Revenue and Customs: Telephone Services

(asked on 24th February 2021) - View Source

Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what recent assessment he has made of trends in the level of telephony waiting times customers experience when calling HMRC.


Answered by
Jesse Norman Portrait
Jesse Norman
This question was answered on 1st March 2021

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.

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

HMRC publish monthly reports on how they have performed against their customer service targets, on GOV.UK: https://www.gov.uk/government/collections/hmrc-monthly-performance-reports.

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