Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what recent assessment her Department has made of the adequacy of HMRC phone line performance.

HMRC publish monthly performance data, including information on their telephony service, which can be found here: https://www.gov.uk/government/collections/hmrc-monthly-performance-reports.

A key part of this plan is expanding HMRC’s digital services. Improving day-to-day performance is one of the Government’s key priorities for HMRC.

A key part of this plan is expanding HMRC’s digital services. More than 6 million customers now use the HMRC app, which allows people to manage their tax affairs quickly and easily.

This summer, HMRC will publish a transformation roadmap. Setting out further steps to improve the customer experience for taxpayers, agents, and businesses.

This will reduce pressure on phone lines, freeing up HMRC advisors to help those who are digitally excluded, have complex tax affairs, or find themselves in vulnerable circumstances.