18 July 2025

HM Revenue and Customs (HMRC) has released the 2025 Annual Report and Accounts, a release that evaluates its performance against the strategic objectives.

You can read the summary and full report here. But below is an extract from the summary showing the highlights as presented by HMRC:

Strategic Objective 1: Close the Tax Gap

  • £875.9bn total tax revenues — 3.9% increase on 2023 to 2024
  • 5.3% the tax gap in 2023 to 2024
  • £48.0bn tax protected by tackling avoidance, evasion and error
  • 310 prosecutions brought as a result of our criminal investigations, securing 281 convictions with a 91% success rate in court

 

Strategic Objective 2: Improve day-to-day performance and the overall customer experience

  • 76.2% proportion of customer service interactions made through automated or digital self-serve channels
  • 79.7% customer satisfaction for digital, webchat and telephony contact
  • 97.3% proportion of Self Assessment returns completed online
  • 2.8m number of new HMRC App users

 

Strategic Objective 3: Reform and modernisation of tax and customs administration

  • 30m+ the number of VAT returns processed by Making Tax Digital for VAT
  • 135m+ individual customer records brought together to view data across 5 different taxes
  • 26-40 hours saved per year, on average, for each business using fully functional MTD for VAT software

 

Strategic Objective 4: Build a high-performing organisation, with a skilled and engaged workforce

  • 56% employee engagement score
  • 80,000+ number of courses completed by colleagues on our Digital Academy site
  • 110,000+ PAYE schemes supported through our model office approach, helping to reduce tax reporting errors

 

Strategic Objective 5: Support wider government economic aims through HMRC’s work

  • 78m number of declarations made on HMRC’s Customs Declaration Service
  • 25,000+ number of workers protected against underpayment of National Minimum Wage
  • £5.1m value of financial penalties issued for non-compliance with money laundering regulations

Information provided in this news article may be subject to change. Please make note of the date of publication to ensure that you are viewing up to date information. 

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