Revenue and Customs: Telephone Services
Commons · Question 86040 · Tabled 28 Oct 2025 · Treasury · Official record
Answered 5 Nov 2025
Question
Asked by Rupert Lowe
To ask the Chancellor of the Exchequer, what information her Department holds on (a) the average call answer time and (b) time spent on hold for people calling the HMRC employers general enquiries line in each of the last five years.
Answer
Answered by Dan Tomlinson, 5 Nov 2025
The below table provides the average call answer time (minutes: seconds) for HMRC’s employers helpline in each of the last five years: YearTotal average over the year2020-2109:072021-2212:032022-2316:032023-2422:202024-2526:32 Overall, HMRC’s telephony pe...