Revenue and Customs: Telephone Services

Treasury written question – answered at on 10 September 2021.

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Photo of Drew Hendry Drew Hendry Shadow SNP Spokesperson (Trade)

To ask the Chancellor of the Exchequer, what recent estimate he has made of average HMRC telephony response times; and what recent assessment he has made of the (a) adequacy and (b) effectiveness of HMRC telephony response times.

Photo of Jesse Norman Jesse Norman The Financial Secretary to the Treasury

HMRC publish their telephony response times on a monthly and quarterly basis: https://www.gov.uk/government/collections/hmrc-monthly-performance-reports and https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates.

Like other service organisations, HMRC have been affected by the pandemic and are doing all they can to offer the best possible service to their customers, whether supporting them with their taxes or delivering the Government’s support schemes.

Wait times on some helplines are longer than HMRC would like, and they are sorry about the inconvenience this causes to customers at busy times. HMRC’s digital services are available 24 hours a day, and customer satisfaction for them is very high; HMRC encourage customers to go online where they can and have increased webchat availability as a channel across most areas.

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