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answer › question first answered	2015-09-21T15:54:07.557Z
answering dept id	14
answering body	HM Treasury
max answer › question first answered	2016-09-12T16:34:45.147Z

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registered interest

date

exactly:

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and

answering body

answering dept id

answering dept short name

answering dept sort name

hansard heading

house id

legislature


pref label

question text

tabling member printed

uin

answer

is ministerial correction

date of answer

exactly:

or between:
and

answer text

answering member printed

question first answered

question first ministerially corrected

answering member


label

previous answer version


answering member printed
answering member

tabling member


label

417094

registered interest

date

07/09/2015

answering body

HM Treasury

answering dept id

answering dept short name

Treasury

answering dept sort name

CaTreasury

hansard heading

Revenue and Customs: Telephone Services

house id

legislature

25277

pref label	House of Lords

question text

To ask Her Majesty’s Government, further to the Written Answer by Lord O’Neill of Gatley on 30 July (HL1654), whether HM Revenue and Customs has target times by which members of the public can reasonably expect to get through on the telephone and speak to an official; and by what percentage extent there has been a change over the past three years in the number of telephone calls from the public seeking information or assistance from that Department.

tabling member printed

Lord Quirk

uin

HL2014

answer

is ministerial correction

date of answer

21/09/2015

answer text

As stated in an earlier response (HL897), HM Revenue and Customs (HMRC) publishes its performance data quarterly on the gov.uk website. HMRC handles 50 million calls a year from customers. It aims to answer 80 per cent of all calls and accepts that it is not currently delivering on that aspiration. HMRC published a press release on 25 June in which it apologised for the poor service, acknowledged that some customers were struggling to get through on the telephone and outlined a number of initiatives it is putting in place to improve performance.

answering member printed

Lord Bridges of Headley

question first answered

21/09/2015 15:54:07

question first ministerially corrected

22/09/2015 14:57:41

answering member

4535

label	Biography information for Lord Bridges of Headley

previous answer version

22479

answering member printed	Lord Bridges
answering member	3524

tabling member

3254

label	Biography information for Lord Quirk