Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what consideration has been given to extending customer service opening hours for HMRC.

Most HMRC helplines are available Monday to Friday 8am to 6pm. Helplines have previously been open during the evenings and at weekends, but the majority of customers continued to contact HMRC during office hours. HMRC therefore made an informed choice to provide helpline services at times which best match customer demand.

HMRC encourages customers to self-serve online where possible. HMRC online services accessed via GOV.UK and the HMRC app offer 24/7 convenience and consistently receive high customer satisfaction ratings. Earlier this year, HMRC published a transformation roadmap which includes details about new digital services that will mean a better experience for taxpayers, agents, and businesses. Further details are available at: www.gov.uk/government/publications/hmrc-transformation-roadmap

While HMRC’s ambition is to provide a digital experience for most customers, they recognise that this is not appropriate for everyone, for example the digitally excluded, those who require extra help, or those with more complex enquiries. HMRC will always provide a service to meet the needs of these customers, including through non-digital channels. For those customers who need extra help and meet the criteria, HMRC provide tailored support via their Extra Support team. This team can also signpost customers to voluntary and community organisations, who can offer free advice and support.