Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what the (a) average waiting time for people calling and (b) time people spent on hold for HMRC was in each of the last five years.

HMRC telephony performance data, including the average speed of answering a customer’s call, is published on a quarterly basis and can be accessed at: https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates

The definition of ‘average speed of answering a customer’s call’ is the average time spent waiting in the queue for an adviser. This is 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.

The below table shows the amount of time people spent on hold with HMRC – this is when a call has been answered by an adviser and the individual has subsequently been put on hold. The data covers the last five years, broken down by quarter: