Revenue and Customs: Telephone Services
Commons · Question 89064 · Tabled 10 Nov 2025 · Treasury · Official record
Answered 19 Nov 2025
Question
Asked by Rupert Lowe
To ask the Chancellor of the Exchequer, pursuant to the Answer of 5 November 2025 to Question 86041 on Revenue and Customs: Telephone Services, how many and what proportion of calls to the HMRC self-assessment line dropped in each of the last five years.
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...