HM Revenue and Customs (HMRC) has reported that its mobile app was used by 7.6 million people in the 2025-26 financial year, marking a 28 percent increase from the previous year. The app was used almost 100 million times last year, according to the department's Transformation Roadmap - Update.
Digital Adoption Surges Among PAYE Taxpayers
One in seven Pay As You Earn (PAYE) taxpayers have now used the HMRC app to check their pay before it reaches their bank accounts, allowing them to plan and understand their finances better. HMRC has set an ambitious target to reach 10 million users by April 2027.
The app enables customers to check their National Insurance number, tax code, income and benefits, make Self Assessment payments, track letters, and obtain tax estimates. It is a key driver of HMRC's digital-first agenda.
Reduced Letter Volume and Call Waiting Times
HMRC has reduced the number of letters issued to customers by 15 million over the past three years. Call waiting times have almost halved in the last two years, now averaging approximately 12.5 minutes. The department is committed to cutting postal letters by up to 75 percent by 2028-29, saving £50 million annually and providing faster, simpler ways to manage tax.
Making Tax Digital for Income Tax
More than 350,000 sole traders and landlords have already signed up to Making Tax Digital (MTD) for Income Tax, launched in April 2026. This represents the most significant change to how many customers interact with the tax system in 30 years.
Chief Executive Comments
JP Marks, HMRC’s chief executive and first permanent secretary, said: "This roadmap updates on the progress we have made in year one of HMRC’s transformation and openly sets out our plans for the future. We are determined to go further, transforming digital customer experiences and strengthening our foundations for a more modern and secure tax, customs and valuation system."
Marks added: "We are answering phones faster, collecting more debt, with tax receipts and HMRC yield up at record levels, with more to come. We remain focussed on delivering an improved service for our customers and bringing in the revenue that underpins the vital public services on which we all depend."
AI Investment to Tackle Non-Compliance
The roadmap update also highlights HMRC's investment in artificial intelligence technologies to identify non-compliance earlier and more precisely. Several private sector organisations are currently on a 12-month programme to test AI-driven solutions to tackle non-compliance and help close the tax gap.
