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1199333

	registered interest
	date	02/06/2020
	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	2
	legislature	25277 pref label House of Lords
	question text	Her Majesty's Government how much income they received in the last financial year from calls to Her Majesty's Revenue and Customs helplines that have the 0300 prefix.
	tabling member printed	Lord Moonie
	uin	HL5049
	answer	answer is ministerial correction date of answer 16/06/2020 answer text <p>HMRC do not receive any income from the use of 0300 numbers.</p> answering member printed Lord Agnew of Oulton question first answered 16/06/2020 10:53:21 answering member 4689 label Biography information for Lord Agnew of Oulton
	tabling member	621 label Biography information for Lord Moonie

1144184

	registered interest
	date	03/09/2019
	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	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty's Government what criteria are used by HMRC to decide whether calls to their helpline are recorded as answered for the purposes of published statistics; and whether an automated response constitutes an answered call.
	tabling member printed	Lord Moonie
	uin	HL17672
	answer	answer is ministerial correction date of answer 09/09/2019 answer text <p>HMRC measure telephony performance by Average Speed of Answer (ASA) and the percentage of customers needing to wait more than ten minutes to speak to an adviser (Outliers). The ASA and Outliers performance data are published monthly, quarterly and annually.</p><p> </p><p>An automated response does not constitute a call answered by an advisor; routing and messaging systems are to advise and guide a customer to the right advisor for their query. As part of the publication of HMRC’s Annual Report &amp; Accounts 2017-2018 (on Gov.uk), HMRC published technical documents to provide further understanding of how their telephony performance is managed and monitored.</p> answering member printed The Earl of Courtown question first answered 09/09/2019 15:38:09 answering member 3359 label Biography information for The Earl of Courtown
	tabling member	621 label Biography information for Lord Moonie

1252986

	registered interest
	date	17/11/2020
	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	2
	legislature	25277 pref label House of Lords
	question text	To ask Her Majesty's Government what was the average waiting time for callers to the self-assessment helpline  of Her Majesty's Revenue and Customs in each month so far of the current tax year.
	tabling member printed	Lord Oates
	uin	HL10438
	answer	answer is ministerial correction date of answer 02/12/2020 answer text <p>HMRC publish information on average speed to answer monthly and quarterly. Breakdowns for individual helplines including self assessment are contained in the quarterly reports. Times for the Self Assessment helpline are provided below:</p><p> </p><table><tbody><tr><td><p>Month</p></td><td><p>April</p></td><td><p>May</p></td><td><p>June</p></td><td><p>July</p></td><td><p>August</p></td><td><p>September</p></td></tr><tr><td><p>Mins: Seconds</p></td><td><p>14:10</p></td><td><p>24:14</p></td><td><p>12:57</p></td><td><p>10:46</p></td><td><p>13:07</p></td><td><p>08:42</p></td></tr></tbody></table> answering member printed Lord Agnew of Oulton question first answered 02/12/2020 13:46:10 answering member 4689 label Biography information for Lord Agnew of Oulton
	tabling member	4549 label Biography information for Lord Oates

1696344

	registered interest
	date	14/03/2024
	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	2
	legislature	25277 pref label House of Lords
	question text	To ask His Majesty's Government what is the (1) median, and (2) upper decile, wait time for His Majesty's Revenue and Customs to answer telephone calls.
	tabling member printed	Lord Lipsey
	uin	HL3290
	answer	answer is ministerial correction date of answer 21/03/2024 answer text <p>HMRC does not report on the median or upper decile wait times for telephone calls. However, HMRC publishes data on the average speed of answer for customer calls and the percentage of calls where the customer waited more than 10 minutes.</p><p><br>This information can be found at the following link:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports#reporting-year-2023-to-2024" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports#reporting-year-2023-to-2024</a></p> answering member printed Baroness Vere of Norbiton question first answered 21/03/2024 12:34:09 answering member 4580 label Biography information for Baroness Vere of Norbiton
	tabling member	2492 label Biography information for Lord Lipsey

1683979

	registered interest
	date	22/01/2024
	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	2
	legislature	25277 pref label House of Lords
	question text	To ask His Majesty's Government what plans they have to ensure customers are adequately supported given recent changes to HMRC’s phone support for taxpayers.
	tabling member printed	The Lord Bishop of St Albans
	uin	HL1813
	answer	answer is ministerial correction date of answer 30/01/2024 answer text <p>This is a busy time for customers who want to get their taxes sorted. Directing those with simple queries to online services, where they can be resolved more quickly, will ensure telephone advisers are available to help customers with complex queries or those who cannot get online.</p><p>We know that some customers are unable to reach to us online, HMRC will continue to help them by telephone, and this includes their extra support services. The service is for customers who cannot contact them due to health or personal issues. Customers can ask for phone, video, or in-person appointments. When they phone the HMRC helplines, their advisers will assess their circumstances to offer the best option for them.</p><p> </p><p><strong>Footnote:</strong></p><p>Information on the Extra Support can be found here:</p><p><a href="https://www.gov.uk/get-help-hmrc-extra-support" target="_blank">Get help from HMRC if you need extra support: Help you can get - GOV.UK (www.gov.uk)</a></p> answering member printed Baroness Vere of Norbiton question first answered 30/01/2024 14:33:49 answering member 4580 label Biography information for Baroness Vere of Norbiton
	tabling member	4308 label Biography information for The Lord Bishop of St Albans

1581429

	registered interest
	date	26/01/2023
	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	2
	legislature	25277 pref label House of Lords
	question text	To ask His Majesty's Government what steps they are taking to reduce waiting times for taxpayers seeking to access HMRC’s telephone helpline.
	tabling member printed	Lord Truscott
	uin	HL5161
	answer	answer is ministerial correction date of answer 09/02/2023 answer text <p>We encourage these taxpayers who can contact us digitally to do, so that our staff can focus their support on those who need one-to-one support on the telephone.</p><p> </p><p>The quickest and easiest way for customers to manage their tax affairs and get answers to queries is online through the HMRC mobile app or the web-based Personal Tax Account here <a href="https://www.gov.uk/personal-tax-account" target="_blank"><em>https://www.gov.uk/personal-tax-account</em></a>, which enables taxpayers to view all their tax affairs in one place and complete everyday tasks. We continue to invest in high quality digital services which will allow HMRC to offer a more efficient service. When more customers use our online services, this frees up our advisers to offer a better service for those customers who have more complex queries or are unable to go online.</p><p> </p><p>January is the busiest time of the year on HMRC’s telephony lines due to the Self-Assessment peak. To ensure that Self-Assessment customers can get the help they need during this period, HMRC has redeployed 850 colleagues from other areas to enable us to focus on the highest priority Self-Assessment calls.</p> answering member printed Baroness Penn question first answered 09/02/2023 12:19:02 answering member 4726 label Biography information for Baroness Penn
	tabling member	3682 label Biography information for Lord Truscott

1602314

	registered interest
	date	08/03/2023
	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, how long the average wait time was for callers to the HMRC Income Tax helpline in each of the last three years.
	tabling member constituency	Richmond Park
	tabling member printed	Sarah Olney
	uin	161371
	answer	answer is ministerial correction date of answer 13/03/2023 answer text <p>The Income Tax Helpline is administered by the HMRC Personal Tax (PT) Operations unit. HMRC quarterly performance reports on GOV.UK includes information on handled by the PT Operation helpdesk dating back three years.</p><p> </p><p>These can be accessed on the GOV.UK website here: <a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports#reporting-year-2022-to-2023" target="_blank"><em>https://www.gov.uk/government/collections/hmrc-monthly-performance-reports#reporting-year-2022-to-2023</em></a><em>. </em></p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins grouped question UIN 161369 161370 question first answered 13/03/2023 16:52:16 answering member 4399 label Biography information for Victoria Atkins
	tabling member	4591 label Biography information for Sarah Olney

1610424

	registered interest
	date	14/04/2023
	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, how many and what proportion of calls to each HMRC customer service hotline (a) were made in total, (b) were not answered, (c) involved the caller being on hold for more than 10 minutes and (d) were terminated following the caller being on hold for more than 10 minutes in each of the last 12 months.
	tabling member constituency	Enfield North
	tabling member printed	Feryal Clark
	uin	180557
	answer	answer is ministerial correction date of answer 24/04/2023 answer text <p>HMRC publishes the information requested by the Hon. Member monthly and quarterly as below.</p><p> </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> </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 Louth and Horncastle answering member printed Victoria Atkins question first answered 24/04/2023 15:46:46 answering member 4399 label Biography information for Victoria Atkins
	tabling member	4822 label Biography information for Feryal Clark

1610420

	registered interest
	date	14/04/2023
	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, how many and what proportion of calls to the HMRC MP hotline (a) were made in total, (b) were not answered, (c) involved the caller being on hold for more than 10 minutes and (d) were terminated following the caller being on hold for more than 10 minutes in each of the last 12 months.
	tabling member constituency	Enfield North
	tabling member printed	Feryal Clark
	uin	180553
	answer	answer is ministerial correction date of answer 24/04/2023 answer text HMRC publishes monthly and quarterly performance data on GOV.UK<p> </p><p><a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fgovernment%2Fcollections%2Fhmrc-monthly-performance-reports&amp;data=05%7C01%7Cdavid.g.piper%40hmrc.gov.uk%7C0f72c1ec121d420a957408db4178b59c%7Cac52f73cfd1a4a9a8e7a4a248f3139e1%7C0%7C0%7C638175758910750247%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=wJMIGfkIFClOg3KtFAIjwYa8yYORS2f8nKWhltR0Sdc%3D&amp;reserved=0" target="_blank">https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</a></p><p> </p><p><a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fgovernment%2Fcollections%2Fhmrc-quarterly-performance-updates&amp;data=05%7C01%7Cdavid.g.piper%40hmrc.gov.uk%7C0f72c1ec121d420a957408db4178b59c%7Cac52f73cfd1a4a9a8e7a4a248f3139e1%7C0%7C0%7C638175758910750247%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=RUhDuMuJybYahjgWXcgzEmK8C7VY5OV56IFwNizDkXs%3D&amp;reserved=0" target="_blank">https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</a></p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 24/04/2023 15:35:49 answering member 4399 label Biography information for Victoria Atkins
	tabling member	4822 label Biography information for Feryal Clark

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