Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what steps she is taking to help ensure that individuals and businesses contacting HMRC by telephone receive a good standard of customer service.

Improving the customer experience and day-to-day performance is a key priority for HMRC.

HMRC’s helpline service has improved, but waiting times can be longer than usual during busy periods. HMRC continue to invest in new technology to improve their telephony service.

They are also expanding their digital services so taxpayers can self-serve online, for example through the HMRC app. As more people self-serve online, HMRC’s advisers are able to focus on helping those who need to contact HMRC by telephone.

HMRC’s transformation roadmap includes details about new digital services that will improve the experience for taxpayers, agents, and businesses.

www.gov.uk/government/publications/hmrc-transformation-roadmap