Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what assessment has been made of recent trends in levels of illegal agriculture red diesel use.
Answered by Dan Tomlinson - Exchequer Secretary (HM Treasury)
Rebated fuels must be supplied by Registered Dealers in Controlled Oil who are approved by HMRC to ensure that fuel is only obtained by those entitled to use it.
Rebated fuels can only be used in eligible vehicles and machines when they are being used for a qualifying purpose, which includes agricultural activities.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what the total number of calls (a) answered (b) abandoned was for each public helpline number provided by her Department and its executive agencies for each year from 2015 to date.
Answered by Dan Tomlinson - Exchequer Secretary (HM Treasury)
Every year, HMRC answers millions of calls. A call is recorded as ‘answered’ when a customer got through to an adviser after hearing the automated messages and choosing the option to speak to an adviser (this is also referred to as ‘adviser attempts handled’ (AAH) in HMRC published data).
A call is recorded as ‘abandoned’ when a customer hears the automated messages and chooses the option to speak to an adviser, but then hangs up before their call is answered.
Customers may hang up before their call is answered for a number of reasons. For example, they may have had their query answered by HMRC’s recorded messages, they may have found the information they require online or they may have decided to call back another time.
The below tables provide a breakdown of calls answered and calls abandoned over the past ten years for HMRC’s main helplines:
Calls answered | 2015-16 | 2016-17 | 2017-18 | 2018-19 | 2019-20 | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | 2025-26 YTD |
Child Benefit | 1,815,166 | 2,071,590 | 2,009,135 | 1,777,736 | 1,712,300 | 1,386,818 | 1,569,267 | 1,377,817 | 1,017,140 | 1,142,678 | 833,880 |
National Insurance | 1,483,095 | 1,671,677 | 1,475,416 | 1,377,855 | 1,349,929 | 1,069,710 | 1,247,349 | 1,242,943 | 1,097,036 | 1,044,772 | 682,058 |
Tax Credits Helpline and Tax Credits Payment Helpline – combined figures | 11,509,090 | 11,581,913 | 9,265,206 | 6,671,778 | 4,557,161 | 2,343,044 | 1,895,384 | 1,587,633 | 1,147,483 | 647,815 | 109,086 |
Corporation Tax | 373,190 | 500,940 | 508,270 | 475,961 | 441,835 | 378,406 | 507,372 | 506,145 | 421,603 | 378,862 | 231,741 |
Stamp duty land tax | 112,333 | 154,415 | 164,259 | 144,667 | 131,610 | 100,624 | 122,429 | 122,582 | 107,538 | 103,229 | 71,526 |
Agent Dedicated Line | 1,707,224 | 1,851,753 | 1,432,405 | 1,360,234 | 1,374,380 | 705,308 | 968,925 | 1,041,355 | 640,405 | 503,105 | 289,091 |
Construction Industry Scheme Helpline | 584,630 | 496,413 | 376,861 | 343,789 | 334,675 | 225,708 | 293,478 | 281,009 | 239,920 | 168,990 | 94,016 |
Employers Helpline | 819,618 | 984,212 | 976,437 | 939,286 | 755,040 | 588,062 | 650,432 | 686,890 | 589,002 | 506,637 | 328,452 |
Online Services Helpline | 675,158 | 1,073,270 | 982,535 | 730,981 | 635,733 | 548,319 | 688,575 | 780,038 | 978,228 | 932,393 | 611,680 |
PAYE | 6,513,062 | 8,913,008 | 8,199,621 | 7,707,564 | 7,127,556 | 4,703,878 | 5,973,909 | 5,908,209 | 4,405,365 | 4,586,352 | 3,177,096 |
Self Assessment Helpline | 2,389,400 | 3,094,058 | 3,444,452 | 3,219,552 | 3,236,719 | 2,560,862 | 2,602,917 | 2,643,691 | 1,441,380 | 1,904,363 | 1,113,666 |
VAT | - | 282,301 | 644,072 | 585,882 | 771,572 | 500,095 | 623,494 | 657,205 | 486,335 | 395,747 | 277,184 |
Calls abandoned | 2015-16 | 2016-17 | 2017-18 | 2018-19 | 2019-20 | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | 2025-26 YTD |
Child Benefit | 653,242 | 190,353 | 147,771 | 171,017 | 224,611 | 194,436 | 267,186 | 410,792 | 332,543 | 256,223 | 146,160 |
National Insurance | 891,375 | 126,759 | 118,987 | 156,762 | 132,920 | 109,035 | 196,346 | 415,222 | 336,696 | 277,058 | 84,032 |
Tax Credits Helpline and Tax Credits Payment Helpline – combined figures | 2,295,327 | 596,654 | 726,769 | 599,007 | 539,088 | 360,618 | 565,334 | 420,411 | 334,029 | 208,923 | 10,735 |
Corporation Tax | 99,498 | 37,064 | 51,406 | 45,763 | 63,957 | 35,267 | 78,894 | 89,900 | 68,084 | 56,574 | 35,108 |
Stamp duty land tax | 16,518 | 9,969 | 12,634 | 13,924 | 16,321 | 6,208 | 10,556 | 17,648 | 10,108 | 8,384 | 5,989 |
Agent Dedicated Line | 13,821 | 24,219 | 11,413 | 5,127 | 7,855 | 175,775 | 110,683 | 119,404 | 115,316 | 85,356 | 28,577 |
Construction Industry Scheme Helpline | 72,500 | 31,310 | 37,289 | 39,095 | 33,566 | 29,732 | 36,743 | 49,250 | 37,574 | 19,087 | 10,167 |
Employers Helpline | 226,890 | 50,288 | 63,019 | 66,163 | 62,852 | 63,135 | 86,365 | 138,787 | 122,053 | 125,470 | 81,521 |
Online Services Helpline | 350,563 | 138,027 | 97,650 | 108,720 | 119,130 | 126,824 | 128,903 | 235,456 | 197,111 | 226,446 | 76,031 |
PAYE | 2,755,469 | 401,321 | 840,726 | 917,232 | 1,067,304 | 1,427,842 | 1,303,284 | 1,769,338 | 1,765,227 | 1,248,174 | 628,559 |
Self Assessment Helpline | 1,193,023 | 206,772 | 372,471 | 380,719 | 443,148 | 611,544 | 689,007 | 1,144,135 | 704,546 | 523,645 | 201,569 |
VAT | - | 13,143 | 43,173 | 84,539 | 72,648 | 62,494 | 127,450 | 162,969 | 150,244 | 72,014 | 36,010 |
Further telephony data is published as part of HMRC’s quarterly performance reports: www.gov.uk/government/collections/hmrc-quarterly-performance-updates
And HMRC publishes a historical data series as part of its annual report and accounts: www.gov.uk/government/publications/hmrc-annual-report-and-accounts-2024-to-2025
Data covering VOA helplines:
Financial Year | Answered | Abandoned |
2015-16 | 283711 | 49173 |
2016-17 | 327896 | 67348 |
2017-18 | 232687 | 56334 |
2018-19 | 225205 | 72898 |
2019-20 | 261216 | 97460 |
2020-21 | 106016 | 27554 |
2021-22 | 222467 | 38949 |
2022-23 | 218353 | 37896 |
2023-24 | 202043 | 52191 |
2024-25 | 201663 | 71225 |
2025-2026 (YTD) | 129319 | 19618 |
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what progress she has made on reforming Common Bond provisions for Credit Unions.
Answered by Lucy Rigby - Economic Secretary (HM Treasury)
The government recognises the role that credit unions play in providing savings and affordable loans to their members, serving local communities throughout the country. This is why the government is taking steps to ensure credit unions are fully supported to grow and scale into the future. This includes running a call for evidence on reforms to the credit union common bond, which closed in March.
After reviewing responses to this call for evidence, the government has committed to a package of growth-focused reforms to the credit union common bond. This was announced in the Financial Inclusion Strategy published on 5 November. The government will provide a further update on this work in due course.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what estimate she has made of potential lost tax revenue from international corporations importing large product volumes operating on a direct to consumer basis.
Answered by Dan Tomlinson - Exchequer Secretary (HM Treasury)
The Government does not hold data to estimate tax revenue losses specifically from international corporations importing large product volumes operating on a direct to consumer basis.
Such economic activity can give rise to a range of different taxes and duties, including Corporation Tax, VAT, customs duty and excise duty, and the impact would depend on the specific circumstances of each business and transaction.
HMRC actively monitors compliance with UK tax and customs obligations and uses a range of tools, including risk-based audits and data analytics, to tackle non-compliance.
The Chancellor has reviewed the existing customs arrangements for Low Value Imports, and as a result, the Chancellor announced at Autumn Budget 2025 the removal of the customs duty relief on goods imported into the UK worth less than £135. In addition to the relief removal, the government is reforming the way these goods are declared into the UK to ensure all goods are appropriately controlled. These changes will come into effect from March 2029 at the latest and are expected to raise c. £500m p.a. in each of the final two years of the scorecard period.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what steps her Department is taking to help support the growth of the mutual banking and building society sector.
Answered by Lucy Rigby - Economic Secretary (HM Treasury)
The government is committed to supporting the growth of building societies and all mutual financial services in line with the manifesto commitment to double the size of the mutual and co-operative sector. HM Treasury has already announced measures to support financial mutuals and is currently progressing these.
For building societies, HM Treasury has committed to progressing further amendments to the Building Societies Act 1986. This follows two statutory instruments being laid in October 2024, which allow building societies to accept deposits from a wider range of SMEs, remove outdated director retirement requirements, and simplify how balance sheets are signed. These will create a more supportive legislative environment for building societies.
To support all financial mutuals, HM Treasury has also asked the Prudential Regulation Authority and Financial Conduct Authority to produce a report on the current landscape of the sector. This is expected to be published before the end of 2025. The government also welcomed the establishment of the Mutual and Co-operative Sector Business Council to consider mutual and co-operative solutions. The government also published the Financial Services Growth and Competitiveness Strategy, which will support all organisations in the financial services sector and encourages the sector to continue to work in partnership with government to deliver growth. Finally, the government is also supporting the credit union sector by committing to bringing forward a package of growth-focused reforms to the credit union common bond.
The government continues to engage regularly with mutuals to understand the current barriers they face and consider further opportunities to help the sector grow.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what estimate her Department has made of the number and proportion of retail businesses that only accept cash.
Answered by Lucy Rigby - Economic Secretary (HM Treasury)
The Government recognises that cash continues to be used by millions of people across the UK, including those in vulnerable groups, and is committed to protecting access to cash for individuals and businesses.
The Financial Conduct Authority (FCA) assumed regulatory responsibility for access to cash in September 2024. Its rules ensure cash continues to be a viable method of payment for the millions of people who depend on it and help businesses to continue to accept cash by providing reasonable access to cash deposit facilities.
It is for each business to decide on the forms of payment it chooses to accept. This will be based on a variety of factors, including cost and customer preferences. The Government does not hold data on the number and proportion of businesses who only accept cash.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what estimate her Department has made of the level of illegal doorstep lending in England for which the latest data is available.
Answered by Lucy Rigby - Economic Secretary (HM Treasury)
Illegal money lenders — more commonly known as loan sharks — are dangerous criminals capable of inflicting terrible harm on their victims. To combat this, the Government funds specialist Illegal Money Lending Teams (IMLTs) operating across the UK. These teams investigate and prosecute illegal money lenders and offer support to their victims.
Because of the underground nature of illegal money lending, HM Treasury does not have data on the number of victims of illegal money lending each year. However, HM Treasury officials regularly engage with the IMLTs to receive updates on their work, including on prosecutions, support provided to victims, and any key trends. To learn more about the work of the IMLTs, visit the Stop Loan Sharks website: https://www.stoploansharks.co.uk/.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what was the tax income from (a) domestic (b) commercial energy customer bills for each year from 2015 to date.
Answered by Dan Tomlinson - Exchequer Secretary (HM Treasury)
VAT is chargeable at the reduced rate of 5% on domestic fuel and power. HMRC publishes estimates of the Exchequer cost of tax reliefs, see https://www.gov.uk/government/statistics/main-tax-expenditures-and-structural-reliefs. The estimated cost of non-structural tax reliefs (December 2024) VAT table shows that the cost estimate for the Reduced Rate of VAT on supplies of domestic fuel and power in 2024-25 was £6,500 million. This represents the cost of the 5% Reduced Rate compared to the Standard Rate of 20%, a relief of 15%. The revenue received at the Reduced Rate may be estimated at 5/15ths of the figure of £6,500 million, or £2,200m (rounded). Figures for previous years are shown in the table.
Business consumers of energy may reclaim VAT on their purchases of energy subject to normal VAT deduction rules.
Climate Change Levy (CCL) is chargeable on the supply of electricity, gas and solid fuels for lighting, heating and power by business operating in the industrial, commercial, agricultural and public services sectors, with certain exclusions. Statistics on CCL receipts from 2014 are published here: Environmental Taxes Bulletin - GOV.UK
This Budget reduces the cost of levies on energy bills to save families £150 on average next year. Combined with the measures on freezing rail fares and freezing fuel duty these policies are forecast to directly cut inflation by over 0.4 percentage points next year, pushing down on mortgage rates and up on growth.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what assessment her Department has made of effectiveness of the tax incentives available to increase the formation of Employee Ownership Trusts.
Answered by Dan Tomlinson - Exchequer Secretary (HM Treasury)
An evaluation of the Employee Ownership Trust (EOT) tax regime commissioned by HMRC and published in May 2025 found that the tax reliefs encourage company owners to transition their companies to employee ownership under the EOT model. This evaluation can be found at GOV.UK here: https://www.gov.uk/government/publications/qualitative-evaluation-of-employee-ownership-trusts
However, the cost of the Capital Gains Tax (CGT) relief has increased significantly in recent years. The original costing from 2013 suggested the entire EOT tax regime would cost less than £100m in 2018-19. The cost of the CGT relief alone reached £600m in 2021-22 and forecasts suggest it could rise to more than 20 times the original costing to £2 billion by 2028-29 without any action.
The relief also allowed wealthy business owners to sell their shares without paying any CGT, with around half of the relief going to the largest 10% of disposals.
At Budget 2025, the government announced that it will reduce the relief available on these disposals from 100% of the gain to 50%. This will retain a strong incentive for employee ownership whilst ensuring that business owners pay their fair share of tax. The relief remains more generous than alternative reliefs that individuals might use when disposing of their companies, such as Business Asset Disposal Relief.
Asked by: Jim McMahon (Labour (Co-op) - Oldham West, Chadderton and Royton)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, pursuant to the Answer of 11 November 2025 to Question 87814, what proportion of mileage claims are made using a). HMRC Approved Mileage Allowance Payment rates and b). employers own assessment by 1). employees and 2). the self-employed.
Answered by Dan Tomlinson - Exchequer Secretary (HM Treasury)
The rate at which employees are reimbursed for undertaking business mileage in their personal vehicles is a matter between employers and their employees. As such these are exempt from reporting to HMRC, and the Government does not routinely collect the information requested.HMRC recently published research on benefits-in-kind and expenses. Of those employers surveyed, 41% of employers reimbursed mileage for employees using their own car for business travel, of which 37% reimbursed at the Approved Mileage Payment Rate and 4% at another rate.
The research report can be found here: Research with employers on Benefits in Kind and expenses - GOV.UK
Self-employed people are able to choose whether to use the simplified mileage rates or claim actual expenses and capital allowances for a vehicle. HMRC published research carried out in 2023 which showed that 29% of self-employed people who use vehicles in their business use the simplified mileage rates.
The research report was published on 28 May 2025 and can be found here: HMRC Mileage Rates Research - GOV.UK