Revenue and Customs: Staff
The question
To ask the Chancellor of the Exchequer, what are the HMRC Customer Service Group outputs – Baseline Plan, as of 12 February 2026, for each month from April 2026 to March 2027 for the Customer Service Group, excluding Debt Management, for (a) FTE Total (Paid Supply, including Contingent Labour & Surge and (b) Managed Service Provider Total.
Answered by Dan Tomlinson
Improving day-to-day performance and the customer experience is a key priority for HMRC.
HMRC expects to continue to use a range of resourcing models, alongside the use of MSPs, to meet variable customer demand.
HMRC is currently in an initial approximately 18 month ‘proof of value’ phase for its use of MSPs and has no plans to publish full staffing projections for MSPs or customer services staff at this stage. Future workforce decisions will be informed by the outcome of this phase and taken in line with normal business planning and Spending Review processes.
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