HMRC Office Closures

Rob Marris Excerpts

Tuesday 24th November 2015 Commons Chamber

[Rob Marris (Wolverhampton South West) (Lab)]

I salute the Minister’s efforts to make a good fist of things, and the efforts of this Government, and the previous coalition Government, to clamp down on tax avoidance. More should be done, but they took good steps. We need a well-functioning HMRC because we need taxes to pay for the goodies that we and our constituents want. We need a well-functioning HMRC to assist business and to maintain the confidence of taxpayers. We need a well-functioning HMRC for effective anti-money laundering steps, to clamp down on tax evasion, and to protect revenue.

It is desirable for HMRC to act efficiently, and technology is changing what it and other large organisations do. For example, 80% of self-assessment returns are now done online, and that availability of information from HMRC—including specialist knowledge—is greatly aided by the internet. There is a difficult balancing act for HMRC between providing information and guidance to businesses and individual taxpayers, and not providing tax advice, and sometimes that is difficult for staff. Like other Members, I pay tribute to the overwhelmingly hard-working and skilful staff at HMRC around the United Kingdom. It is no criticism of them that we still have a considerable tax gap. Having more staff is likely to help close that gap.

The National Audit Office estimates an 18:1 return on employing extra staff—that means that £1 more in salary means £18 more in revenue. There is, of course, a law of diminishing returns in that scenario. HMRC itself, through its chief executive, estimates a return of 11:1.

[Mark Tami (Alyn and Deeside) (Lab)]

My hon. Friend mentions valued staff. Does he agree that, as the Minister said, thousands of valued and very experienced staff will not be able to relocate and will therefore be lost to the Revenue?

[Rob Marris]

I agree, and I will come on to that in a moment. We have to look at the debate, and at what is happening with HMRC, in the context of the economy overall and the Government’s finances. In the past five years, national debt has gone up 55%. Instead of it taking five years to sort out the deficit, the Government’s own estimates say it will take 10 years. GDP per capita has stalled. The balance of payments deficit is at the highest it has been in peacetime, at 5% of GDP. Productivity has stalled. Home ownership is markedly down. It is now said that we have the fourth lowest rate of home ownership of any European Union member state. Correspondingly, net household debt is rising alarmingly. That is the economic context; we need to protect revenue.

There are problems, of course: the tax gap, to which I referred; an insufficient number of collectors; and an insufficient number of staff dealing with evasion and artificial avoidance measures. There is the difficulty—created, I have to say, by the previous Labour Government —of the disastrous contract with Mapeley, which is based, I think, in the Bahamas. The ownership of the leases of HMRC offices was transferred to Mapeley in 2001. As far as I am aware, the proposals we heard on 12 November do not address that issue in any way, except to say that we are dumping all the offices. Nothing has been said about what will happen to the leases and so on. Perhaps the Minister, in closing, could tell us a bit more about the intersection between the plans and the wretched leases with the wretched Mapeley.

Staff numbers are markedly down in recent years. According to the Office for National Statistics, between 2007 and 2010, under the previous Labour Government, the number of HMRC staff went down 9%. Under the five years of the coalition Government it went down a further 24.4%—a cumulative drop of 31.4%.

[Alison Thewliss (Glasgow Central) (SNP)]

The hon. Gentleman may have been contacted by local trade union representatives in his area. The Public and Commercial Services Union came to see me. It understands that HMRC is currently spending in the region of £70 million on overtime. Does he agree that that indicates that HMRC needs more, and not fewer, staff?

[Rob Marris]

I agree. There are problems with the workforce, to which several hon. Members have referred. The chief executive of HMRC wrote to me on 12 November, saying:

“We expect that 90% of our current workforce will be able to either work in a regional centre or see out their career in an HMRC office.”

That says to me that the chief executive of HMRC reckons 10% will either not transfer or will be made redundant. That is worrying.

Reference has been made this afternoon to response times. In the first two quarters of 2015, 12 million calls went unanswered—half of all calls to HMRC. Only 39% of calls were answered within five minutes. In the third quarter of this year, after an infusion of staff, the rate of answered calls went up to 76%. That is a great improvement—except that the target is 80%, and in 2014-15 the answer rate was 72.5%. I have to say to the Government, and particularly to the Chancellor of the Exchequer, who has a family business, that this is the worst of statism. If HMRC were a business, it would have gone bust with that appalling customer service, but because none of us has any choice but to pay taxes, it remains in business. It should not do so. It certainly needs transforming, but cutting the number of staff does not seem to me, or my party, the way to do it.

On anti-money laundering, London is thankfully a major world financial centre, but we have a huge problem with the regime set up to deal with money laundering and to counteract it. The average HMRC fine in 2014-15 for money laundering was £1,134, according to Transparency International, which I thank. That seems a remarkably low figure, although it is not helped by the fact that 14 different regulators are involved in accountancy. If that is not sorted out, HMRC staff cannot do their job properly in relation to anti-money laundering, let alone tax evasion.

As has been said, since June 2014, HMRC has not had any face-to-face walk-in centres. There are a few teams of mobile advisers—a man in a white van dashing around Northern Ireland or northern Scotland, up to Caithness or wherever—for those who desperately need a face-to-face interview, but that is a very unsatisfactory state of affairs, and not one that encourages the taxpayer to feel confident that they are getting the service they should from HMRC. It is extremely worrying that the number of offices is being reduced from 170 to 13.

[Paul Blomfield (Sheffield Central) (Lab)]

My hon. Friend will recognise that this is a massive programme involving 56,000 staff, the closure of 140 offices and relocation to 20 sites that have yet to be acquired, all within five years. In the 2015 civil service staff survey, almost 80% of HMRC staff thought their management were unable to manage change effectively. Does he agree that there are huge risks in the programme, and that it is potentially a disaster waiting to happen?

[Rob Marris]

There are huge risks, partly to do with insufficient funding, insufficient staffing and an insufficient number of offices. I regret to say that in my constituency, Crown house—the second and final HMRC office in my constituency—will close. The only silver lining for people in my region is that the specialist office in Telford, Shropshire, down the road, will continue to be HMRC’s IT headquarters.

As a result of these relocations and closures, it is likely that HMRC will haemorrhage staff. It employs a lot of specialist staff. Unlike in many other Departments, an awful lot of staff in the Treasury are very mobile, as there is a ready outlet to the private sector, which often pays more.

[Chris Stephens]

Does the hon. Gentleman agree that HMRC will have to publish an impact assessment in respect of the social and economic changes and staff with a disability or caring responsibilities?

[Rob Marris]

I do agree, but I will say more on that in a couple of minutes. Views vary on whether the closure programme is wise. Last week, the Financial Secretary to the Treasury and I again met Stephen Herring from the Institute of Directors, who broadly—this is paraphrasing his position—welcomes this kind of move because he thinks that technology has transformed, and should further transform, how HMRC operates, and that it should be driven by business efficiencies and so on. The Association of Chartered Certified Accountants is broadly in favour of this sort of change, too. Its head of taxation said it was

“reasonable to restructure the offices and we support there being higher skills”.

Correspondingly, the Public and Commercial Services Union, which does a great job representing its members in HMRC and across Government, has grave misgivings —to say the least—about the programme, as does the Association of Revenue and Customs, which is part of the FDA union and represents senior people in HMRC.

[Judith Cummins (Bradford South) (Lab)]

Does my hon. Friend feel that adequate and meaningful consultation, with full regard to the facts, was undertaken on this decision?

[Rob Marris]

I do not, but again, I will say more in a couple of minutes.

At one end of the spectrum, the IOD says it broadly supports this type of change, and at the other end, the unions say they have grave misgivings. The president of the Chartered Institute of Taxation—hardly known as a supporter of the Labour party, the SNP or any political party—has said:

“Taxpayers and tax professionals alike will be anxious that a public body that is struggling to meet its public-facing service targets has announced that it is about to lose many staff and close its local offices.”

The Institute of Chartered Accountants in England and Wales—I do not know what the position is in Scotland—says that the timing of the changes

“could stretch HMRC to breaking point”,

and that the restructuring of HMRC could be disruptive and could distract its leadership.

[Susan Elan Jones (Clwyd South) (Lab)]

Does my hon. Friend agree that the distribution of well-qualified civil servants around the country will alter fundamentally, and that it is simply not on to say to well-qualified civil servants in north Wales that they have to go to Liverpool, no tax offices being left in north Wales at all?

[Rob Marris]

I tend to agree with my hon. Friend. I cannot make any commitment from the Front Bench that a Labour Government would keep every tax office open, but to keep this issue in proportion, in 2010 we had about 393 tax offices collecting an average of well over £1 billion each. Any business that was bringing in that amount of money would be kept open.

[David Mowat]

I am listening carefully to the hon. Gentleman’s argument. Perhaps he could tell us, on behalf of the Opposition, how many tax offices he thinks we should have. Do we go back to 310, or whatever the number was, or is 170 about right, or should it be even lower? What is the hon. Gentleman’s number?

[Rob Marris]

This is a classic case of this Government putting the cart before the horse. They announce the closure programme before they have got adequate information. We need a public consultation on this kind of change; we need a business consultation; and we need parliamentary scrutiny, by the Public Accounts Committee and the Treasury Select Committee, for example. Only when that process has been gone through, could I—or, I would venture, other hon. Members—form a view about how many HMRC offices should be distributed around the United Kingdom, given the changes brought about by technology and the desire for efficiency, and, balanced against that, the desire for a customer-facing service.

[Imran Hussain (Bradford East) (Lab)]

My hon. Friend is generous in giving way. I accept that there has not been meaningful consultation and not enough scrutiny of the financial case. Does he agree with me, following what was said by the hon. Member for Shipley (Philip Davies), that where an alternative financial, economic and social case can be put, it should be reconsidered?

[Rob Marris]

rose—

[Mr Speaker]

Order. Before the hon. Gentleman, who is an experienced and versatile Member, replies, I remind colleagues that the convention—a fairly long-standing one—is that the Opposition Front-Bench spokesperson for the party whose Opposition day it is not would ordinarily make a Front-Bench speech of about 10 minutes. The hon. Gentleman is a little over that. I am conscious that 18 Members wish to speak, and this is not a conventional Opposition day but the SNP’s Opposition day, so a brief contribution from the Labour spokesman is absolutely right and proper, but we need to get on to Back-Bench debate pretty sharpish.

[Rob Marris]

I am grateful, Mr Speaker. In fact, I had finished my speech but for the intervention. I shall respond to it briefly now. I absolutely agree with my hon. Friend the Member for Bradford East (Imran Hussain), and I think the Minister was very open in responding to the hon. Member for Shipley (Philip Davies). That is precisely the sort of investigation we needed before these sweeping changes were announced. There should be consultation, investigation and much more publicly available evidence.

[Mr Speaker]

The hon. Gentleman confirms his reputation as a gentleman. It is very much appreciated that he took what I said literally. We shall have to start with a five-minute limit. I call Mr Philip Davies.