Overview
- HMRC will stop sending about 75% of outbound postal letters by the end of this Parliament and keep only revenue-driven notices
- The change is projected to save £50m and supports a goal of moving 90% of taxpayer interactions online
- An extra £1.6bn funding package from 2026-27 to 2028-29 will overhaul HMRC’s IT and data infrastructure
- Tax experts warn that customers without reliable internet access or digital skills risk missing critical communications
- Criticism of HMRC’s long response times and call hold waits underscores the need for safeguards during the digital transition