The changes come after figures showed a rise in complaints linked to errors and delays. According to data revealed following a Freedom of Information request from accountancy firm UHY Hacker Young, HMRC received 12,670 complaints of this type during the 2024-25 financial year, compared with 7,620 the previous year.
The update outlines steps being taken across HMRC’s operations, including work on older investigations, repayment claims and new digital systems. The measures form part of the authority’s wider Transformation Roadmap, which sets out plans to modernise HMRC by 2030.
HMRC Focuses on Older Cases and Service Capacity
One of the main areas highlighted by HMRC is the reduction of older investigation cases. Since April 2025, the tax authority has reduced the number of aged investigation cases, defined as those lasting more than three years, by 38 per cent.
James Murray, Financial Secretary to the Treasury and Paymaster General, said HMRC had introduced measures to strengthen oversight and help cases continue to progress in a timely manner. He also confirmed that a dedicated team is being established to deal with older repayment claims more quickly.
According to James Murray’s statement to Parliament, HMRC is “increasing capacity in key teams, improving workforce flexibility, strengthening case progression and delivering wider transformation activity to improve the efficiency of its services”.
The department continues to monitor its performance, including its handling of correspondence and case progression. HMRC’s stated service standard is to respond to 80 per cent of priority correspondence within 15 working days. Customers can also use the online “Where’s my reply?” tool to check current response times and expected replies.
The announcement follows concerns about the organisation’s ability to manage demand. Earlier reports highlighted pressure on HMRC’s customer services, including longer telephone waiting times around the January tax deadline.
Digital Investment Forms Part of HMRC’s Long-Term Transformation Plan
Alongside operational changes, HMRC is investing in new systems designed to update the way it communicates with taxpayers and manages compliance work. According to the Treasury update, the Secure Digital Exchange Communications (SDEC) programme is being developed to provide secure digital communication and file exchange. HMRC is also working on a Digital Disclosure Service, which is intended to allow customers and intermediaries to correct mistakes and pay liabilities and penalties for all taxes and duties.
The Digital Disclosure Service is expected to go live in 2027-28. These projects are included within HMRC’s Transformation Roadmap, which aims to improve customer service, close the tax gap and reform the organisation’s operations.
HMRC said earlier in the summer that a previous increase in delays had been linked to an issue with child benefit payments. The authority stated that current waiting times were around ten minutes, while customer satisfaction remained consistently high.
The latest reforms represent HMRC’s response to concerns about service performance while the organisation continues to manage a large volume of taxpayer interactions. The authority has said it will continue publishing performance information as changes are introduced.
