Revenue and Customs: Telephone Services

(asked on 17th March 2021) - View Source

Question to the HM Treasury:

To ask the Chancellor of the Exchequer, how many calls to HMRC's telephone advice lines for people completing a self assessment form were not answered by an HMRC call agent within five minutes on (a) 29 January 2019, (b) 30 January 2019, (c) 31 January 2019, (d) 29 January 2020, (e) 30 January 2020, (f) 31 January 2020, (g) 29 January 2021, (h) 30 January 2021 and (i) 31 January 2021.


Answered by
Jesse Norman Portrait
Jesse Norman
This question was answered on 26th March 2021

The information requested is provided in the table below.

Date

Answered within

Abandoned in Queue

0 - 5 Mins

5.01 - 10 Mins

10.01 - 20 Mins

20+ Mins

30-Jan-19

23,354

10,109

10,400

1,681

4,656

29-Jan-19

19,290

9,615

9,986

1,119

4,041

31-Jan-19

27,841

13,178

6,309

738

4,241

29-Jan-20

27,407

7,504

1,986

1,119

2,714

30-Jan-20

25,365

3,164

8,497

1,873

4,363

31-Jan-20

13,395

10,252

11,302

3,923

7,305

29-Jan-21

8,619

3,440

5,799

8,671

5,904

30-Jan-21

1,032

1,941

2,637

4,568

2,154

31-Jan-21

724

665

820

3,591

1,608

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