HMRC Inquiry Centre Closures

Lord Cryer Excerpts

Tuesday 4th March 2014 Westminster Hall

[Mr Gauke]

They are the result of research undertaken by HMRC. Matters can often be resolved over the telephone rather than in a face-to-face meeting. The hon. Gentleman rightly highlighted a case in which an 85-year-old gentleman caught two buses to attend an inquiry centre. If it is possible to drive that service more easily over the telephone, so be it, but there are circumstances in which a face-to-face meeting will be appropriate, so that will be provided.

HMRC’s research has highlighted that up to 1.5 million customers need extra help with their tax and benefits affairs. Many of them need help only for a specific event in their lives, such as when they approach retirement. Others may have low literacy skills, or a mental health condition may make it difficult for them to cope with their affairs. The new, more accessible service will be tailored to the needs of customers who require extra help. Specialist help will be provided over the telephone by extra support advisers who have the time, skills, knowledge and empathy to handle customers’ inquiries at a pace that suits them, and who can identify when a customer needs extra help. If a customer’s query cannot be dealt with over the phone, they can arrange a face-to-face meeting with a team of mobile advisers based across the United Kingdom. Such meetings can be arranged at a time and place convenient to the customer, and extra help will be delivered through HMRC’s voluntary and community sector partners who have been provided with extra funding so that they can support more customers and refer them directly to the new service.

[John Cryer (Leyton and Wanstead) (Lab)]

The Minister says that the service will be more accessible, but can he guarantee that? More than 280 offices will be closed. It is very difficult for the ordinary man and woman in the street to see how the service will be more accessible than it is now. I am sure that he will use the phrase, “Taking the service to the people, rather than people coming to bricks and mortar.” The advantage of bricks and mortar is that it cannot be closed down or moved. Services that go into the community can disappear: lorries, vans or whatever vehicles are used for mobile services can disappear.

[Mr Gauke]

The point I was making is that, yes, 281 inquiry centres are being closed, but there will be something like 350 venues that will be used for face-to-face meetings under the new regime. HMRC fully acknowledges that there is a need to deal with those people who require enhanced support and face-to-face meetings. It has been clear about that.