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\u2019 needs are met as the Department shifts more people to online self-service.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4407", "label" : {"_value" : "Biography information for Nigel Huddleston"} } , "answeringMemberConstituency" : {"_value" : "Mid Worcestershire"} , "answeringMemberPrinted" : {"_value" : "Nigel Huddleston"} , "dateOfAnswer" : {"_value" : "2024-03-26", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-03-26T15:07:51.47Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2024-03-20", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4523", "label" : {"_value" : "Biography information for Catherine West"} } , "tablingMemberConstituency" : {"_value" : "Hornsey and Wood Green"} , "tablingMemberPrinted" : [{"_value" : "Catherine West"} ], "uin" : "19655"} , {"_about" : "http://data.parliament.uk/resources/1697612", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1697612/answer", "answerText" : {"_value" : "
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\u2019 needs are met as the Department shifts more people to online self-service.<\/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>
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>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4407", "label" : {"_value" : "Biography information for Nigel Huddleston"} } , "answeringMemberConstituency" : {"_value" : "Mid Worcestershire"} , "answeringMemberPrinted" : {"_value" : "Nigel Huddleston"} , "dateOfAnswer" : {"_value" : "2024-03-26", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2024-03-26T15:06:11.227Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2024-03-20", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4799", "label" : {"_value" : "Biography information for Charlotte Nichols"} } , "tablingMemberConstituency" : {"_value" : "Warrington North"} , "tablingMemberPrinted" : [{"_value" : "Charlotte Nichols"} ], "uin" : "19732"} , {"_about" : "http://data.parliament.uk/resources/1696344", "AnsweringBody" : [{"_value" : "Treasury"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1696344/answer", "answerText" : {"_value" : "
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>
This information can be found at the following link:<\/p>
https://www.gov.uk/government/collections/hmrc-monthly-performance-reports#reporting-year-2023-to-2024<\/a><\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4580", "label" : {"_value" : "Biography information for Baroness Vere of Norbiton"}
}
, "answeringMemberPrinted" : {"_value" : "Baroness Vere of Norbiton"}
, "dateOfAnswer" : {"_value" : "2024-03-21", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2024-03-21T12:34:09.2Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2024-03-14", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "2"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25277", "prefLabel" : {"_value" : "House of Lords"}
}
], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/2492", "label" : {"_value" : "Biography information for Lord Lipsey"}
}
, "tablingMemberPrinted" : [{"_value" : "Lord Lipsey"}
], "uin" : "HL3290"}
, {"_about" : "http://data.parliament.uk/resources/1692428", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1692428/answer", "answerText" : {"_value" : " HMRC takes the quality of customer service very seriously.<\/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> HMRC performance, including adviser attempts handled and average speed to answer calls, are published on a quarterly basis and can be accessed at: https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates<\/a><\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4407", "label" : {"_value" : "Biography information for Nigel Huddleston"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Worcestershire"}
, "answeringMemberPrinted" : {"_value" : "Nigel Huddleston"}
, "dateOfAnswer" : {"_value" : "2024-03-04", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2024-03-04T15:32:01.1Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2024-02-28", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask the Chancellor of the Exchequer, what assessment he has made of the performance of HMRC in answering telephone enquiries.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4066", "label" : {"_value" : "Biography information for Priti Patel"}
}
, "tablingMemberConstituency" : {"_value" : "Witham"}
, "tablingMemberPrinted" : [{"_value" : "Priti Patel"}
], "uin" : "16107"}
, {"_about" : "http://data.parliament.uk/resources/1683979", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1683979/answer", "answerText" : {"_value" : " 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> 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> Footnote:<\/strong><\/p> Information on the Extra Support can be found here:<\/p> Get help from HMRC if you need extra support: Help you can get - GOV.UK (www.gov.uk)<\/a><\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4580", "label" : {"_value" : "Biography information for Baroness Vere of Norbiton"}
}
, "answeringMemberPrinted" : {"_value" : "Baroness Vere of Norbiton"}
, "dateOfAnswer" : {"_value" : "2024-01-30", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2024-01-30T14:33:49.223Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2024-01-22", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "2"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25277", "prefLabel" : {"_value" : "House of Lords"}
}
], "questionText" : "To ask His Majesty's Government what plans they have to ensure customers are adequately supported given recent changes to HMRC\u2019s phone support for taxpayers.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4308", "label" : {"_value" : "Biography information for The Lord Bishop of St Albans"}
}
, "tablingMemberPrinted" : [{"_value" : "The Lord Bishop of St Albans"}
], "uin" : "HL1813"}
, {"_about" : "http://data.parliament.uk/resources/1675399", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1675399/answer", "answerText" : {"_value" : " HMRC publishes its performance data on a monthly and quarterly basis as below:<\/p> https://www.gov.uk/government/collections/hmrc-monthly-performance-reports<\/strong><\/a><\/p> <\/strong><\/p> https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates<\/strong><\/a><\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4407", "label" : {"_value" : "Biography information for Nigel Huddleston"}
}
, "answeringMemberConstituency" : {"_value" : "Mid Worcestershire"}
, "answeringMemberPrinted" : {"_value" : "Nigel Huddleston"}
, "dateOfAnswer" : {"_value" : "2023-12-11", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-12-11T16:30:48.95Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2023-12-05", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4747", "label" : {"_value" : "Biography information for Tahir Ali"}
}
, "tablingMemberConstituency" : {"_value" : "Birmingham, Hall Green"}
, "tablingMemberPrinted" : [{"_value" : "Tahir Ali"}
], "uin" : "5283"}
, {"_about" : "http://data.parliament.uk/resources/1665695", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1665695/answer", "answerText" : {"_value" : " HMRC takes the quality of customer service very seriously.<\/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> Furthermore, an increasing number of customers are using the HMRC mobile app \u2013 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> HMRC performance, including average speed to answer calls, is published on a quarterly basis at:<\/p> https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates<\/strong><\/a><\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4399", "label" : {"_value" : "Biography information for Victoria Atkins"}
}
, "answeringMemberConstituency" : {"_value" : "Louth and Horncastle"}
, "answeringMemberPrinted" : {"_value" : "Victoria Atkins"}
, "dateOfAnswer" : {"_value" : "2023-10-25", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-10-25T07:39:36.397Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2023-10-18", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/76", "label" : {"_value" : "Biography information for Damian Green"}
}
, "tablingMemberConstituency" : {"_value" : "Ashford"}
, "tablingMemberPrinted" : [{"_value" : "Damian Green"}
], "uin" : "203184"}
, {"_about" : "http://data.parliament.uk/resources/1658609", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1658609/answer", "answerText" : {"_value" : " I refer my Honourable friend to the reply given to the Honourable Member for North Ayrshire and Arran reference UIN 196363.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4399", "label" : {"_value" : "Biography information for Victoria Atkins"}
}
, "answeringMemberConstituency" : {"_value" : "Louth and Horncastle"}
, "answeringMemberPrinted" : {"_value" : "Victoria Atkins"}
, "dateOfAnswer" : {"_value" : "2023-09-11", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-09-11T13:49:37.92Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2023-09-06", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4532", "label" : {"_value" : "Biography information for Derek Thomas"}
}
, "tablingMemberConstituency" : {"_value" : "St Ives"}
, "tablingMemberPrinted" : [{"_value" : "Derek Thomas"}
], "uin" : "198150"}
, {"_about" : "http://data.parliament.uk/resources/1656543", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1656543/answer", "answerText" : {"_value" : " 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> The SA helpline reopened on 4 September, five months prior to the SA filing deadline of 31 January.<\/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> 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> HMRC will evaluate the impact of the pilot and gather feedback from customers and external bodies as a part of the evaluation.<\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/4399", "label" : {"_value" : "Biography information for Victoria Atkins"}
}
, "answeringMemberConstituency" : {"_value" : "Louth and Horncastle"}
, "answeringMemberPrinted" : {"_value" : "Victoria Atkins"}
, "dateOfAnswer" : {"_value" : "2023-09-06", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"}
, "questionFirstAnswered" : [{"_value" : "2023-09-06T15:32:45.06Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "Treasury"}
, "date" : {"_value" : "2023-09-01", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "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.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4435", "label" : {"_value" : "Biography information for Patricia Gibson"}
}
, "tablingMemberConstituency" : {"_value" : "North Ayrshire and Arran"}
, "tablingMemberPrinted" : [{"_value" : "Patricia Gibson"}
], "uin" : "196363"}
, {"_about" : "http://data.parliament.uk/resources/1654195", "AnsweringBody" : [{"_value" : "Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/1654195/answer", "answerText" : {"_value" : " HMRC performance data is published on a monthly and quarterly basis and can be found here:<\/p> <\/p> https://www.gov.uk/government/collections/hmrc-monthly-performance-reports<\/strong><\/a><\/p>