PCS members across HMRC have been clear about what needs to change to make HMRC a better and fairer place to work. These are not isolated concerns. They reflect shared experiences across the department and are supported by strong evidence — including ongoing feedback from PCS members and reps, the HMRC People Survey, and the Better HMRC report.
The Better HMRC report is grounded in the lived experiences of more than 2,500 PCS members and highlights deep‑rooted problems with pay, workload, culture and wellbeing. This evidence and insight were used to develop a clear set of recommendations setting out what is needed to deliver a better, fairer and more effective HMRC.
Since its publication and endorsement by the PCS Revenue & Customs Group Conference, the report has been progressed at every level — through formal bargaining forums and into HMRC’s senior leadership, including the Chief Executive. It has also been raised directly with ministers, including the Exchequer Secretary to the Treasury.
While there has been some progress, it has been slow and insufficient. Key issues remain unresolved — including HMRC’s continued refusal to negotiate a collective agreement to tackle micromanagement and to deliver meaningful reform of its grievance, conduct and discipline processes.
That is why, in line with the mandate from Conference 2025, the PCS Group Executive Committee (GEC) has agreed that dialogue alone is no longer enough. Members expect visible action, measurable change and genuine respect for the workforce that delivers HMRC’s services every day. The GEC will continue to negotiate, but we are now launching a coordinated and escalating Better HMRC campaign to apply the pressure needed to secure real change and turn the report’s recommendations into reality.
The campaign is built around six clear pillars for change: a stronger PCS voice and meaningful consultation; fair pay, grading and recognition; learning, skills and fair expectations; genuine hybrid working; fair treatment and trusted grievance processes; and opposition to privatisation.
By taking part in this e‑action, you are adding your voice to a collective message from PCS members across HMRC. Each email demonstrates the strength and depth of feeling among staff and increases the pressure on the Chief Executive to act on the six Better HMRC pillars and deliver meaningful change.
The Better HMRC Campaign – Six Pillars for Change
1. Meaningful consultation, engagement and a strong PCS voice
2. Pay, grading and recognition
3. Learning, skills and fair expectations
4. Hybrid working and flexibility
5. Culture, fair treatment and a trusted grievance process
6. No to privatisation – bring outsourced work back in‑house
