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HMRC Improvements and the Personal Tax Account

Paystream News

Tuesday 30th Aug, 2016

What is the Online Tax Account?

Personal Tax Account is a new HMRC system bringing all of your employees tax details into one place so that they can register, file, pay and update your tax information online at anytime. HMRC already offers an online tax account for businesses and now this innovative new account will help people across the country manage their tax affairs more easily. Please click here either sign up or register:

We can add a payslip message to your electronic payslips if you wish to let your employees know.

HMRC's improvements

HMRC says they have fully recovered from the poor standard of customer service provided in early 2015 and are now offering their best service levels in years. In May and June 2015 HMRC's average time to answer a call was 19/20 minutes. This dropped to eight minutes in November 2015 and HMRC has maintained between five and six minutes to date.

HMRC have now recruited more than 3,000 additional advisers who can work outside normal office hours when many customers now choose to call HMRC, they have introduced a more flexible working day to deal with large fluctuations in customer demand throughout the year, underpinned by a new telephone system that enables HMRC to move calls around the country in response to demand, and HMRC are launching online services that enable customers to manage their tax affairs when and where they want, including by smartphone, with online support such as webchats. The new personal tax account already has more than 1.5 million users and the business tax account more than five million registered users.

The Chancellor had announced in the 2016 Budget the commitment to improving customer service performance further, through the introduction of a seven-day service by April 2017, with extended hours and Sunday opening on main phone lines, as well as online support services like webchats, and recruiting more than 800 new staff into the customer services teams, to reduce call answering times and further increase the flexibility to respond to demand plus a new secure email service - operated through customers' online tax accounts - with a faster average response time than the current post handling target.

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