Question to the HM Treasury:

To ask the Chancellor of the Exchequer, What steps he is taking to reduce HMRC's response times to (a) individuals and (b) financial representatives.

HMRC aims to improve customer service for both individuals and financial representatives through quicker and easier online services. For individuals, HMRC continues to add new services into the HMRC app and online offering, for example adding Child Benefit in 2023. For financial representatives, HMRC have created a new performance dashboard for agents to track claims/requests and inform their clients.

Supporting those customers who can do so to move online will allow HMRC to improve telephone and post responses for customers with the most complex queries or those who are unable to access digital services.

HMRC responds to the significant majority of calls to their Agent Dedicated Line within 10 minutes.