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Chief Executive message: update on our services after local flooding

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Following major flooding in the area surrounding our headquarters on 16 February 2020, we’ve tried to offer the best levels of service possible to our customers, while supporting our people.

Overall, as 98% of tax returns are filed online, this has not had any major impact on those using our services. But we know some customers have and may continue to experience some minor disruptions, particularly in using our helpdesk.

Moving forward, there may be some minor delays in responding to customers and we are sorry for any inconvenience caused. We are working hard to return to our normal levels of service, which is helped by the fact we are fully Cloud-based.  

At this point, we wanted to also offer some assurances that:

  • all our people are working at alternative secure locations temporarily
  • all personal data held on paper files has remained secured
  • all hard copy tax returns and correspondence continue to be handled securely
  • most of our records are held digitally and are therefore unaffected   

We’ve been sharing regular updates with our customers through different communication channels, such as social media. We will continue to do so if there are any further updates. If you have any questions or concerns, please contact us.

We welcome your feedback. You can email: [email protected]

On behalf of all the team at the Welsh Revenue Authority, we would like to thank our customers for their patience, as well as many partners who continue to offer support.

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