Tax office hours to be slashed?

Caroline Addison, HMRC Head of Face-to-Face Services has written to Derry City Council asking for its views on a proposal to reduce opening hours at the local tax office.

The move is based on a marked reduction in the number of customers using the Enquiry Centre.

Ms Addison informed the Council that HMRC Enquiry Centres nationally have 40 per cent fewer customers than they did four years ago.

“Of the remaining customers, 85 per cent are able to resolve their query either by self service using the internet or by contacting one of our helplines.

“We know that customers increasingly use our online and telephony services as their preferred method of transacting with HMRC,” she wrote.

Despite the remaining 15 per cent of customers who don’t use internet and telephone for their tax enquiries Ms Addison argued it was increasingly difficult to justify opening Enquiry Centres between 08.30 and 17.00 five days a week.

HMRC moved to new opening patterns at 58 centres last March and reduced opening at a further 117 centres last September.

HMRC says it consulted with groups like the Citizens’ Advice Bureau, Tax Help for Older People and Gingerbread whilst rolling out the changes.

“The final stage of this consultation is to review the opening patterns in a further 78 Enquiry Centres, including Derry,” wrote the HMRC boss.

“To make sure that our future service meets customer needs, we will be consulting locally, as well as with our own staff and trade unions, on the new opening patterns.”

She welcomed comments from the Council and encouraged responses by this Friday, March 11.

“We will write to you again later in the year to let you know the outcome of the consultation and new opening patterns for Derry Enquiry Centre,” added Ms Addison.