Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, whether the average speed of answer published in HM Revenue and Customs' performance data includes time spent by callers listening to automated messages before joining a queue for an adviser.
Answered by James Murray - Financial Secretary to the Treasury and Paymaster General
HMRC’s published Average Speed of Answer (ASA) measure does not include the time callers spend listening to automated messages or selecting options through the automated menu.
ASA measures the time from when a customer has finished listening to the automated messages and completed their selection from the automated menu to the time when they get to speak to an adviser.
HMRC telephony performance data, including the average speed of answering a customer’s call, is published on a regular basis and can be accessed at: https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question
To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the adequacy of protections under Ofcom's General Conditions for vulnerable customers who lose (a) broadband and (b) telephone service as a result of switching errors by providers.
Answered by Ian Murray - Minister of State (Department for Digital, Culture, Media and Sport)
One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.
Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question
To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the adequacy of arrangements for monitoring compliance with Ofcom's One Touch Switch process in the context of the closure of Ofcom's enforcement programme.
Answered by Ian Murray - Minister of State (Department for Digital, Culture, Media and Sport)
One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.
Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question
To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the potential merits of classifying internet as an essential public utility.
Answered by Ian Murray - Minister of State (Department for Digital, Culture, Media and Sport)
Having internet is central to everyday life, helping people work, learn, access services and stay connected.
While the Government has not made a formal assessment of classifying internet access as an essential public utility, the UK telecoms regulatory framework has been designed to support competition, investment, affordability and access. This includes the broadband Universal Service Obligation, which gives people the right to request a decent, affordable connection and is set out in legislation.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, what the value is of the Barnett consequential arising for the Scottish Government from the Places of Worship Renewal Fund announced on 22 January 2026.
Answered by Emma Reynolds - Chief Secretary to the Treasury
The Department for Culture, Media and Sport received funding at Spending Review 2025, and the Barnett formula was applied in the usual way to changes in the Department for Culture, Media and Sport’s DEL budget.
At Spending Reviews, because the Barnett formula is not applied to the individual programmes driving the change in a UK department’s DEL budget, the Barnett consequentials associated with the Places of Worship Renewal Fund cannot be specifically attributed, but were part of the overall calculation.
Funding allocated to the Places of Worship Renewal Fund in England is treated as comparable expenditure for the purposes of calculating Barnett consequentials for Scotland.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the HM Treasury:
To ask the Chancellor of the Exchequer, whether spending on the Places of Worship Renewal Fund has been treated as comparable expenditure for the purposes of the Barnett formula.
Answered by Emma Reynolds - Chief Secretary to the Treasury
The Department for Culture, Media and Sport received funding at Spending Review 2025, and the Barnett formula was applied in the usual way to changes in the Department for Culture, Media and Sport’s DEL budget.
At Spending Reviews, because the Barnett formula is not applied to the individual programmes driving the change in a UK department’s DEL budget, the Barnett consequentials associated with the Places of Worship Renewal Fund cannot be specifically attributed, but were part of the overall calculation.
Funding allocated to the Places of Worship Renewal Fund in England is treated as comparable expenditure for the purposes of calculating Barnett consequentials for Scotland.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the Department of Health and Social Care:
To ask the Secretary of State for Health and Social Care, what assessment her Department has made of the availability of specialist services and clinical care pathways for people with Postural Tachycardia Syndrome.
Answered by James Frith - Parliamentary Under-Secretary (Department of Health and Social Care)
I refer the Hon. Member to the answer provided on 15 June 2026 in response to Question 6594.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, what steps her Department is taking to enable errors in the National Energy System Operator's connection contracts with generators and off-takers to be (a) identified and (b) corrected.
Answered by Michael Shanks - Minister of State (Department for Energy Security and Net Zero)
The National Energy System Operator (NESO) is responsible for issuing transmission level connection agreements under the connections reform programme. Customers can raise queries and potential errors through NESO's online portal.
The Department works closely with NESO and Ofgem to oversee delivery of the programme and monitor the rates of outstanding customer queries. Where errors are identified, NESO has processes in place to investigate and correct them, including reissuing offers where necessary.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, what assessment her Department has made of the adequacy of safeguards to ensure potential material errors in the National Energy System Operator's connection contracts with generators and off-takers are independently reviewed and corrected.
Answered by Michael Shanks - Minister of State (Department for Energy Security and Net Zero)
The Department is closely monitoring NESO’s implementation of connections reform, including the number of outstanding queries raised by customers and the number of connection offers requiring subsequent re-issue. These are important indicators of whether the accuracy and quality of offers is improving over time.
Ofgem, as the independent regulator, is ultimately responsible for monitoring NESO’s delivery performance and ensuring that appropriate safeguards are in place.
Where a customer remains dissatisfied, relevant disputes can be escalated to Ofgem, which has powers to determine certain disputes under the electricity licensing and regulatory framework.
Asked by: Susan Murray (Liberal Democrat - Mid Dunbartonshire)
Question to the Department for Energy Security & Net Zero:
To ask the Secretary of State for Energy Security and Net Zero, what assessment her Department has made of the impact of the National Energy System Operator's status on its accountability to (a) government and (b) Parliament.
Answered by Michael Shanks - Minister of State (Department for Energy Security and Net Zero)
NESO is an operationally independent public corporation. The Secretary of State is NESO's sole shareholder, exercises shareholder rights on behalf of Government, and is accountable to Parliament for matters relating to the organisation.
While the NESO Board retains responsibility for NESO's leadership, governance and corporate performance, Ofgem independently regulates NESO's delivery of its statutory duties and compliance with its licence obligations.
As set out in the NESO Framework Document, NESO is subject to parliamentary scrutiny, audit and reporting requirements. NESO's Chief Executive serves as the designated Accountable Person, with responsibility for stewardship of public resources and governance.