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Introduction. Welcome to the NIHR annual report covering the period April 2021 to March 2022. This is my first annual report since being appointed Chief Scientific Adviser for the Department of Health and Social Care (DHSC) and Chief Executive of NIHR in August 2021. This year has been a year of transition.
- Performance overview
- 1. Performance analysis
- Financial review
- Strategic objective 1: Collect the right tax and pay out the right financial support
- Strategic objective 2: Make it easy to get tax right and hard to bend or break the rules
- Strategic objective 3: Maintain taxpayers’ consent through fair treatment and protect society from harm
- Strategic objective 4: Make HMRC a great place to work
- Strategic objective 5: Support wider government economic aims through a resilient, agile tax administration system
- HMRC’s strategic risks
Read an overview of our performance in financial year 2021 to 2022, including information about our vision, objectives and the way we operate.
This section provides an analysis of how we delivered against our strategic objectives and the commitments we made for financial year 2021 to 2022. It also includes analysis of our financial performance and strategic risks.
This financial review covers our financial performance, setting out how we have managed our operational costs, delivered efficiencies, and met our commitments around benefits and credits payments and expenditure on COVID-19 and UK Transition. It sets out how we have performed over time, illustrating trends in expenditure, running costs and comparis...
Our first strategic objective reflects our core purpose and is a priority outcome for us as a department. We want to ensure that every part of the tax and customs administration system works for the benefit of society: bringing in the revenue due under the law, reducing the tax gap, giving the right financial support and operating in a transparent ...
Our commitments in 2021 to 2022
In our Outcome Delivery Plan for 2021 to 2022, we made 3 specific commitments as part of our work to make it easy to get tax right and hard to bend or break the rules.
How we performed
Ensuring customers get tax right It’s everyone’s responsibility to get their own tax right – but we can prevent non-compliance before it happens through well designed policies, processes, services and systems that make it harder to get things wrong. We can also help promote good compliance by educating and supporting our customers in their tax affairs, while continuing to respond robustly to those remaining non-compliant. We apply this ‘prevent, promote, respond’ approach consistently for all our customers, whether they are individuals or small businesses with simple tax affairs, someone who needs extra support, or a large business or wealthy individual with complex circumstances. In all cases our actions are informed by a clear understanding of the risks and behaviours within each customer group.
In focus: How do customers rate their experience with us?
We conduct regular surveys of our customers on their experience with us. We use them to gain insight, understand what our customers need, and take action to improve the way we operate. Here is how small businesses, individuals and agents rated their experience of dealing with HMRC. Ease of dealing with tax issues Individuals: positive 57% Small Businesses: positive 73% Agents: positive 43% Overall experience of dealing with HMRC over the last 12 months Individuals: positive 62% Small Businesses: positive 76% Agents: positive 48% Ease of finding information from HMRC Individuals: positive 53% Small Businesses: positive 64% Agents: positive 47% Promoting good compliance and preventing non-compliance To support customers to get it right first time, and to remove opportunities and incentives for error or fraud, we undertake activity ‘upstream’ before a tax return is made. We base our activity on the known risks within each customer group and we engage with trade and industry groups to focus our interventions on those we believe will benefit most. In 2021 to 2022 we: Undertook a range of activity to improve the experience of our customers undergoing compliance checks. See more about our work to embed the standards of the HMRC Charter in the Strategic objective 3 section Introduced the Domestic Reverse Charge to combat VAT fraud and the use of contrived supply chains and missing traders in the construction industry, resulting in increased payments and better compliance in the sector Worked with large retail stores to improve their understanding of how alcohol duty fraud was being committed using their wholesale products, enabling the retailers to cut off the illicit supply at source Provided targeted guidance to agents on the correct approaches to complex tax issues, enabling them to ensure returns were correct before being submitted to HMRC Started to publicly name tax avoidance schemes and those we consider promoted, or were involved in supplying, those schemes, using new powers
We want to ensure that we treat customers fairly when they are trying to get their tax right – providing support based on our Charter standards. We also have an important role to play in protecting society from harm by tackling promoters of tax avoidance, enforcing the minimum wage, preventing and tackling money-laundering and supporting wider law ...
We’re proud of our workforce and we want them to feel trusted, respected and confident in their roles while working in modern, inclusive environments. By attracting and retaining skilled and engaged colleagues, we’ll also deliver a better service for our customers. This chapter provides an analysis of our approach to employee engagement, our employ...
We are modernising our IT estate to build a more resilient tax system for the future – and we are using innovative thinking to administer the tax system in a way that supports wider government economic objectives. During the year, our work included supporting the security of the UK’s borders, enabling international trade, delivering COVID-19 suppor...
To protect public money, optimise performance and ensure we are likely to achieve our strategic objectives, we identify and manage our 9 strategic risks, shown below.
The following section provides a summary of each of our current strategic risks, each sponsored by a director general on behalf of our Executive Committee (ExCom). The information reflects the position up to 31 March 2022, with individual mitigations and associated objectives. Risks are assessed based on a combination of the probability of a risk occurring and the impact if it did. The assessment is the best estimate of the current position, based on the evidence at that point in time.
Our risks are linked to our strategic objectives in this year’s report:
•SO1: Collect the right tax and pay out the right financial support
•SO2: Make it easy to get tax right and hard to bend or break the rules
•SO3: Maintain taxpayers’ consent through fair treatment and protect society from harm
Jul 18, 2022 · HM Revenue and Customs (HMRC) deals with the tax and payments affairs of virtually every business and individual in the UK. This report sets out how we have performed for the period 1 April...
Jul 18, 2022 · An overview of our performance in financial year 2021 to 2022, including information about our vision, objectives and the way we operate.
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This report sets out our performance and achievements for the year against our Corporate Plan for 2021/22 and our 5-year strategy for 2020-25. You can find our Corporate Plan on:
