HMRC performance report shows some progress

The results of HMRC’s recent performance data show a mixed picture of some progress, but continuing challenges too.

HMRC Performance Data 2025 to 2026

The report found that progress was made on compliance activity, digital adoption and telephony service.

However, there were continuing challenges around debt levels, correspondence handling and customer satisfaction.

The Chartered Institute of Taxation (CIOT) welcomed the news that HMRC met their target of 85% of attempts to get through to an HMRC helpline adviser succeeding – this is the first time that they have met this target.

But highlighted that the other four customer experience targets were missed.

Notable Achievements, but a Long Way Still to Go

Commenting on the findings, Charlotte Barbour, Chair of the CIOT’s Technical Policy and Oversight Committee, said, “HMRC has some notable achievements in 2025-26 including record compliance yield, improved telephone performance and increased usage of digital channels.

“However, service levels are still below where they should be, customer satisfaction remains below target and HMRC continue to struggle with a persistently high level of tax debt.

“Use of HMRC’s digital channels continues to tick up, but it will need an acceleration if HMRC are to hit their target of 90% of customer interactions online by 2030.

“It’s good news that HMRC are answering their phone lines more quickly than a year ago, but it is still taking twice as long as it did in the 2010s.”

For more information, don’t hesitate to get in touch with Jaime on 01442 795 100 or email jaime.thorpe@dolanaccountancy.com.