Revenue and Customs: Telephone Services
The question
To ask the Chancellor of the Exchequer, what steps her Department is taking to help make the HM Revenue and Customs helpline more accessible to customers.
Answered by James Murray
HMRC publish monthly performance data, including information on their telephony service, which can be found here: https://www.gov.uk/government/collections/hmrc-monthly-performance-reports.
Improving day-to-day performance is one of the Government’s key priorities for HMRC.
A key part of this plan is expanding HMRC’s digital services. This will reduce pressure on phone lines, freeing up HMRC advisors to help those who are digitally excluded, have complex tax affairs, or find themselves in vulnerable circumstances.
As of 2024-25, there were more than 5.9 million users of the HMRC app, which allows people to manage their tax affairs quickly and easily.
HMRC’s Transformation Roadmap sets out further steps to improve the customer experience for taxpayers, agents, and businesses. The Transformation Roadmap can be found here: https://www.gov.uk/government/publications/hmrc-transformation-roadmap
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