Revenue and Customs
(asked on 29th June 2017) - View Source
Question to the HM Treasury:
To ask Mr Chancellor of the Exchequer, if he will publish HM Revenue and Customs' review of its Needs Extra Support service; and if he will make a statement before the summer recess.
As part of their continuous improvement process, HM Revenue and Customs is undertaking an internal review of its Needs Extra Support (NES) service to ensure that it continues to provide the same high level of service. There are no plans to publish this externally.
The NES Service was not launched until May 2014. The number of NES staff that were in post at the start of each of the last four tax years are as follows:
| Mobile Advisers (who visit customers) | Telephony Advisers |
2014-15 | 145 | 169 |
2015-16 | 139 | 152 |
2016-17 | 141 | 147 |
2017-18 | 131 | 142 |
The number of face to face appointments booked in each of the last three full tax years are as follows:
| Face to face appointments |
2014-15 | 17,556 |
2015-16 | 25,641 |
2016-17 | 25,171 |