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1349710
registered interest false more like this
date less than 2021-07-22more like thismore than 2021-07-22
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, what recent estimate he has made of average HMRC telephony response times; and what recent assessment he has made of the (a) adequacy and (b) effectiveness of HMRC telephony response times. more like this
tabling member constituency Inverness, Nairn, Badenoch and Strathspey more like this
tabling member printed
Drew Hendry more like this
uin 38303 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-09-10more like thismore than 2021-09-10
answer text <p>HMRC publish their telephony response times on a monthly and quarterly basis: <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> and <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><p>Like other service organisations, HMRC have been affected by the pandemic and are doing all they can to offer the best possible service to their customers, whether supporting them with their taxes or delivering the Government’s support schemes.</p><p>Wait times on some helplines are longer than HMRC would like, and they are sorry about the inconvenience this causes to customers at busy times. HMRC’s digital services are available 24 hours a day, and customer satisfaction for them is very high; HMRC encourage customers to go online where they can and have increased webchat availability as a channel across most areas.</p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
question first answered
less than 2021-09-10T13:41:00.123Zmore like thismore than 2021-09-10T13:41:00.123Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4467
label Biography information for Drew Hendry more like this
1303327
registered interest false more like this
date less than 2021-03-17more like thismore than 2021-03-17
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, how many calls to HMRC's telephone advice lines for people completing a self assessment form were abandoned by the caller before reaching an HMRC call handling agent on (a) 29 January 2019, (b) 30 January 2019, (c) 31 January 2019, (d) 29 January 2020, (e) 30 January 2020, (f) 31 January 2020, (g) 29 January 2021, (h) 30 January 2021 and (i) 31 January 2021. more like this
tabling member constituency Houghton and Sunderland South more like this
tabling member printed
Bridget Phillipson more like this
uin 170614 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-03-26more like thismore than 2021-03-26
answer text <p>The information requested is provided in the table below.</p><p> </p><table><tbody><tr><td rowspan="2"><p>Date</p></td><td colspan="4"><p>Answered within</p></td><td rowspan="2"><p>Abandoned in Queue</p></td></tr><tr><td><p>0 - 5 Mins</p></td><td><p>5.01 - 10 Mins</p></td><td><p>10.01 - 20 Mins</p></td><td><p>20+ Mins</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>30-Jan-19</p></td><td><p>23,354</p></td><td><p>10,109</p></td><td><p>10,400</p></td><td><p>1,681</p></td><td><p>4,656</p></td></tr><tr><td><p>29-Jan-19</p></td><td><p>19,290</p></td><td><p>9,615</p></td><td><p>9,986</p></td><td><p>1,119</p></td><td><p>4,041</p></td></tr><tr><td><p>31-Jan-19</p></td><td><p>27,841</p></td><td><p>13,178</p></td><td><p>6,309</p></td><td><p>738</p></td><td><p>4,241</p></td></tr><tr><td><p>29-Jan-20</p></td><td><p>27,407</p></td><td><p>7,504</p></td><td><p>1,986</p></td><td><p>1,119</p></td><td><p>2,714</p></td></tr><tr><td><p>30-Jan-20</p></td><td><p>25,365</p></td><td><p>3,164</p></td><td><p>8,497</p></td><td><p>1,873</p></td><td><p>4,363</p></td></tr><tr><td><p>31-Jan-20</p></td><td><p>13,395</p></td><td><p>10,252</p></td><td><p>11,302</p></td><td><p>3,923</p></td><td><p>7,305</p></td></tr><tr><td><p>29-Jan-21</p></td><td><p>8,619</p></td><td><p>3,440</p></td><td><p>5,799</p></td><td><p>8,671</p></td><td><p>5,904</p></td></tr><tr><td><p>30-Jan-21</p></td><td><p>1,032</p></td><td><p>1,941</p></td><td><p>2,637</p></td><td><p>4,568</p></td><td><p>2,154</p></td></tr><tr><td><p>31-Jan-21</p></td><td><p>724</p></td><td><p>665</p></td><td><p>820</p></td><td><p>3,591</p></td><td><p>1,608</p></td></tr></tbody></table><p> </p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
grouped question UIN
170615 more like this
170616 more like this
170617 more like this
question first answered
less than 2021-03-26T13:15:33.833Zmore like thismore than 2021-03-26T13:15:33.833Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4046
label Biography information for Bridget Phillipson more like this
1303328
registered interest false more like this
date less than 2021-03-17more like thismore than 2021-03-17
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, how many calls to HMRC's telephone advice lines for people completing a self assessment form were not answered by an HMRC call agent within five minutes on (a) 29 January 2019, (b) 30 January 2019, (c) 31 January 2019, (d) 29 January 2020, (e) 30 January 2020, (f) 31 January 2020, (g) 29 January 2021, (h) 30 January 2021 and (i) 31 January 2021. more like this
tabling member constituency Houghton and Sunderland South more like this
tabling member printed
Bridget Phillipson more like this
uin 170615 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-03-26more like thismore than 2021-03-26
answer text <p>The information requested is provided in the table below.</p><p> </p><table><tbody><tr><td rowspan="2"><p>Date</p></td><td colspan="4"><p>Answered within</p></td><td rowspan="2"><p>Abandoned in Queue</p></td></tr><tr><td><p>0 - 5 Mins</p></td><td><p>5.01 - 10 Mins</p></td><td><p>10.01 - 20 Mins</p></td><td><p>20+ Mins</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>30-Jan-19</p></td><td><p>23,354</p></td><td><p>10,109</p></td><td><p>10,400</p></td><td><p>1,681</p></td><td><p>4,656</p></td></tr><tr><td><p>29-Jan-19</p></td><td><p>19,290</p></td><td><p>9,615</p></td><td><p>9,986</p></td><td><p>1,119</p></td><td><p>4,041</p></td></tr><tr><td><p>31-Jan-19</p></td><td><p>27,841</p></td><td><p>13,178</p></td><td><p>6,309</p></td><td><p>738</p></td><td><p>4,241</p></td></tr><tr><td><p>29-Jan-20</p></td><td><p>27,407</p></td><td><p>7,504</p></td><td><p>1,986</p></td><td><p>1,119</p></td><td><p>2,714</p></td></tr><tr><td><p>30-Jan-20</p></td><td><p>25,365</p></td><td><p>3,164</p></td><td><p>8,497</p></td><td><p>1,873</p></td><td><p>4,363</p></td></tr><tr><td><p>31-Jan-20</p></td><td><p>13,395</p></td><td><p>10,252</p></td><td><p>11,302</p></td><td><p>3,923</p></td><td><p>7,305</p></td></tr><tr><td><p>29-Jan-21</p></td><td><p>8,619</p></td><td><p>3,440</p></td><td><p>5,799</p></td><td><p>8,671</p></td><td><p>5,904</p></td></tr><tr><td><p>30-Jan-21</p></td><td><p>1,032</p></td><td><p>1,941</p></td><td><p>2,637</p></td><td><p>4,568</p></td><td><p>2,154</p></td></tr><tr><td><p>31-Jan-21</p></td><td><p>724</p></td><td><p>665</p></td><td><p>820</p></td><td><p>3,591</p></td><td><p>1,608</p></td></tr></tbody></table><p> </p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
grouped question UIN
170614 more like this
170616 more like this
170617 more like this
question first answered
less than 2021-03-26T13:15:33.897Zmore like thismore than 2021-03-26T13:15:33.897Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4046
label Biography information for Bridget Phillipson more like this
1303329
registered interest false more like this
date less than 2021-03-17more like thismore than 2021-03-17
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, how many calls to HMRC's telephone advice lines for people completing a self assessment form were not answered by an HMRC call agent within 10 minutes on (a) 29 January 2019, (b) 30 January 2019, (c) 31 January 2019, (d) 29 January 2020, (e) 30 January 2020, (f) 31 January 2020, (g) 29 January 2021, (h) 30 January 2021 and (i) 31 January 2021. more like this
tabling member constituency Houghton and Sunderland South more like this
tabling member printed
Bridget Phillipson more like this
uin 170616 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-03-26more like thismore than 2021-03-26
answer text <p>The information requested is provided in the table below.</p><p> </p><table><tbody><tr><td rowspan="2"><p>Date</p></td><td colspan="4"><p>Answered within</p></td><td rowspan="2"><p>Abandoned in Queue</p></td></tr><tr><td><p>0 - 5 Mins</p></td><td><p>5.01 - 10 Mins</p></td><td><p>10.01 - 20 Mins</p></td><td><p>20+ Mins</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>30-Jan-19</p></td><td><p>23,354</p></td><td><p>10,109</p></td><td><p>10,400</p></td><td><p>1,681</p></td><td><p>4,656</p></td></tr><tr><td><p>29-Jan-19</p></td><td><p>19,290</p></td><td><p>9,615</p></td><td><p>9,986</p></td><td><p>1,119</p></td><td><p>4,041</p></td></tr><tr><td><p>31-Jan-19</p></td><td><p>27,841</p></td><td><p>13,178</p></td><td><p>6,309</p></td><td><p>738</p></td><td><p>4,241</p></td></tr><tr><td><p>29-Jan-20</p></td><td><p>27,407</p></td><td><p>7,504</p></td><td><p>1,986</p></td><td><p>1,119</p></td><td><p>2,714</p></td></tr><tr><td><p>30-Jan-20</p></td><td><p>25,365</p></td><td><p>3,164</p></td><td><p>8,497</p></td><td><p>1,873</p></td><td><p>4,363</p></td></tr><tr><td><p>31-Jan-20</p></td><td><p>13,395</p></td><td><p>10,252</p></td><td><p>11,302</p></td><td><p>3,923</p></td><td><p>7,305</p></td></tr><tr><td><p>29-Jan-21</p></td><td><p>8,619</p></td><td><p>3,440</p></td><td><p>5,799</p></td><td><p>8,671</p></td><td><p>5,904</p></td></tr><tr><td><p>30-Jan-21</p></td><td><p>1,032</p></td><td><p>1,941</p></td><td><p>2,637</p></td><td><p>4,568</p></td><td><p>2,154</p></td></tr><tr><td><p>31-Jan-21</p></td><td><p>724</p></td><td><p>665</p></td><td><p>820</p></td><td><p>3,591</p></td><td><p>1,608</p></td></tr></tbody></table><p> </p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
grouped question UIN
170614 more like this
170615 more like this
170617 more like this
question first answered
less than 2021-03-26T13:15:33.943Zmore like thismore than 2021-03-26T13:15:33.943Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4046
label Biography information for Bridget Phillipson more like this
1303330
registered interest false more like this
date less than 2021-03-17more like thismore than 2021-03-17
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, how many calls to HMRC's telephone advice lines for people completing a self assessment form were not answered by an HMRC call agent within 20 minutes on (a) 29 January 2019, (b) 30 January 2019, (c) 31 January 2019, (d) 29 January 2020, (e) 30 January 2020, (f) 31 January 2020, (g) 29 January 2021, (h) 30 January 2021 and (i) 31 January 2021. more like this
tabling member constituency Houghton and Sunderland South more like this
tabling member printed
Bridget Phillipson more like this
uin 170617 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-03-26more like thismore than 2021-03-26
answer text <p>The information requested is provided in the table below.</p><p> </p><table><tbody><tr><td rowspan="2"><p>Date</p></td><td colspan="4"><p>Answered within</p></td><td rowspan="2"><p>Abandoned in Queue</p></td></tr><tr><td><p>0 - 5 Mins</p></td><td><p>5.01 - 10 Mins</p></td><td><p>10.01 - 20 Mins</p></td><td><p>20+ Mins</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p>30-Jan-19</p></td><td><p>23,354</p></td><td><p>10,109</p></td><td><p>10,400</p></td><td><p>1,681</p></td><td><p>4,656</p></td></tr><tr><td><p>29-Jan-19</p></td><td><p>19,290</p></td><td><p>9,615</p></td><td><p>9,986</p></td><td><p>1,119</p></td><td><p>4,041</p></td></tr><tr><td><p>31-Jan-19</p></td><td><p>27,841</p></td><td><p>13,178</p></td><td><p>6,309</p></td><td><p>738</p></td><td><p>4,241</p></td></tr><tr><td><p>29-Jan-20</p></td><td><p>27,407</p></td><td><p>7,504</p></td><td><p>1,986</p></td><td><p>1,119</p></td><td><p>2,714</p></td></tr><tr><td><p>30-Jan-20</p></td><td><p>25,365</p></td><td><p>3,164</p></td><td><p>8,497</p></td><td><p>1,873</p></td><td><p>4,363</p></td></tr><tr><td><p>31-Jan-20</p></td><td><p>13,395</p></td><td><p>10,252</p></td><td><p>11,302</p></td><td><p>3,923</p></td><td><p>7,305</p></td></tr><tr><td><p>29-Jan-21</p></td><td><p>8,619</p></td><td><p>3,440</p></td><td><p>5,799</p></td><td><p>8,671</p></td><td><p>5,904</p></td></tr><tr><td><p>30-Jan-21</p></td><td><p>1,032</p></td><td><p>1,941</p></td><td><p>2,637</p></td><td><p>4,568</p></td><td><p>2,154</p></td></tr><tr><td><p>31-Jan-21</p></td><td><p>724</p></td><td><p>665</p></td><td><p>820</p></td><td><p>3,591</p></td><td><p>1,608</p></td></tr></tbody></table><p> </p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
grouped question UIN
170614 more like this
170615 more like this
170616 more like this
question first answered
less than 2021-03-26T13:15:34.007Zmore like thismore than 2021-03-26T13:15:34.007Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4046
label Biography information for Bridget Phillipson more like this
1289538
registered interest false more like this
date less than 2021-02-24more like thismore than 2021-02-24
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, what recent assessment he has made of trends in the level of telephony waiting times customers experience when calling HMRC. more like this
tabling member constituency Inverness, Nairn, Badenoch and Strathspey more like this
tabling member printed
Drew Hendry more like this
uin 158114 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-03-01more like thismore than 2021-03-01
answer text <p>Like other service organisations, HMRC have been affected by the pandemic and are doing all they can to offer the best possible service to their customers, whether supporting them with their taxes or delivering the Government’s support schemes.</p><p> </p><p>Waiting times on some helplines are longer than HMRC would like, and they are sorry for the inconvenience this causes at busy times. HMRC’s digital services are available 24 hours a day, and customer satisfaction for those services is very high. HMRC encourage customers to go online where they can, and have increased webchat availability.</p><p> </p><p>HMRC publish monthly reports on how they have performed against their customer service targets, on GOV.UK: <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> more like this
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
question first answered
less than 2021-03-01T12:24:23.597Zmore like thismore than 2021-03-01T12:24:23.597Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4467
label Biography information for Drew Hendry more like this
1281211
registered interest false more like this
date less than 2021-01-27more like thismore than 2021-01-27
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
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. more like this
tabling member constituency Oxford East more like this
tabling member printed
Anneliese Dodds more like this
uin 144837 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-02-01more like thismore than 2021-02-01
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> more like this
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
question first answered
less than 2021-02-01T16:25:02.22Zmore like thismore than 2021-02-01T16:25:02.22Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4657
label Biography information for Anneliese Dodds more like this
1271224
registered interest false more like this
date less than 2020-12-15more like thismore than 2020-12-15
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, how many calls to the telephone lines operated for taxation advice by HMRC were abandoned by the caller before reaching an advisor, in each quarter of the last five years. more like this
tabling member constituency Houghton and Sunderland South more like this
tabling member printed
Bridget Phillipson more like this
uin 130043 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2020-12-21more like thismore than 2020-12-21
answer text <p>It is not possible to provide comparable data for 2015-16 because HMRC changed their telecoms provider part way through the year. The data for the other years is below.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p>130043</p></td><td colspan="2"><p>130044</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p>Taxes Helplines (number of calls abandoned by customers)</p></td><td><p>Taxes Helplines (percentage of all calls made that were abandoned by customers)</p></td><td><p>Average wait time by customer before abandoning</p></td></tr><tr><td><p>2016-17</p></td><td><p>Q1</p></td><td><p>Jun-16</p></td><td><p>283,568</p></td><td><p>6.75%</p></td><td><p>425 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-16</p></td><td><p>138,762</p></td><td><p>4.10%</p></td><td><p>387 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-16</p></td><td><p>96,601</p></td><td><p>2.80%</p></td><td><p>381 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-17</p></td><td><p>166,170</p></td><td><p>3.68%</p></td><td><p>398 sec</p></td></tr><tr><td><p>2017-18</p></td><td><p>Q1</p></td><td><p>Jun-17</p></td><td><p>336,547</p></td><td><p>8.27%</p></td><td><p>337 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-17</p></td><td><p>338,128</p></td><td><p>9.30%</p></td><td><p>312 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-17</p></td><td><p>261,231</p></td><td><p>7.98%</p></td><td><p>317 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-18</p></td><td><p>355,659</p></td><td><p>8.08%</p></td><td><p>317 sec</p></td></tr><tr><td><p>2018-19</p></td><td><p>Q1</p></td><td><p>Jun-18</p></td><td><p>394,781</p></td><td><p>10.06%</p></td><td><p>380 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-18</p></td><td><p>296,443</p></td><td><p>8.58%</p></td><td><p>322 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-18</p></td><td><p>295,416</p></td><td><p>9.41%</p></td><td><p>329 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-19</p></td><td><p>386,537</p></td><td><p>9.39%</p></td><td><p>343 sec</p></td></tr><tr><td><p>2019-20</p></td><td><p>Q1</p></td><td><p>Jun-19</p></td><td><p>532,869</p></td><td><p>14.23%</p></td><td><p>768 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-19</p></td><td><p>342,882</p></td><td><p>10.06%</p></td><td><p>350 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-19</p></td><td><p>256,363</p></td><td><p>8.36%</p></td><td><p>312 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-20</p></td><td><p>450,578</p></td><td><p>11.61%</p></td><td><p>449 sec</p></td></tr><tr><td><p>2020-21</p></td><td><p>Q1</p></td><td><p>Jun-20</p></td><td><p>465,585</p></td><td><p>22.47%</p></td><td><p>764 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-20</p></td><td><p>398,630</p></td><td><p>15.58%</p></td><td><p>568 sec</p></td></tr></tbody></table><p> </p><p><strong>HMRC publish their monthly and quarterly performance data: <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> and <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>.</strong></p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
grouped question UIN 130044 more like this
question first answered
less than 2020-12-21T14:42:57.813Zmore like thismore than 2020-12-21T14:42:57.813Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4046
label Biography information for Bridget Phillipson more like this
1271225
registered interest false more like this
date less than 2020-12-15more like thismore than 2020-12-15
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, what proportion of calls to the HMRC taxation advice line were terminated by the caller before reaching an adviser in each quarter of the last five years; and what the average wait in seconds was before the call was terminated in each quarter of the last five years. more like this
tabling member constituency Houghton and Sunderland South more like this
tabling member printed
Bridget Phillipson more like this
uin 130044 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2020-12-21more like thismore than 2020-12-21
answer text <p>It is not possible to provide comparable data for 2015-16 because HMRC changed their telecoms provider part way through the year. The data for the other years is below.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p>130043</p></td><td colspan="2"><p>130044</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p>Taxes Helplines (number of calls abandoned by customers)</p></td><td><p>Taxes Helplines (percentage of all calls made that were abandoned by customers)</p></td><td><p>Average wait time by customer before abandoning</p></td></tr><tr><td><p>2016-17</p></td><td><p>Q1</p></td><td><p>Jun-16</p></td><td><p>283,568</p></td><td><p>6.75%</p></td><td><p>425 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-16</p></td><td><p>138,762</p></td><td><p>4.10%</p></td><td><p>387 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-16</p></td><td><p>96,601</p></td><td><p>2.80%</p></td><td><p>381 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-17</p></td><td><p>166,170</p></td><td><p>3.68%</p></td><td><p>398 sec</p></td></tr><tr><td><p>2017-18</p></td><td><p>Q1</p></td><td><p>Jun-17</p></td><td><p>336,547</p></td><td><p>8.27%</p></td><td><p>337 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-17</p></td><td><p>338,128</p></td><td><p>9.30%</p></td><td><p>312 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-17</p></td><td><p>261,231</p></td><td><p>7.98%</p></td><td><p>317 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-18</p></td><td><p>355,659</p></td><td><p>8.08%</p></td><td><p>317 sec</p></td></tr><tr><td><p>2018-19</p></td><td><p>Q1</p></td><td><p>Jun-18</p></td><td><p>394,781</p></td><td><p>10.06%</p></td><td><p>380 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-18</p></td><td><p>296,443</p></td><td><p>8.58%</p></td><td><p>322 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-18</p></td><td><p>295,416</p></td><td><p>9.41%</p></td><td><p>329 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-19</p></td><td><p>386,537</p></td><td><p>9.39%</p></td><td><p>343 sec</p></td></tr><tr><td><p>2019-20</p></td><td><p>Q1</p></td><td><p>Jun-19</p></td><td><p>532,869</p></td><td><p>14.23%</p></td><td><p>768 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-19</p></td><td><p>342,882</p></td><td><p>10.06%</p></td><td><p>350 sec</p></td></tr><tr><td><p> </p></td><td><p>Q3</p></td><td><p>Dec-19</p></td><td><p>256,363</p></td><td><p>8.36%</p></td><td><p>312 sec</p></td></tr><tr><td><p> </p></td><td><p>Q4</p></td><td><p>Mar-20</p></td><td><p>450,578</p></td><td><p>11.61%</p></td><td><p>449 sec</p></td></tr><tr><td><p>2020-21</p></td><td><p>Q1</p></td><td><p>Jun-20</p></td><td><p>465,585</p></td><td><p>22.47%</p></td><td><p>764 sec</p></td></tr><tr><td><p> </p></td><td><p>Q2</p></td><td><p>Sep-20</p></td><td><p>398,630</p></td><td><p>15.58%</p></td><td><p>568 sec</p></td></tr></tbody></table><p> </p><p><strong>HMRC publish their monthly and quarterly performance data: <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> and <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>.</strong></p>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
grouped question UIN 130043 more like this
question first answered
less than 2020-12-21T14:42:57.893Zmore like thismore than 2020-12-21T14:42:57.893Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
4046
label Biography information for Bridget Phillipson more like this
1271384
registered interest false more like this
date less than 2020-12-15more like thismore than 2020-12-15
answering body
Treasury more like this
answering dept id 14 more like this
answering dept short name Treasury more like this
answering dept sort name Treasury remove filter
hansard heading Revenue and Customs: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Chancellor of the Exchequer, how many staff, by grade, operate the HMRC business support (a) email enquiry service and (b) telephone enquiry service via the 0300 200 3310 helpline; and what hours those services will be fully staffed and operational from 28 December 2020 to 4 January 2021 inclusive. more like this
tabling member constituency Islington South and Finsbury more like this
tabling member printed
Emily Thornberry more like this
uin 130002 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-01-11more like thismore than 2021-01-11
answer text <p>HMRC do not run a general enquiries email service.</p><p> </p><p>HMRC customer service advisers are predominantly at Administration Officer grade. In November 2020 there were 14,215.94 Full Time Equivalent staff in post; they were deployed across the helplines and webchat over the specified period in line with forecast demand.</p><p> </p><p>Opening times were as follows:</p><p> </p><table><tbody><tr><td><p> </p></td><td><p>Telephony</p></td><td><p>Webchat</p></td></tr><tr><td><p><strong>Mon 28 Dec</strong></p></td><td><p>Closed</p></td><td><p>Closed</p></td></tr><tr><td><p><strong>Tue 29 Dec</strong></p></td><td><p>08:00 to 18:00</p></td><td><p>08:00 to 20:00</p></td></tr><tr><td><p><strong>Wed 30 Dec</strong></p></td><td><p>08:00 to 18:00</p></td><td><p>08:00 to 20:00</p></td></tr><tr><td><p><strong>Thu 31 Dec</strong></p></td><td><p>09:00 to 16:00</p></td><td><p>09:00 to 16:00</p></td></tr><tr><td><p><strong>Fri 1 Jan</strong></p></td><td><p>Closed</p></td><td><p>Closed</p></td></tr><tr><td><p><strong>Sat 2 Jan</strong></p></td><td><p>Closed</p></td><td><p>Closed</p></td></tr><tr><td><p><strong>Sun 3 Jan</strong></p></td><td><p>Closed</p></td><td><p>Closed</p></td></tr><tr><td><p><strong>Mon 4 Jan</strong></p></td><td><p>08:00 to 18:00</p></td><td><p>08:00 to 20:00</p></td></tr></tbody></table>
answering member constituency Hereford and South Herefordshire more like this
answering member printed Jesse Norman more like this
question first answered
less than 2021-01-11T13:50:48.557Zmore like thismore than 2021-01-11T13:50:48.557Z
answering member
3991
label Biography information for Jesse Norman remove filter
tabling member
1536
label Biography information for Emily Thornberry more like this