Source: United Kingdom – Executive Government & Departments
The Adjudicator’s Office are pleased to announce the publication of its 2023 to 2024 annual report and new 3-year business plan for 2024 to 2027.
2023 to 2024 annual report and new business plan published
The Adjudicator’s Office are pleased to announce the publication of its 2023 to 2024 annual report. For the first time this also includes an in-depth report and set of recommendations on a specific theme: Applying Customer Circumstances to Decision Making.
We are also publishing our new three-year business plan and an updated Service Level Agreement (SLA) with HMRC and the Valuation Office Agency (VOA).
The Adjudicator Mike McMahon said: “I am delighted to be publishing my first annual report as Adjudicator and our new business plan today. Our role is to challenge all of our stakeholders to provide the best outcomes for their customers and the annual report is a key part of this.
“I am pleased that this annual report will see our first published in-depth insight report for HMRC into applying customer circumstances to decision making. I am keen that we become more transparent and publishing more information is part of that.”
The full set of documents that have been published on our site today are:
- 2023 to 2024 annual report: Providing a reflection of our performance during the period 1 April 2023 to 31 March 2024
- Insight report: Applying Customer Circumstances to Decision Making. Our formal report using our insight and expertise to analyse specific themes and make recommendations to HMRC to improve services for customers.
- Business plan: Confirming our objectives over the next three years from 1 April 2024 to 31 March 2027
- Updated Service Level Agreement: We have updated our Service Level Agreement (SLA) with HMRC and VOA. The new SLA will come into effect from 26 September 2024.
- Quality standards: For the first time we are publishing our quality standards, which underpin our work to make sure we provide our customers and stakeholders a quality service.
In addition, over the coming weeks we will be publishing our Service Standards and our first set of quarterly performance metrics.