ALL 281 of HM Revenue & Customs’ enquiry centres are to be mothballed following a successful seven-month trial of alternatives in the north east.
In its place, HM Revenue & Customs is to introduce a “flexible” telephone service, while visits can be made to “a range of convenient locations” including taxpayers’ homes and businesses.
The move will affect 1,300 jobs, although it is expected many of those will be redeployed within the department. HMRC claims the move will save taxpayers £17m per year in travel costs, while it puts the saving from closing the centres at £27m.
The taxman said “phone advisers will be able to bring HMRC experts together in a single call” to resolve multiple issues, without transferring customers around different parts of HMRC to different advisers who each deal with a separate issue.
Following the launch of the new service in May 2014, the current enquiry centre network will close.