Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what assessment he has made of the time taken by HMRC to resolve cases, and what steps he is taking to reduce delays.

HMRC is increasing capacity in key teams, improving workforce flexibility, strengthening case progression and delivering wider transformation activity to improve the efficiency of its services.

Since April 2025, HMRC has reduced the number of aged investigation cases (those over three years old) by 38% and introduced measures to strengthen oversight and ensure cases continue to progress in a timely manner. HMRC is also establishing a dedicated team so that it can resolve older repayment claims more quickly.

HMRC monitors performance across its services, including correspondence handling and case progression. HMRC's service standard is to respond to 80% of priority correspondence within 15 working days, and it regularly publishes performance information at: HMRC performance updates. Customers can use HMRC's online 'Where's my reply?' tool to check current response times and when they can expect a response.

HMRC’s Transformation Roadmap sets out how it will modernise by 2030 to improve customer service, close the tax gap and reform HMRC. To enhance its compliance work, HMRC is investing in new systems such as: the Secure Digital Exchange Communications (SDEC) programme, enabling secure digital communication and file exchange; and a Digital Disclosure Service to allow customers and intermediaries to correct mistakes and pay liabilities and penalties for all taxes and duties with the aim to go live in 2027-28. Further information on the transformation roadmap is available at: HMRC Transformation Roadmap: update 2026.