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1697420

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: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, whether his Department has made an equality impact assessment of the decision to close the HMRC helpline between April and September each year.
tabling member constituency	Hornsey and Wood Green
tabling member printed	Catherine West
uin	19655
answer	answer is ministerial correction date of answer 26/03/2024 answer text <p>HMRC conducted a full Equalities Impact Assessment regarding the planned closure of the Self Assessment helpline between 8 April and 30 September 2024. However, HMRC has halted this plan while it engages with stakeholders about how to ensure all taxpayers’ needs are met as the Department shifts more people to online self-service.</p> answering member constituency Mid Worcestershire answering member printed Nigel Huddleston question first answered 26/03/2024 15:07:51 answering member 4407 label Biography information for Nigel Huddleston
tabling member	4523 label Biography information for Catherine West

1697612

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: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, if he will introduce alternative arrangements for HMRC to answer calls during the self-assessment telephone helpline closure between 8 April and 30 September 2024.
tabling member constituency	Warrington North
tabling member printed	Charlotte Nichols
uin	19732
answer	answer is ministerial correction date of answer 26/03/2024 answer text <p>HMRC has halted its planned changes to the Self Assessment, VAT and PAYE telephone helplines between April and September 2024 while it engages with stakeholders about how to ensure all taxpayers’ needs are met as the Department shifts more people to online self-service.</p><p> </p><p>HMRC encourages customers to use its online services and the HMRC App where they can. These offer quicker and easier handling of most transactions and queries.</p><p> </p><p>However, for those who are vulnerable, digitally excluded, or have complex tax affairs, HMRC's helpline and webchat advisers will remain available to provide the necessary support.</p> answering member constituency Mid Worcestershire answering member printed Nigel Huddleston question first answered 26/03/2024 15:06:11 answering member 4407 label Biography information for Nigel Huddleston
tabling member	4799 label Biography information for Charlotte Nichols

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

1692428

registered interest
date	28/02/2024
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	1
legislature	25259 pref label House of Commons
question text	To ask the Chancellor of the Exchequer, what assessment he has made of the performance of HMRC in answering telephone enquiries.
tabling member constituency	Witham
tabling member printed	Priti Patel
uin	16107
answer	answer is ministerial correction date of answer 04/03/2024 answer text <p>HMRC takes the quality of customer service very seriously.</p><p>HMRC is making strong progress improving its customer services, with a focus on encouraging people to deal with them online where they can, by providing quicker, easier and always available digital services.</p><p>HMRC performance, including adviser attempts handled and average speed to answer calls, are published on a quarterly basis and can be accessed at: <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 Mid Worcestershire answering member printed Nigel Huddleston question first answered 04/03/2024 15:32:01 answering member 4407 label Biography information for Nigel Huddleston
tabling member	4066 label Biography information for Priti Patel

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

1675399

registered interest
date	05/12/2023
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 the longest waiting time was for people trying to contact HMRC by telephone on 5 December 2023.
tabling member constituency	Birmingham, Hall Green
tabling member printed	Tahir Ali
uin	5283
answer	answer is ministerial correction date of answer 11/12/2023 answer text <p>HMRC publishes its performance data on a monthly and quarterly basis as below:</p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank"><strong>https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</strong></a></p><p><strong> </strong></p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank"><strong>https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</strong></a></p><p> </p> answering member constituency Mid Worcestershire answering member printed Nigel Huddleston question first answered 11/12/2023 16:30:48 answering member 4407 label Biography information for Nigel Huddleston
tabling member	4747 label Biography information for Tahir Ali

1665695

registered interest
date	18/10/2023
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 recent assessment he has made of the adequacy of the average time taken for HMRC to answer phone calls; and if he will make a statement.
tabling member constituency	Ashford
tabling member printed	Damian Green
uin	203184
answer	answer is ministerial correction date of answer 25/10/2023 answer text <p>HMRC takes the quality of customer service very seriously.</p><p>HMRC is working to improve call answer rates, primarily through supporting customers who can use digital services to do so in the first instance. This will reduce call numbers and allow HMRC to focus their telephone support on those with more complex circumstances, or who are unable to engage digitally. Many customers already use HMRC digital services, with high customer satisfaction scores, consistently around 80%.</p><p>Furthermore, an increasing number of customers are using the HMRC mobile app – with more than 1 million new users and more than 56 million logins in 2022 to 2023. The app enables customers to perform tasks on their smartphones or tablets for which they previously needed to call us, such as, view their PAYE tax code and annual tax summary, manage details for tax credits and Child Benefit, file their Self Assessment return, pay their tax bill and use a tax calculator.</p><p>HMRC performance, including average speed to answer calls, is published on a quarterly basis at:</p><p><a href="https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates" target="_blank"><strong>https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</strong></a></p><p> </p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 25/10/2023 07:39:36 answering member 4399 label Biography information for Victoria Atkins
tabling member	76 label Biography information for Damian Green

1658609

registered interest
date	06/09/2023
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, if he will make an assessment of the potential impact of closing the self-assessment helpline for three months on taxpayers.
tabling member constituency	St Ives
tabling member printed	Derek Thomas
uin	198150
answer	answer is ministerial correction date of answer 11/09/2023 answer text <p>I refer my Honourable friend to the reply given to the Honourable Member for North Ayrshire and Arran reference UIN 196363.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 11/09/2023 13:49:37 answering member 4399 label Biography information for Victoria Atkins
tabling member	4532 label Biography information for Derek Thomas

1656543

registered interest
date	01/09/2023
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, whether his Department consulted relevant stakeholders on the closure of HMRC's self-assessment helpline between 12 June and 4 September 2023 prior to the announcement of that closure; and whether he has made an assessment of the potential impact of that closure on customers that are not able to access HMRC's digital support services during that period.
tabling member constituency	North Ayrshire and Arran
tabling member printed	Patricia Gibson
uin	196363
answer	answer is ministerial correction date of answer 06/09/2023 answer text <p>The summer quarter is the quietest for Self-Assessment (SA) queries. HMRC piloted the temporary and time-limited closure of the SA helpline so that c.350 advisers could be moved to other work, including clearing post items, which experience heavier demand at this time of year.</p><p>The SA helpline reopened on 4 September, five months prior to the SA filing deadline of 31 January.</p><p>Around two-thirds of all Self-Assessment calls can be resolved online by customers; piloting a seasonal Self-Assessment helpline is about positively encouraging people to use these services when they can.</p><p>The intention of the pilot was to evaluate the impact of freeing up HMRC advisors to help those with urgent or complex queries or who cannot access digital services, and to work on correspondence.</p><p>HMRC will evaluate the impact of the pilot and gather feedback from customers and external bodies as a part of the evaluation.</p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 06/09/2023 15:32:45 answering member 4399 label Biography information for Victoria Atkins
tabling member	4435 label Biography information for Patricia Gibson

1654195

registered interest
date	19/07/2023
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 steps HM Revenue and Customs takes to project the volume of calls to its call centres; what the average wait time was for callers to HM Revenue and Customs in June 2023; how any staff are scheduled to answer calls to the call centre during peak periods; and what the average number of calls in peak periods was in June 2023.
tabling member constituency	Slough
tabling member printed	Mr Tanmanjeet Singh Dhesi
uin	195085
answer	answer is ministerial correction date of answer 06/09/2023 answer text <p>HMRC performance data is published on a monthly and quarterly basis and can be found here:</p><p> </p><p><a href="https://www.gov.uk/government/collections/hmrc-monthly-performance-reports" target="_blank"><strong>https://www.gov.uk/government/collections/hmrc-monthly-performance-reports</strong></a></p><p><strong> </strong></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"><strong>https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates</strong></a></p> answering member constituency Louth and Horncastle answering member printed Victoria Atkins question first answered 06/09/2023 07:42:51 answering member 4399 label Biography information for Victoria Atkins
tabling member	4638 label Biography information for Mr Tanmanjeet Singh Dhesi