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1697671

registered interest
date	20/03/2024
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	2
legislature	25277 pref label House of Lords
question text	To ask His Majesty's Government what assessment they have made of the quality of customer services provided by His Majesty's Revenue and Customers to taxpayers; and whether they will undertake a review or ask an independent third party to do so.
tabling member printed	Lord Kempsell
uin	HL3463
answer	answer is ministerial correction date of answer 27/03/2024 answer text <p>The quality of HMRC's customer service is regularly assessed by various bodies, including the Treasury Select Committee, National Audit Office, independent Adjudicator's Office, and Public Accounts Committee. HMRC also has internal customer surveys and key performance metrics to monitor its customer service objectives as outlined in the HMRC Charter.</p><p>HMRC Performance is published on a monthly and quarterly basis on GOV.UK:</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 printed Baroness Vere of Norbiton question first answered 27/03/2024 15:30:08 answering member 4580 label Biography information for Baroness Vere of Norbiton
tabling member	4988 label Biography information for Lord Kempsell

1685251

registered interest
date	26/01/2024
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, if he will make an assessment of the adequacy of HMRC response times to enquiries from financial representatives.
tabling member constituency	Linlithgow and East Falkirk
tabling member printed	Martyn Day
uin	11637
answer	answer is ministerial correction date of answer 01/02/2024 answer text <p>Financial representatives such as tax agents are encouraged to use HMRC’s free online services wherever possible. Agents can save time by using online services specifically designed to help them manage their client’s tax affairs. Online information and tools are also available, this includes the agent dashboard where agents can check HMRC’s current <a href="https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fguidance%2Fcheck-hmrcs-current-performance-and-service-levels&amp;data=05%7C02%7Cstan.dsouza%40hmrc.gov.uk%7Cef6007ae1e3b460554d908dc20d4fe2d%7Cac52f73cfd1a4a9a8e7a4a248f3139e1%7C0%7C0%7C638421346376467893%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&amp;sdata=pUYsl3ZY3okgg%2FUsaKIwuCtIKXTncyOFAcTmI4rLfqw%3D&amp;reserved=0" target="_blank">processing times and service levels for post and online requests. </a></p><p>Agents are also directed to use HMRCs webchat for simple enquiries so we can free up our advisers time to help those agents with more complex queries.</p><p> </p><p>HMRC performance data is published on a monthly and quarterly basis and can be found on the GOV.UK Website here:</p><p> </p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank"><em>https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</em></a></p><p><em> </em></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates%20https:/www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank"><em>https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</em></a></p><p><strong> </strong></p><p> </p> answering member constituency Mid Worcestershire answering member printed Nigel Huddleston question first answered 01/02/2024 15:51:12 answering member 4407 label Biography information for Nigel Huddleston
tabling member	4488 label Biography information for Martyn Day

1682806

registered interest
date	17/01/2024
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	2
legislature	25277 pref label House of Lords
question text	To ask His Majesty's Government what is the average length of time taken by HMRC to process tax payments.
tabling member printed	Baroness Eaton
uin	HL1688
answer	answer is ministerial correction date of answer 23/01/2024 answer text <p>The average time taken to process tax payments is two working days. This is from the date the customer makes payment to the date it is shown on the customer’s HMRC record (plus postage time if the customer pays by cheque).</p> answering member printed Baroness Vere of Norbiton question first answered 23/01/2024 17:43:28 answering member 4580 label Biography information for Baroness Vere of Norbiton
tabling member	4184 label Biography information for Baroness Eaton

1653369

registered interest
date	17/07/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, What steps he is taking to reduce HMRC's response times to (a) individuals and (b) financial representatives.
tabling member constituency	East Londonderry
tabling member printed	Mr Gregory Campbell
uin	194337
answer	answer is ministerial correction date of answer 20/07/2023 answer text <p>HMRC aims to improve customer service for both individuals and financial representatives through quicker and easier online services. For individuals, HMRC continues to add new services into the HMRC app and online offering, for example adding Child Benefit in 2023. For financial representatives, HMRC have created a new performance dashboard for agents to track claims/requests and inform their clients.</p><p> </p><p>Supporting those customers who can do so to move online will allow HMRC to improve telephone and post responses for customers with the most complex queries or those who are unable to access digital services.</p><p> </p><p>HMRC responds to the significant majority of calls to their Agent Dedicated Line within 10 minutes.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 20/07/2023 07:16:10 answering member 4399 label Biography information for Victoria Atkins
tabling member	1409 label Biography information for Mr Gregory Campbell

1648224

registered interest
date	27/06/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, what steps HM Revenue and Customs is taking to reduce (a) the number of lost records, (b) other administrative errors and (c) IT problems.
tabling member constituency	Putney
tabling member printed	Fleur Anderson
uin	191426
answer	answer is ministerial correction date of answer 04/07/2023 answer text <p>HMRC have IT programmes underway which will increase security, resiliency as well as providing stability and increase performance which will address any IT issues.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 04/07/2023 11:13:34 answering member 4399 label Biography information for Victoria Atkins
tabling member	4788 label Biography information for Fleur Anderson

1647824

registered interest
date	26/06/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, with reference to paragraph 11 of the forty-ninth report of the Committee of Public Accounts entitled Managing tax compliance following the pandemic, published on 3 May 2023, HC 739, what assessment he has made of the impact of HMRC's deterrent work on levels of tax compliance.
tabling member constituency	Feltham and Heston
tabling member printed	Seema Malhotra
uin	191090
answer	answer is ministerial correction date of answer 03/07/2023 answer text <p>The Government is considering the Committee’s recommendations and will respond in a Treasury Minute in due course.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins grouped question UIN 191089 191092 191095 question first answered 03/07/2023 15:32:42 answering member 4399 label Biography information for Victoria Atkins
tabling member	4253 label Biography information for Seema Malhotra

1647826

registered interest
date	26/06/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, with reference to conclusion 5 of the forty-ninth report of the Committee of Public Accounts entitled Managing tax compliance following the pandemic, published on 3 May 2023, HC 739, what recent steps he has taken to estimate the level of errors that HMRC makes when measuring its compliance yield.
tabling member constituency	Feltham and Heston
tabling member printed	Seema Malhotra
uin	191092
answer	answer is ministerial correction date of answer 03/07/2023 answer text <p>The Government is considering the Committee’s recommendations and will respond in a Treasury Minute in due course.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins grouped question UIN 191089 191090 191095 question first answered 03/07/2023 15:32:42 answering member 4399 label Biography information for Victoria Atkins
tabling member	4253 label Biography information for Seema Malhotra

1647828

registered interest
date	26/06/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, with reference to conclusion 3 of the Forty-ninth report of the Committee of Public Accounts entitled Managing tax compliance following the pandemic, published on 3 May 2023, HC 739, if he will make it his policy to set a target for the compliance yield required to make up for any shortfall during the pandemic.
tabling member constituency	Feltham and Heston
tabling member printed	Seema Malhotra
uin	191094
answer	answer is ministerial correction date of answer 04/07/2023 answer text <p>The Government is considering the Committee’s recommendations and will respond in a Treasury Minute in due course.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 04/07/2023 14:43:03 answering member 4399 label Biography information for Victoria Atkins
tabling member	4253 label Biography information for Seema Malhotra

1645158

registered interest
date	15/06/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, what assessment he has made of the adequacy of HM Revenue and Customs' (a) customer service standard and (b) response times.
tabling member constituency	Richmond Park
tabling member printed	Sarah Olney
uin	189912
answer	answer is ministerial correction date of answer 22/06/2023 answer text <p>HMRC agrees its budget and targets with HMT on an annual basis. HMT Ministers meet regularly with senior officials from HMRC to monitor progress.</p><p> </p><p>HMRC is working hard to bring all their customer service levels to where they want them to be, by implementing changes that will reduce demand on their phone and post services and enable them to improve the experience for those customers who still need to use them.</p><p> </p><p> </p><p>HMRC performance is published on a monthly and quarterly basis at:</p><p> </p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank"><em>https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</em></a></p><p><em> </em></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank"><em>https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</em></a></p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 22/06/2023 09:21:05 answering member 4399 label Biography information for Victoria Atkins
tabling member	4591 label Biography information for Sarah Olney

1627308

registered interest
date	12/05/2023
answering body	Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Standards
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, what HMRC's target response times are for (a) public enquiries and (b) Member of Parliament enquiries; and if he will provide details of performance against those targets for each of the last six months.
tabling member constituency	Stirling
tabling member printed	Alyn Smith
uin	184849
answer	answer is ministerial correction date of answer 18/05/2023 answer text <p>HMRC publishes monthly and quarterly performance data on the GOV.UK website links below:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank"><em>https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</em></a></p><p><em><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></em></p><p> </p><p>HMRC aims to reply to 80 per cent of Ministerial correspondence within fifteen working days.</p><p> </p><p>The Cabinet Office asks all Government departments to reply to 80 per cent of Ministerial correspondence within 20-working days and publishes data on responses to correspondence from MPs and peers on an annual basis this can be found on the GOV.UK website here:</p><p><a href="https://www.gov.uk/government/collections/data-on-responses-to-correspondence-from-mps-and-peers" target="_blank"><em>https://www.gov.uk/government/collections/data-on-responses-to-correspondence-from-mps-and-peers</em></a></p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 18/05/2023 11:19:30 answering member 4399 label Biography information for Victoria Atkins
tabling member	4738 label Biography information for Alyn Smith