Business of the House
Debate between Caroline Nokes and Marie Goldman(2 weeks, 3 days ago)
Commons ChamberRead Full debate Read Hansard Text Read Debate Ministerial Extracts
Marie Goldman (Chelmsford) (LD)
I echo the Leader of the House’s words about the intolerable and increasingly unsurvivable situation in Gaza. I urge the Government to do everything in their power to help remedy the situation.
My Chelmsford constituent, who is self-employed, regularly has to deal with His Majesty’s Revenue and Customs. He recently wrote to me about the unacceptable waiting times on HMRC’s customer service helpline. In his experience, this issue has been going on for years but has recently grown considerably worse. He tells me that he sometimes has to wait for up to 40 minutes before giving up and hanging up. It is all very well having services online, but if they are not fully accessible, people will still need an HMRC helpline that is responsive. Sadly, that is not the case.
The unacceptable level of customer service has been the subject of cross-party criticism in this House many times over the years. This year, the Public Accounts Committee agreed that the situation has indeed got worse. It found that 44,000 HMRC customers were cut off while waiting more than 70 minutes to reach an adviser—more than six times the figure for the whole of the 2022-23 financial year. I am sure the whole House will agree that spending time on the phone while waiting to resolve tax issues is not something that many of us or our constituents particularly enjoy doing, and it does not do anything to help productivity. Businesses need to spend their time selling their goods and services and generating tax receipts for the Treasury, not languishing on the end of a phone. Will the Leader of the House ask for a statement to be made about when we can expect to see improvements?