Question to the HM Treasury:

To ask the Chancellor of the Exchequer, pursuant to the Answer of 5 November 2025 to Question 86041 on Revenue and Customs: Telephone Services, how many and what proportion of calls to the HMRC self-assessment line dropped in each of the last five years.

Improving day-to-day performance is a key priority for HMRC.

In 2024-25, HMRC handled 71.5% of adviser attempts across their helplines and had an average call answer time of 18 minutes 38 seconds. So far this year (April –September 2025), they have handled 83.8% of adviser attempts and call wait times have decreased to 13 minutes 30 seconds.

HMRC are taking steps to make sure more of their services are digital, so customers can self-serve online. HMRC online services and the HMRC app are convenient to access and receive high customer satisfaction ratings. As more people use HMRC online services, advisers are freed up to support those with more complex queries and those who are digitally excluded.

The below table provides details of abandoned calls on the Self Assessment helpline over the past five years. Abandoned calls refers to calls that reach the queue for the helpline and the customer hangs up before their call is answered. Customers may hang up before their call is answered for a number of reasons – for example, they may have had their query answered by HMRC’s recorded messages, they may have found the information they require online or they may have decided to call back another time. So far in 2025-26, there have been 192,659 abandoned calls on the SA helpline (8.8% of overall calls)