Only a few days to go: We’re raising £25,000 to keep TheyWorkForYou running and make sure people across the UK can hold their elected representatives to account.

Donate to our crowdfunder

Revenue and Customs

Treasury written question – answered on 10th February 2010.

Alert me about debates like this

Photo of Steve Webb Steve Webb Shadow Secretary of State for Work and Pensions

To ask the Chancellor of the Exchequer whether his Department has carried out research to establish the reasons for the reduced demand for face-to-face interviews at HM Revenue and Customs enquiry centres; and if he will make a statement.

Photo of Sarah McCarthy-Fry Sarah McCarthy-Fry Parliamentary Secretary, HM Treasury

HM Revenue and Customs' (HMRC) analysis suggests that a range of factors are leading to a reduction in customers using the face-to-face channel. These include:

increasing take-up of online filing services (around 75 per cent. of self assessment customers filed online this year); and increasing use of HMRC's website (with over 80 million hits in 2009-10 compared to around 44 million hits in 2006-07).

HMRC has supported this trend, for example by encouraging customers to renew their tax credits over the telephone and by pointing customers who are able to do so to use the telephone and online services as their first point of call for advice.

Does this answer the above question?

Yes0 people think so

No2 people think not

Would you like to ask a question like this yourself? Use our Freedom of Information site.