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417094
star this property registered interest false more like this
star this property date less than 2015-09-07more like thismore than 2015-09-07
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 2 more like this
star this property legislature
25277
star this property pref label House of Lords more like this
star this property 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. more like this
star this property tabling member printed
Lord Quirk more like this
star this property uin HL2014 more like this
star this property answer
answer
star this property is ministerial correction true more like this
star this property date of answer less than 2015-09-21more like thismore than 2015-09-21
unstar this property answer text <p>As stated in an earlier response (HL897), HM Revenue and Customs (HMRC) publishes its performance data quarterly on the gov.uk website.</p><p> </p><p> </p><p> </p><p>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.</p><p> </p><p> </p><p> </p> more like this
star this property answering member printed Lord Bridges of Headley more like this
star this property question first answered
less than 2015-09-21T15:54:07.557Zmore like thismore than 2015-09-21T15:54:07.557Z
star this property question first ministerially corrected
less than 2015-09-22T14:57:41.89Zmore like thismore than 2015-09-22T14:57:41.89Z
unstar this property answering member
4535
star this property label Biography information for Lord Bridges of Headley more like this
star this property previous answer version
22479
star this property answering member printed Lord Bridges more like this
star this property answering member 3524
star this property tabling member
3254
unstar this property label Biography information for Lord Quirk more like this
851510
star this property registered interest false more like this
star this property date less than 2018-02-28more like thismore than 2018-02-28
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, whether his Department has plans to stop HMRC promoting an 0843 premium rate customer service number on its website instead of the local rate 0300 number. more like this
star this property tabling member constituency Leeds North West more like this
star this property tabling member printed
Alex Sobel more like this
star this property uin 130273 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2018-03-05more like thismore than 2018-03-05
unstar this property answer text <p>HMRC’s ‘Contact Us pages on the .Gov.UK website do not promote 0843 numbers. All HMRC customer-facing telephone numbers on the Gov.UK pages start with 03.</p> more like this
star this property answering member constituency Central Devon more like this
star this property answering member printed Mel Stride more like this
star this property question first answered
less than 2018-03-05T16:39:41.133Zmore like thismore than 2018-03-05T16:39:41.133Z
unstar this property answering member
3935
star this property label Biography information for Mel Stride more like this
star this property tabling member
4658
unstar this property label Biography information for Alex Sobel more like this
387131
star this property registered interest false more like this
star this property date less than 2015-07-01more like thismore than 2015-07-01
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, what steps he is taking to reduce waiting times for calls to HM Revenue and Customs. more like this
star this property tabling member constituency Bath more like this
star this property tabling member printed
Ben Howlett more like this
star this property uin 5173 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2015-07-10more like thismore than 2015-07-10
unstar this property answer text <p>HM Revenue and Customs (HMRC) accepts that its performance was inconsistent during 2014-15 and has recently outlined actions taken to improve customer service. These include recruitment of additional staff and investment in new technology.</p><p> </p><p> </p><p> </p><p>The department has allocated £45 million, supporting the recruitment of an additional 3,000 customer service staff to answer calls and deal with customer correspondence. HMRC is also temporarily moving around 2,000 additional people from other parts of HMRC into customer service roles to support the tax credits peak.</p><p> </p><p> </p><p> </p> more like this
star this property answering member constituency South West Hertfordshire more like this
star this property answering member printed Mr David Gauke more like this
star this property question first answered
less than 2015-07-10T10:58:20.473Zmore like thismore than 2015-07-10T10:58:20.473Z
unstar this property answering member
1529
star this property label Biography information for Mr David Gauke more like this
star this property tabling member
4445
unstar this property label Biography information for Ben Howlett more like this
451725
star this property registered interest false more like this
star this property date less than 2016-02-09more like thismore than 2016-02-09
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, what recent discussions he has had with HM Revenue and Customs (HMRC) on that body's record of (a) call waiting times, (b) call handling and (c) the steps HMRC plans to take to increase the level of service to telephone customers. more like this
star this property tabling member constituency Houghton and Sunderland South more like this
star this property tabling member printed
Bridget Phillipson more like this
star this property uin 26620 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2016-02-29more like thismore than 2016-02-29
unstar this property answer text <p>Treasury Ministers and officials have meetings with a wide variety of organisations in the public and private sectors as part of the process of policy development and delivery.</p><p> </p><p>Details of ministerial and permanent secretary meetings with external organisations on departmental business are published on a quarterly basis and are available at:</p><p><a href="http://www.hm-treasury.gov.uk/minister_hospitality.htm" target="_blank">http://www.hm-treasury.gov.uk/minister_hospitality.htm</a></p><p> </p> more like this
star this property answering member constituency South West Hertfordshire more like this
star this property answering member printed Mr David Gauke more like this
star this property question first answered
less than 2016-02-29T16:00:17.487Zmore like thismore than 2016-02-29T16:00:17.487Z
unstar this property answering member
1529
star this property label Biography information for Mr David Gauke more like this
star this property tabling member
4046
unstar this property label Biography information for Bridget Phillipson more like this
971526
star this property registered interest true more like this
star this property date less than 2018-09-10more like thismore than 2018-09-10
star this property answering body
Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask the Chancellor of the Exchequer, what the average cost per call is of opening HMRC contact centres (a) Monday to Friday and (b) on a (i) Saturday and (ii) Sunday. more like this
star this property tabling member constituency Glasgow South West more like this
star this property tabling member printed
Chris Stephens more like this
star this property uin 172635 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2018-09-18more like thismore than 2018-09-18
unstar this property answer text <p>HMRC does not hold this information because they allocate staff resource in a flexible manner across a range of customer services and channels. This allows HMRC resource to be used more effectively and delivers better value for money.</p><p> </p> more like this
star this property answering member constituency Central Devon more like this
star this property answering member printed Mel Stride more like this
star this property question first answered
less than 2018-09-18T15:08:35.26Zmore like thismore than 2018-09-18T15:08:35.26Z
unstar this property answering member
3935
star this property label Biography information for Mel Stride more like this
star this property tabling member
4463
unstar this property label Biography information for Chris Stephens more like this
386959
star this property registered interest false more like this
star this property date less than 2015-07-01more like thismore than 2015-07-01
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, what recent estimate he has made of waiting times for members of the public calling the HM Revenue and Customs self assessment helpline. more like this
star this property tabling member constituency Oldham East and Saddleworth more like this
star this property tabling member printed
Debbie Abrahams more like this
star this property uin 5212 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2015-07-06more like thismore than 2015-07-06
unstar this property answer text <p>Her Majesty’s Revenue and Customs publishes regular performance reports, which are available on <a href="https://www.gov.uk/government/publications/business-plan-indicators" target="_blank">Gov.uk.</a></p><p> </p><p> </p><p> </p> more like this
star this property answering member constituency South West Hertfordshire more like this
star this property answering member printed Mr David Gauke more like this
star this property grouped question UIN 5213 more like this
star this property question first answered
less than 2015-07-06T15:47:16.577Zmore like thismore than 2015-07-06T15:47:16.577Z
unstar this property answering member
1529
star this property label Biography information for Mr David Gauke more like this
star this property tabling member
4212
unstar this property label Biography information for Debbie Abrahams more like this
386960
star this property registered interest false more like this
star this property date less than 2015-07-01more like thismore than 2015-07-01
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, what proportion of calls to the HM Revenue and Customs self assessment helpline were abandoned without answer in each of the last three years; and what the median waiting time was for such abandoned calls. more like this
star this property tabling member constituency Oldham East and Saddleworth more like this
star this property tabling member printed
Debbie Abrahams more like this
star this property uin 5213 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2015-07-06more like thismore than 2015-07-06
unstar this property answer text <p>Her Majesty’s Revenue and Customs publishes regular performance reports, which are available on <a href="https://www.gov.uk/government/publications/business-plan-indicators" target="_blank">Gov.uk.</a></p><p> </p><p> </p><p> </p> more like this
star this property answering member constituency South West Hertfordshire more like this
star this property answering member printed Mr David Gauke more like this
star this property grouped question UIN 5212 more like this
star this property question first answered
less than 2015-07-06T15:47:16.703Zmore like thismore than 2015-07-06T15:47:16.703Z
unstar this property answering member
1529
star this property label Biography information for Mr David Gauke more like this
star this property tabling member
4212
unstar this property label Biography information for Debbie Abrahams more like this
386963
star this property registered interest false more like this
star this property date less than 2015-07-01more like thismore than 2015-07-01
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, how many calls to the HM Revenue and Customs self-assessment helpline were (a) abandoned by callers and (b) answered after a period of (i) 15, (ii) 30 and (iii) 45 minutes in the latest year for which data are available. more like this
star this property tabling member constituency Oldham East and Saddleworth more like this
star this property tabling member printed
Debbie Abrahams more like this
star this property uin 5210 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2015-07-06more like thismore than 2015-07-06
unstar this property answer text <p>In December 2014, HMRC introduced a new telephony system and the data is not held in the format requested.</p><p> </p><p> </p><p> </p><p>HMRC publish their performance data on a quarterly basis on Gov.UK.</p><p> </p> more like this
star this property answering member constituency South West Hertfordshire more like this
star this property answering member printed Mr David Gauke more like this
star this property question first answered
less than 2015-07-06T15:43:01.177Zmore like thismore than 2015-07-06T15:43:01.177Z
unstar this property answering member
1529
star this property label Biography information for Mr David Gauke more like this
star this property tabling member
4212
unstar this property label Biography information for Debbie Abrahams more like this
386964
star this property registered interest false more like this
star this property date less than 2015-07-01more like thismore than 2015-07-01
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name Treasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, what discussions he has had with HM Revenue and Customs officials on improving waiting times for members of the public calling that Department's self-assessment helpline. more like this
star this property tabling member constituency Oldham East and Saddleworth more like this
star this property tabling member printed
Debbie Abrahams more like this
star this property uin 5211 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2015-07-06more like thismore than 2015-07-06
unstar this property answer text <p>Ministers regularly meet with officials as part of the process of policy development and delivery.</p><p> </p><p> </p><p> </p><p>HM Revenue and Customs has allocated £45 million, supporting the recruitment of an additional 3,000 customer service staff to answer calls and deal with customer correspondence.</p><p> </p><p> </p><p> </p> more like this
star this property answering member constituency South West Hertfordshire more like this
star this property answering member printed Mr David Gauke more like this
star this property question first answered
less than 2015-07-06T15:52:49.9Zmore like thismore than 2015-07-06T15:52:49.9Z
unstar this property answering member
1529
star this property label Biography information for Mr David Gauke more like this
star this property tabling member
4212
unstar this property label Biography information for Debbie Abrahams more like this
642150
star this property registered interest false more like this
star this property date less than 2016-11-22more like thismore than 2016-11-22
star this property answering body
HM Treasury more like this
star this property answering dept id 14 remove filter
star this property answering dept short name Treasury more like this
star this property answering dept sort name CaTreasury more like this
star this property hansard heading Revenue and Customs: Telephone Services remove filter
star this property house id 1 more like this
star this property legislature
25259
star this property pref label House of Commons more like this
star this property question text To ask Mr Chancellor of the Exchequer, how many and which public telephone lines operated by HM Revenue and Customs are higher rate lines; how many calls have been made to those lines in the last 12 months for which data is available; what the average duration of calls was to each such line; and how much was charged to all callers using each such line. more like this
star this property tabling member constituency Birkenhead more like this
star this property tabling member printed
Frank Field more like this
star this property uin 54180 more like this
star this property answer
answer
star this property is ministerial correction false more like this
star this property date of answer less than 2016-11-25more like thismore than 2016-11-25
unstar this property answer text <p>HM Revenue and Customs (HMRC) no longer operates higher rate telephone lines. All 0845 HMRC helplines were taken out of service in December 2014 and on 30 June 2015. HMRC decommissioned its 0845 helplines in line with HM Government and OfCom guidance.</p><p> </p> more like this
star this property answering member constituency Battersea more like this
star this property answering member printed Jane Ellison more like this
star this property question first answered
less than 2016-11-25T13:42:12.04Zmore like thismore than 2016-11-25T13:42:12.04Z
unstar this property answering member
3918
star this property label Biography information for Jane Ellison more like this
star this property tabling member
478
unstar this property label Biography information for Frank Field more like this