Oral Answers to Questions

Shaun Davies Excerpts

Tuesday 4th November 2025 Commons Chamber

[Torsten Bell]

I can reassure the hon. Member that we are scrapping the attitude of the Conservative party, which blocked any building from happening anywhere in this country year after year. Houses were blocked. Railways were blocked. Anything that involved any difficult choices was blocked by a party that gave up governing long before the general election.

[Shaun Davies (Telford) (Lab)]

5. What steps she is taking to improve customer service by HMRC.

[The Exchequer Secretary to the Treasury (Dan Tomlinson)]

HMRC is committed to improving day-to-day performance and the customer experience. Call waiting times in the first quarter of this year were half as long as in the same period last year, which is good news for customers. At the 2025 spending review, the Government allocated £500 million to make HMRC a digital-first organisation, and that transformation is well under way.

[Shaun Davies]

I welcome the Government’s £20 million investment in relocating and upgrading Telford’s HMRC office, with 1,000 members of staff working hard to deliver the best service possible. Will the Minister meet me and Telford and Wrekin council to discuss how the new HMRC campus can be at the forefront of improving the customer experience, including by harnessing the potential of AI and tech, as well as partnering with the start-up sector?

[Dan Tomlinson]

My hon. Friend is a very strong advocate for Telford, both for jobs in the private sector and for those in the public sector that we are able to support in his community. I am glad to hear that he, like me, is proud of HMRC’s Telford campus and wants to see it play a key role in improving customer experience through innovation, AI and digital technology. I will be very happy to meet my hon. Friend to discuss those issues.