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Survey shows HMRC staff disgruntled

Sixty per cent of HM Revenue and Customs staff would not recommend the department as a good place to work according to an internal staff survey.

Over 20,000 staff took part in the HMRC’s national staff survey in November and nearly three quarters say working at HMRC has got worse in the past 12 months. Over half of those surveyed believe it will continue getting worse over the next year.

Staff were highly critical of HMRC management with 70 per cent saying they believe change is managed badly and nearly 60 per cent saying HMRC is badly run overall.

Only 32 per cent of staff are proud to work for the department, which was responsible for losing the personal details of millions of Britons last year and repaying nearly £6bn in tax credits. Only 39 per cent say they are satisfied with their job.

A HMRC spokesperson says: “HMRC is not shying away from the hard messages this survey delivers. Senior managers have already begun to act on the survey’s findings, in particular by increasing their involvement and dialogue with frontline staff around the country and by ensuring many of the changes made over the last year are working properly.

“Despite the difficulties, there are some encouraging results from the survey, including four out of five people taking pride in delivering a great performance, a 14 percent rise in people’s motivation to do a good job and an increase in the number of people who believe their team is well managed.”

Conservative Shadow Chief Secretary to the Treasury Philip Hammond says the survey is further evidence of the chaos at HMRC.

He says: “It is hardly surprising that such catastrophic mistakes are occurring when staff are so disillusioned. Poor morale in an organisation is a reflection of poor leadership – and Gordon Brown has been responsible for running this department for the last ten years.”

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