Main with kindness is vital, HMRC boss tells MPs

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Your help makes all of the distinction. Learn extra An HM Income and Customs (HMRC) boss has advised MPs he feels it is very important lead with “kindness”.

John-Paul Marks, first everlasting secretary and chief government at HMRC, highlighted the significance of kindness for employees and prospects.

Giving proof to the Treasury Committee, he mentioned: “I feel we care deeply about our constitution, as a result of clearly we're required to function based on our constitution underneath the regulation, and fairly proper too.

“There’s vital requirements in there round equity, round retaining buyer knowledge safe. We wish to stay as much as that normal.”

Mr Marks, who was beforehand everlasting secretary for the Scottish Authorities mentioned: “I feel it’s essential to suppose rather a lot about goal inside the organisation.”

He advised the listening to: “So, sure, main with kindness is a factor that we considered rather a lot within the Scottish Authorities. I feel it’s vital, notably in an setting that's contentious, it’s difficult, it’s transferring at tempo. There'll, as I say, be bumps within the highway.

“Our job is to create an setting to take care of our prospects, have interaction properly with our companions, and take care of our crew so we be taught from these moments and proceed to try to enhance outcomes.”

Requested in regards to the “steep curve” anticipated of the income physique for closing the tax hole – the hole between the tax anticipated and that which is collected – and the way reasonable that's, Mr Marks mentioned: “We're clear at HMRC that now we have a really stretching transformation forward of us. We’ve made begin. I’m happy with the progress of the primary yr.”

Mr Marks mentioned assumptions “have been stress examined rigorously”.

He advised the listening to: “The OBR (Workplace for Funds Duty) will have a look at what they suppose is prudent and underpin by proof and knowledge, in order that they’re not form of simply hopeful assumptions, they’re underpinned by the information proof that now we have. However you’re fairly proper, every year, we’ll publish progress and be clear on how we’re transferring by it.

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“If we have to make changes as a result of we’re not fairly on observe, we’ll be open about that.”

Requested about whether or not HMRC is in a position to deal with adjustments equivalent to these introduced by the Authorities for Isas and pensions, Mr Marks mentioned: “We're, and we work very exhausting on doing the feasibility assessments of these measures as a part of recommendation to ministers in order that we will be assured that the funds is certainly possible. The very last thing anybody needs is for that to not be the case.”

Mr Marks later added: “It does really feel to me that we're working in an setting the place the risk setting is continually altering and is excessive.

“Our plans may all the time be disrupted by some form of malicious assault that now we have to deal with. However, as I say, we’re enhancing our underlying resilience to reply to these, however it's all the time a priority.”

Mr Marks additionally mentioned round 80% of buyer interactions at the moment are digital.

He mentioned: “That was round 75-odd per cent this time final yr. The target is to get to 90% by 2030. So we’re heading in the right direction.

“We wouldn't have any plans to close any phonelines right down to drive the channel shift.”

He mentioned there have been 7.3 million distinctive customers of the app in 2025 – up by 2.1 million in contrast with 2024.

Requested about help for susceptible prospects, Mr Marks mentioned: “I feel it’s potential to enhance each on the similar time, so you've a greater digital provide that folks wish to use on their cellphone (at) their comfort.

“On the similar time enhance and enhance further help… we're working with round 11 voluntary sector companions throughout the UK for extra advocacy help, which we’re eager to do extra of as properly.”

Mr Marks was additionally requested about baby profit checks.

In November, the committee wrote to HMRC on the usage of journey knowledge to trace error and fraud in baby profit.

HMRC undertook a evaluation of kid profit compliance instances the place a PAYE test had not been undertaken.

It beforehand mentioned that as of November 30 2025, out of 23,794 instances opened between August and October 2025, 14,994 baby profit prospects had been confirmed to be eligible to baby profit.