Taxation: Digital Technology
The question
To ask the Chancellor of the Exchequer, what steps HM Revenue and Customs is taking to ensure that people unable to use digital services can continue to manage tax affairs by telephone, post and face-to-face support.
Answered by Dan Tomlinson
Improving day-to-day performance is a key priority for HMRC.
HMRC is not able to provide the average time taken to respond to written correspondence from individual taxpayers in the last year as providing this information would exceed the cost threshold for responding to parliamentary questions.
HMRC aims to clear 80% of priority post within 15 working days, and 95% within 40 working days.
Regular performance updates on these service standards are published on GOV.UK - https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates
HMRC is committed to ensuring that all customers can access its services in a way that meets their needs.
While HMRC continues to improve and expand its digital services, customers who are unable to use digital channels can continue to contact HMRC by telephone and post. HMRC also provides additional support for customers who need extra help through its Extra Support Service, including face-to-face support.
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