Revenue and Customs: Telephone Services
Commons · Question 89063 · Tabled 10 Nov 2025 · Treasury · Official record
Answered 19 Nov 2025
Question
Asked by Rupert Lowe
To ask the Chancellor of the Exchequer, if she will implement a review of HMRC helplines to (i) lower hold times and (ii) improve customer service.
Answer
Answered by Dan Tomlinson, 19 Nov 2025
Improving day-to-day performance is a key priority for HMRC.In 2024-25, HMRC handled 71.5% of adviser attempts across their helplines and had an average call answer time of 18 minutes 38 seconds. So far this year (April -September 2025), they have handled...