HMRC: Call Waiting Times

Lord Brooke of Alverthorpe Excerpts

Wednesday 29th June 2016 Lords Chamber

[Lord Brooke of Alverthorpe (Lab)]

Is the noble Lord aware that many older people are having increasing difficulties in dealing with HMRC, notwithstanding what he has just reported? If more offices close, that means more difficulties for them in the future. Is he aware that a special service needs to be provided for such people, and that there is in fact a charity, Tax Help for Older People, with 600 to 700 people working in it, including ex-Revenue people and ex-accountants? I declare an interest as a patron. Given that more offices are to close and that more difficulties are looming for older people, is the Minister prepared to reveal the possibility of giving financial assistance to that charity?

[Lord Ashton of Hyde]

My Lords, HMRC does realise that different people have different needs. The whole point of the online service is that those who are able and willing to use it can do so, which enables HMRC to deal with people in the more old-fashioned way—face-to face and on the telephone. It will be able to do that more easily, and the figures show that it is improving.