Revenue and Customs: Telephone Services

(asked on 22nd July 2021) - View Source

Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what recent estimate he has made of average HMRC telephony response times; and what recent assessment he has made of the (a) adequacy and (b) effectiveness of HMRC telephony response times.


Answered by
Jesse Norman Portrait
Jesse Norman
This question was answered on 10th September 2021

HMRC publish their telephony response times on a monthly and quarterly basis: https://www.gov.uk/government/collections/hmrc-monthly-performance-reports and https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates.

Like other service organisations, HMRC have been affected by the pandemic and are doing all they can to offer the best possible service to their customers, whether supporting them with their taxes or delivering the Government’s support schemes.

Wait times on some helplines are longer than HMRC would like, and they are sorry about the inconvenience this causes to customers at busy times. HMRC’s digital services are available 24 hours a day, and customer satisfaction for them is very high; HMRC encourage customers to go online where they can and have increased webchat availability as a channel across most areas.

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