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417094

	registered interest
	date	07/09/2015
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	2
	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	answer is ministerial correction date of answer 21/09/2015 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> 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

851510

	registered interest
	date	28/02/2018
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Leeds North West
	tabling member printed	Alex Sobel
	uin	130273
	answer	answer is ministerial correction date of answer 05/03/2018 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> answering member constituency Central Devon answering member printed Mel Stride question first answered 05/03/2018 16:39:41 answering member 3935 label Biography information for Mel Stride
	tabling member	4658 label Biography information for Alex Sobel

1281211

	registered interest
	date	27/01/2021
	answering body	Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Chancellor of the Exchequer, how many and what proportion of queries to HMRC’s Tariff Classification Service are (a) answered within five working days and (b) remain unanswered after five working days in the most recent period for which figures are available.
	tabling member constituency	Oxford East
	tabling member printed	Anneliese Dodds
	uin	144837
	answer	answer is ministerial correction date of answer 01/02/2021 answer text <p>97.5% of queries are answered within 5 days, with 2.5% of queries being answered after 5 days. The volumes of queries to HMRC’s Tariff Classification Service have nearly doubled in the last six months, and many of these are not classification-related.</p><p>The statistics for pre-July 2020 show over 99% of queries were responded to within 5 days.</p> answering member constituency Hereford and South Herefordshire answering member printed Jesse Norman question first answered 01/02/2021 16:25:02 answering member 3991 label Biography information for Jesse Norman
	tabling member	4657 label Biography information for Anneliese Dodds

387131

	registered interest
	date	01/07/2015
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Bath
	tabling member printed	Ben Howlett
	uin	5173
	answer	answer is ministerial correction date of answer 10/07/2015 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> answering member constituency South West Hertfordshire answering member printed Mr David Gauke question first answered 10/07/2015 10:58:20 answering member 1529 label Biography information for Mr David Gauke
	tabling member	4445 label Biography information for Ben Howlett

1643483

	registered interest
	date	09/06/2023
	answering body	Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Chancellor of the Exchequer, what assessment his Department has made of the adequacy of the level of staffing assigned to the HMRC National Insurance helpline.
	tabling member constituency	Ceredigion
	tabling member printed	Ben Lake
	uin	188768
	answer	answer is ministerial correction date of answer 15/06/2023 answer text <p>The HMRC Personal Tax (PT) Operations unit is responsible of administering the National Insurance (NI) Helpdesk and they typically have not kept staffing numbers for specific helplines since they employ a variable workforce model, where their staff may switch between answering phones, processing correspondence, and replying to webchat inquiries throughout the day.</p><p> </p><p> </p><p>For your reference, information about the PT Operation unit's performance in terms of customer service going back to 2016 is included in the HMRC's quarterly performance reports on GOV.UK.</p><p>GOV.UK link to HMRC quarterly performance reports: <a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fgovernment%2Fcollections%2Fhmrc-monthly-performance-reports%23reporting-year-2022-to-2023&amp;data=05%7C01%7Cdavid.g.piper%40hmrc.gov.uk%7Cead3c946da77486e26d708db6b46f8ca%7Cac52f73cfd1a4a9a8e7a4a248f3139e1%7C0%7C0%7C638221724779883722%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=i5MsMLzupU2YSBIcKM6Kuw%2FPTU2MZ2PzpMVIdCoswPw%3D&amp;reserved=0" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports#reporting-year-2022-to-2023</a>.</p><p> </p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 15/06/2023 14:35:49 answering member 4399 label Biography information for Victoria Atkins
	tabling member	4630 label Biography information for Ben Lake

451725

	registered interest
	date	09/02/2016
	answering body	HM Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	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.
	tabling member constituency	Houghton and Sunderland South
	tabling member printed	Bridget Phillipson
	uin	26620
	answer	answer is ministerial correction date of answer 29/02/2016 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> answering member constituency South West Hertfordshire answering member printed Mr David Gauke question first answered 29/02/2016 16:00:17 answering member 1529 label Biography information for Mr David Gauke
	tabling member	4046 label Biography information for Bridget Phillipson

1381530

	registered interest
	date	23/11/2021
	answering body	Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Chancellor of the Exchequer, how many calls made to the HMRC self-assessment helpline were not answered at all, in each of the last 36 months.
	tabling member constituency	Houghton and Sunderland South
	tabling member printed	Bridget Phillipson
	uin	80284
	answer	answer is ministerial correction date of answer 26/11/2021 answer text <p>Information on HMRC’s current performance is published here:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</a></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank">https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</a></p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer grouped question UIN 80285 80286 80287 80288 question first answered 26/11/2021 13:22:12 answering member 4517 label Biography information for Lucy Frazer
	tabling member	4046 label Biography information for Bridget Phillipson

1381531

	registered interest
	date	23/11/2021
	answering body	Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Chancellor of the Exchequer, how many calls made to the HMRC VAT helpline were not answered at all, in each of the last 36 months.
	tabling member constituency	Houghton and Sunderland South
	tabling member printed	Bridget Phillipson
	uin	80285
	answer	answer is ministerial correction date of answer 26/11/2021 answer text <p>Information on HMRC’s current performance is published here:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</a></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank">https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</a></p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer grouped question UIN 80284 80286 80287 80288 question first answered 26/11/2021 13:22:12 answering member 4517 label Biography information for Lucy Frazer
	tabling member	4046 label Biography information for Bridget Phillipson

1381532

	registered interest
	date	23/11/2021
	answering body	Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Chancellor of the Exchequer, how many calls made to the HMRC National Insurance helpline were not answered at all, in each of the last 36 months.
	tabling member constituency	Houghton and Sunderland South
	tabling member printed	Bridget Phillipson
	uin	80286
	answer	answer is ministerial correction date of answer 26/11/2021 answer text <p>Information on HMRC’s current performance is published here:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</a></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank">https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</a></p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer grouped question UIN 80284 80285 80287 80288 question first answered 26/11/2021 13:22:12 answering member 4517 label Biography information for Lucy Frazer
	tabling member	4046 label Biography information for Bridget Phillipson

1381533

	registered interest
	date	23/11/2021
	answering body	Treasury
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	Treasury
	hansard heading	Revenue and Customs: Telephone Services
	house id	1
	legislature	25259 pref label House of Commons
	question text	To ask the Chancellor of the Exchequer, how many calls made to the HMRC Tax Credits helpline were not answered at all, in each of the last 36 months.
	tabling member constituency	Houghton and Sunderland South
	tabling member printed	Bridget Phillipson
	uin	80287
	answer	answer is ministerial correction date of answer 26/11/2021 answer text <p>Information on HMRC’s current performance is published here:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</a></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank">https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</a></p> answering member constituency South East Cambridgeshire answering member printed Lucy Frazer grouped question UIN 80284 80285 80286 80288 question first answered 26/11/2021 13:22:12 answering member 4517 label Biography information for Lucy Frazer
	tabling member	4046 label Biography information for Bridget Phillipson