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1140592

registered interest
date	19/07/2019
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	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, what the (a) longest and (b) average response time was to answer an HMRC helpline; and how many complaints about telephone response times to those helplines have been made in the last six months for which figures are available.
tabling member constituency	Newport East
tabling member printed	Jessica Morden
uin	279394
answer	answer is ministerial correction date of answer 24/07/2019 answer text <p>HMRC measure their telephony performance through average speed to answer and the percentage of customers needing to wait over 10 minutes.</p><p>In 2018-19, for customers who needed to speak to an adviser after going through the automated telephone system, HMRC’s average speed of answer was narrowly outside the five minute target at 5:14 mins. 19.7% of customers waited longer than ten minutes to be connected to an adviser, which is outside HMRC’s 15% target.</p><p>HMRC do not record complaints data broken down to this level of detail so the information requested is not readily available and could be provided only at disproportionate cost.</p> answering member constituency Hereford and South Herefordshire answering member printed Jesse Norman question first answered 24/07/2019 07:14:23 answering member 3991 label Biography information for Jesse Norman
tabling member	1548 label Biography information for Jessica Morden

1087185

registered interest
date	12/03/2019
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	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, what assessment he has made of the effectiveness of the HMRC's helpline established to help advise people affected by the introduction of the loan charge.
tabling member constituency	Bermondsey and Old Southwark
tabling member printed	Neil Coyle
uin	231502
answer	answer is ministerial correction date of answer 15/03/2019 answer text <p>HM Revenue &amp; Customs (HMRC) has put in place a specific helpline for those who have used disguised remuneration (DR) schemes. Individuals and companies can use this helpline to discuss their avoidance scheme use, and options around reaching a settlement with HMRC. Call handlers are trained to support all customers, including those who might be vulnerable. They will suggest customers seek more specialised help in appropriate cases. HMRC increased resources on the helpline in September 2018 to handle the additional calls. The effectiveness of the helpline is kept under regular review by HMRC. Since November 2018, HMRC has answered around 13,000 calls with an average speed of answer of less than 60 seconds.</p><p> </p><p>DR schemes are contrived arrangements that pay loans in place of ordinary remuneration, with the sole purpose of avoiding income tax and National Insurance contributions.</p><p> </p><p>The charge on DR loans is expected to raise £3.2bn for the exchequer. The majority, 75%, is expected to come from employers rather than individuals.</p><p> </p><p>The best option for those individuals who are worried about the introduction of the charge on Disguised Remuneration loans is to come forward and speak to HMRC as soon as possible. They will work with all individuals to reach a manageable and sustainable payment plan wherever possible.</p><p> </p><p>HMRC has put special arrangements in place so that they are able to agree a payment plan of up to five years automatically for those with income below £50,000 and seven years for those with income below £30,000 where those scheme users are no longer engaging in tax avoidance. HMRC may be able to offer a longer payment plan for those that need more than five or seven years or with income over £50,000, where further information is provided.</p><p> </p> answering member constituency Central Devon answering member printed Mel Stride question first answered 15/03/2019 13:26:56 answering member 3935 label Biography information for Mel Stride
tabling member	4368 label Biography information for Neil Coyle

971526

registered interest
date	10/09/2018
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 the average cost per call is of opening HMRC contact centres (a) Monday to Friday and (b) on a (i) Saturday and (ii) Sunday.
tabling member constituency	Glasgow South West
tabling member printed	Chris Stephens
uin	172635
answer	answer is ministerial correction date of answer 18/09/2018 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> answering member constituency Central Devon answering member printed Mel Stride question first answered 18/09/2018 15:08:35 answering member 3935 label Biography information for Mel Stride
tabling member	4463 label Biography information for Chris Stephens

964282

registered interest
date	03/09/2018
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 helpline 0300 200 3300 were answered during July 2018.
tabling member constituency	Dulwich and West Norwood
tabling member printed	Helen Hayes
uin	169594
answer	answer is ministerial correction date of answer 11/09/2018 answer text <p>HMRC does not maintain information for a specifically dialled line. This is because calls can move in and out of the call queue dependant on the answer a customer gives to the questions asked within ITA (Intelligent Telephony Automation) and whether they are subsequently routed to another HMRC line according to the nature of their query.</p><p> </p><p>Across all lines of business, in the year up to July 2018 HMRC has dealt with 15.7 million call attempts, answering 85% of calls with an average speed of answer of 04mins 53secs.</p><p> </p> answering member constituency Central Devon answering member printed Mel Stride grouped question UIN 169595 question first answered 11/09/2018 10:16:51 answering member 3935 label Biography information for Mel Stride
tabling member	4510 label Biography information for Helen Hayes

964283

registered interest
date	03/09/2018
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 helpline 0300 200 3300 were abandoned or not answered during July 2018.
tabling member constituency	Dulwich and West Norwood
tabling member printed	Helen Hayes
uin	169595
answer	answer is ministerial correction date of answer 11/09/2018 answer text <p>HMRC does not maintain information for a specifically dialled line. This is because calls can move in and out of the call queue dependant on the answer a customer gives to the questions asked within ITA (Intelligent Telephony Automation) and whether they are subsequently routed to another HMRC line according to the nature of their query.</p><p> </p><p>Across all lines of business, in the year up to July 2018 HMRC has dealt with 15.7 million call attempts, answering 85% of calls with an average speed of answer of 04mins 53secs.</p><p> </p> answering member constituency Central Devon answering member printed Mel Stride grouped question UIN 169594 question first answered 11/09/2018 10:16:51 answering member 3935 label Biography information for Mel Stride
tabling member	4510 label Biography information for Helen Hayes

932073

registered interest
date	27/06/2018
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 assessment they have made of the compliance of the HMRC’s Voice ID system with the General Data Protection Regulation; and whether HMRC obtain sufficient consent before using voice recording to identify a person.
tabling member printed	Lord Scriven
uin	HL9046
answer	answer is ministerial correction date of answer 10/07/2018 answer text <p>HMRC carried out a Privacy Impact Assessment of its Voice ID system when it went live in January 2017. The system relied on the implied consent of the customer, which was compliant with the data protection legislation in effect at the time.</p><p> </p><p>Now that new data protection legislation has come into effect, HMRC has reviewed the Voice ID system and made some immediate changes to ensure customers are better informed about how their data is collected and used, how to provide or withhold consent and how to withdraw consent at a later stage.</p> answering member printed Lord Bates question first answered 10/07/2018 15:45:17 answering member 1091 label Biography information for Lord Bates
tabling member	4333 label Biography information for Lord Scriven

873793

registered interest
date	28/03/2018
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 Mr Chancellor of the Exchequer, what the average number of calls has been to the HMRC Childcare system hotline per day since that hotline was established; and what the average length of each call has been.
tabling member constituency	New Forest West
tabling member printed	Sir Desmond Swayne
uin	134907
answer	answer is ministerial correction date of answer 16/04/2018 answer text <p>The majority of parents use the childcare service without problems. Currently, on a typical day, fewer than 2% of parents see an error screen at some point.</p><p> </p><p>As of 29 March 2018 the helpline receives on average 3,020 calls per day and the average length of each call was 04:24.</p> answering member constituency South West Norfolk answering member printed Elizabeth Truss grouped question UIN 134908 question first answered 16/04/2018 13:11:27 answering member 4097 label Biography information for Elizabeth Truss
tabling member	55 label Biography information for Sir Desmond Swayne

864415

registered interest
date	15/03/2018
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 Mr Chancellor of the Exchequer, what estimate he has made of the average waiting time on HM Revenue and Custom's phone lines in each of the last 12 months.
tabling member constituency	Hemsworth
tabling member printed	Jon Trickett
uin	132898
answer	answer is ministerial correction date of answer 22/03/2018 answer text <p>HM Revenue and Customs publishes its average waiting time (Average Speed of Answer - ASA) performance data 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><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 Central Devon answering member printed Mel Stride question first answered 22/03/2018 15:47:14 answering member 3935 label Biography information for Mel Stride
tabling member	410 label Biography information for Jon Trickett

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

731514

registered interest
date	21/06/2017
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 the average call response time was to calls made to the Tax-Free Childcare helpline in (a) May and (b) June 2017.
tabling member constituency	Hampstead and Kilburn
tabling member printed	Tulip Siddiq
uin	225
answer	answer is ministerial correction date of answer 26/06/2017 answer text <p>As of 22 June 2017, the Tax-Free Childcare helpline has answered over 80,000 phone calls from parents and over 40,000 calls from childcare providers. The average call response time is 4 seconds.</p><p>As of 22 June 2017 almost 50,000 parents had successfully applied for Tax-Free Childcare and over 40,000 childcare providers had signed up.</p><p> </p><p>At Budget 2017, the Office for Budget Responsibility forecast that there would be 790,000 families using TFC by the end of 2017/18.</p> answering member constituency South West Norfolk answering member printed Elizabeth Truss grouped question UIN 222 223 224 228 question first answered 26/06/2017 15:23:36 answering member 4097 label Biography information for Elizabeth Truss
tabling member	4518 label Biography information for Tulip Siddiq