Revenue and Customs: Telephone Services
(asked on 6th February 2026) - View Source
Question to the HM Treasury:
To ask His Majesty's Government what is the average wait time for each of HMRC's telephone helpline services; and whether these times have reduced over the last two years.
Across HMRC’s main helplines, the average speed of answering customer calls for 2023–24, 2024–25, and 2025–26 (year-to-date to November 2025) is shown in the table.
The definition of ‘average speed of answering a customer’s call’ (ASA) is the average time spent waiting in the queue for an adviser. This is from the time that the customer finished listening to HMRC’s automated messages and completed their selection from HMRC’s automated menu to the time when they get to speak to an adviser.
HMRC’s main helplines - Average Speed of Answering a customer’s call (minutes: seconds)
| 2023-24 | 2024-25 | 2025-26 YTD to November |
Child Benefit | 21:05 | 16:05 | 10:35 |
National Insurance | 20:55 | 21:48 | 10:32 |
Tax Credits Helpline | 19:22 | 22:09 | 05:16 |
Tax Credits Payment Helpline | 22:13 | 16:50 | 05:34 |
Corporation Tax | 13:52 | 11:51 | 11:49 |
Stamp Duty and Capital Gains | 05:45 | 02:47 | 03:26 |
Agent Dedicated Line | 21:56 | 26:38 | 16:37 |
Construction Industry Scheme Helpline | 13:49 | 09:23 | 09:44 |
Employers Helpline | 22:20 | 26:32 | 27:20 |
Online Services Helpline | 08:36 | 11:49 | 05:58 |
PAYE | 34:18 | 22:58 | 17:34 |
Self Assessment Helpline | 37:15 | 23:40 | 16:46 |
VAT | 27:14 | 14:30 | 10:32 |
Overall, ASA has improved over the past two years. In 2023-24, across all HMRC helplines, it was 23 minutes and 14 seconds. In 2025-26 (year to date - end of November 2025), ASA was 13 minutes and 17 seconds.
HMRC are taking steps to make sure more of their services are digital, so customers can self-serve online. HMRC online services and the HMRC app are convenient to access and receive high customer satisfaction ratings. As more people use HMRC online services, advisers are freed up to support those with more complex queries and those who are digitally excluded.