Our mission
What you can expect from us
Our business objectives
The Business Liaison Team is part of Revenue and Customs (HMRC) and our national work priorities are set out in the HMRC Spring Departmental Report. This includes the high-level goals, activities and planned expenditure for the next 12 months. Our performance against those activities is summarised in an HMRC Annual Report published later in the year.
We work towards a number of key Public Service Objectives and Performance Targets, which aim to make it as easy as possible for individuals and businesses to understand and comply with their obligations and receive their tax credit and other entitlements. (Fuller details of these can be found on the HMRC web site under ‘Reports and Plans’).
Core values
Whichever area of the departments you deal with, you can expect us to demonstrate our core values:
- Be professional and helpful;
- Act with integrity and fairness;
- Improve your customer experience; and
- Achieve success by appreciating differences and working together.
Contacting us
As a department, we are committed to dealing with you in line with our Charter Standards. These cover any contact you may make by post, telephone or visiting our offices in person.
Our additional service pledge
Click to view Level of Service provided to Visitors at Open Days
Award winning service
It’s all very well publishing our ‘Statement of Service’ to underline the standards we offer to all our customers. And we are more than happy for you to put us to the test and tell us any ideas or thoughts you have on our performance so far. (Simply use the feedback section on this web site or phone us on 0121 697 4065 if you prefer.)
However, whilst customers provide the most ‘grass roots’ feedback we welcome an independent assessment of our service commitment by organisations who can look ‘behind the scenes’ too.
Past successes
That’s why we are pleased to have won a Charter Mark award twice, for excellent service in recent years and also a ‘Beacon’ Award within government for our successful demonstration of partnership working.
For the future
The Charter Mark Award is to be replaced by a new service standard –as yet unnamed- which will help organisations to further develop their customer focus and insight, and improve services provided for customers. We plan to review our current performance against the new standard over the coming months and submit an application once the scheme is formally launched later in the year.
Complaints and compliments
We will do our best to provide a first-class service to you at our event. However, sometimes things go wrong and we want to hear about it. You can tell us your views in a number of ways. Please use the feedback option and we will investigate your comments fully.