Revenue and Customs: Internet and Telephone Services
The question
To ask the Chancellor of the Exchequer, what assessment she has made with Cabinet colleagues of the adequacy of (a) online and (b) telephone services for voluntary National Insurance contributions.
Answered by James Murray
To support customers, an enhanced online State Pension forecast service was launched on 29 April 2024. New functionality enables the majority of working age customers to view their payable gaps and make payments online. This service has successfully allowed a large number of people to self-serve, with a satisfaction rate of over 80%.
The National Insurance helpline remains in place for customers who are unable to use the online service or who need additional assistance. In October 2024, performance on this helpline was in line with service standards.
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