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Revenue and Customs

Treasury written question – answered on 27th June 2012.

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Photo of David Hanson David Hanson Shadow Minister (Home Affairs)

To ask the Chancellor of the Exchequer what targets are set for response times for enquiries to HM Revenue and Customs by (a) letter or e-mail and (b) telephone; and what the performance has been against those targets in each of the last five years.

Photo of David Gauke David Gauke The Exchequer Secretary

HMRC aims to respond to correspondence from members of the public; 80% of post within 15 working days and 95% of post within 40 working days. Results for the last five financial years are:

National 15 day target 15 day result 40 day target 40 day result
2011-12 80 65.5 95 92.3
2010-11 80 50.9 95 85.3
2009-10 80 53.6 95 83.1
2008-09 80 53.7 95 86.6
2007-08 80 64.3 95 86.4

Correspondence by e-mail is currently limited. HMRC does not have a target for email responses and does not formally report figures.

For (b) HMRC does not have a target time for answering telephone calls, but recognises that there are further improvements to be made and is aiming to achieve 90% of call attempts handled by 2014-15.

In 2011-12, HMRC significantly improved the number of call attempts handled to 74% (compared to 48% in the previous year)

  Percentage of call attempts answered
2011-12 74.4
2010-11 48.0
2009-10 75.8
2008-09 57.5
2007-08 70.9

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