Oral Answers to Questions

Jo Swinson Excerpts

Tuesday 26th June 2012 Commons Chamber

[Mr Gauke]

The first point to make is that the numbers of front-line staff dealing with tax avoidance and tax evasion are increasing over the course of this Parliament, in contrast with what happened during the last Parliament. There has been improvement in contact centre performance in the number of calls that get through, but more progress is needed. HMRC is deploying staff more flexibly and conducting small-scale pilots to see whether the private sector can provide additional capacity. HMRC is determined to improve performance.

[Jo Swinson (East Dunbartonshire) (LD)]

My elderly constituent Mr George Robertson is concerned about the amount of money that has been wasted because of a catalogue of errors over two years by HMRC helplines and administration. They wrongly issued cheques for overpayments to Mr Robertson, despite his correctly informing them that, in fact, he owed money; and when the saga was eventually “resolved” in April, they got it wrong again. Will the Minister look into that case and the wider lessons that need to be learned, so that HMRC becomes more accurate and cost-efficient?

[Mr Gauke]

I am grateful to my hon. Friend for raising that point and I am happy to look into the case. HMRC’s record in dealing with end-of-year reconciliations and improving accuracy is moving in the right direction, but there is more to do.