HM Revenue & Customs published its Transformation Roadmap update on 2 July 2026, reporting that 5.6 million taxpayers checked their pay in the HMRC app a total of 100 million times in the year, an average of 18 times each1. The department said the app had 7.6 million unique users and 2.8 million new users in 2025 to 2026, up 28% on the previous year, and that it has a target of 10 million users by April 20271.
HMRC said one in seven Pay As You Earn taxpayers has now used the app to check their pay before it reaches their bank account1. The app also allows users to check their National Insurance number, tax code, income and benefits, make Self Assessment payments, track letters and get tax estimates1. Separately, 20 million people used their Personal Tax Account in 2025 to 2026, and HMRC said 80% of customer interactions went through automated or digital self-serve channels, compared with around 65% in 2020 to 20211.
On correspondence, HMRC said the number of letters it issues has fallen by 15 million over the last three years, and that call waiting times have almost halved over two years to an average of around 12 and a half minutes1. From summer 2027, over 100 personal tax letters, which HMRC says account for more than half of the 120 million letters it sends each year, will be available digitally for the first time1. The department has committed to reducing postal letters by up to 75% by 2028 to 2029, which it says would save £50 million a year1.
"From summer 2027, over 100 personal tax letters, that currently account for more than half of the 120 million letters HMRC sends every year, will be available digitally for the first time."
The update also covers Making Tax Digital for Income Tax, which launched in April 2026 for sole traders and landlords with qualifying income above £50,000. HMRC said more than 350,000 sole traders and landlords have signed up, and that around 2 million businesses already using MTD for VAT reported an average saving of 26 to 40 hours a year on administrative tasks from keeping digital records1. The Valuation Office was integrated into HMRC in April 2026, and its plans are now included in the roadmap1. HMRC also said it is testing AI-driven solutions to tackle non-compliance through a 12-month programme with private sector organisations1.
Why it matters for households
The figures describe how PAYE taxpayers are already using the app rather than post or phone: 5.6 million people checked their pay through it last year, and HMRC says one in seven PAYE taxpayers has done so before payday1. For anyone who currently receives paper correspondence, the change with a fixed date is the move of over 100 personal tax letters to digital from summer 20271. HMRC has not reported which specific letters are included in that first group, so which notices will arrive digitally and which will still be posted has not been set out1. The stated aim is a reduction in postal letters of up to 75% by 2028 to 20291. Households that deal with HMRC through the HMRC app and online account are affected by the app changes; those who cannot use digital services can read about the digital exclusion exemption from Making Tax Digital, and the wider tax picture is covered in the site's guide pages.
What happens next
HMRC's stated target is 10 million app users by April 20271. The digital availability of over 100 personal tax letters is scheduled for summer 20271. The commitment to cut postal letters by up to 75% runs to 2028 to 20291.
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