modernise the organisation by 2030. The initiative focuses on improving customer service, narrowing the tax gap, and overhauling operational processes.
James Murray, Financial Secretary to the Treasury and Paymaster General, highlighted the ongoing efforts in the House of Commons this week. He stated: “HMRC is increasing capacity in key teams, enhancing workforce flexibility, strengthening case progression, and delivering wider transformation activities to improve the efficiency of its services.”
He added: “Since April 2025, we have reduced the number of aged investigation cases by 38 per cent and introduced measures to bolster oversight, ensuring cases are progressed in a timely manner. The dedicated team specialising in older repayment claims will further hasten resolution times.”
Murray reiterated HMRC’s commitment to transparency, noting the importance of performance monitoring across all services and encouraging customers to utilise available online tools to stay informed about their cases.