SIR – HMRC, which is supposed to be a public-service organisation, is shutting one of its most popular helplines for three months (report, June 9).
This comes as figures reveal a recent drop in the number of its staff in the office. How can it be permitted to act in such a cavalier manner?
Roger Dring
Tadworth, Surrey
SIR – The contempt that the Civil Service routinely shows towards the public – which pays for it – has plumbed new depths.
Imagine if employees in the private sector refused to process customers’ problems. The consequence would be: no more customers. Rishi Sunak needs to appoint a heavyweight minister to get to grips with Civil Service culture and cut its numbers drastically.
Kim Potter
Lambourn, Berkshire
SIR – Contrary to the suggestion in your report, operational decisions at the UK’s tax authority are not driven by the recent hot weather.
The true rationale for the changes we are making is to free up about 350 advisers to support more urgent inquiries – about 6,600 a day, in fact – ensuring that more people who really need to speak to an adviser can do so.
The deadline for self-assessment returns isn’t until January and 97 per cent of customers file online anyway, so temporarily diverting resource away from this area is an obvious choice. Our highly regarded digital services also remain available.
No fewer people will be employed answering inquiries, no staff will be working fewer hours, and nobody will be doing less work or working from a different location to now. Suggestions to the contrary are quite unfounded.
Angela MacDonald
Second Permanent Secretary
HM Revenue & Customs
London SW1
SIR – At 5pm on Tuesday my neighbour asked whether I would verify her passport renewal application. I was out at the time, but did it as soon as I got home (my passport information was required) at about 6.30pm, having already received the email with a reference number.
Astoundingly, the new passport was delivered yesterday, at 12.30pm. At least the Passport Office is working.
Sheena R Wiffen
Horsham, West Sussex