Lord Quirk – 2015 Parliamentary Question to the HM Treasury

The below Parliamentary question was asked by Lord Quirk on 2015-11-17.

To ask Her Majesty’s Government, in the light of the press release by HMRC on 25 June, what initiatives HMRC have put in place to improve performance in respect of relieving public frustration at being able to make contact by telephone.

Lord O’Neill of Gatley

HM Revenue & Customs (HMRC) recognise that their customer service has not been good enough, and have taken major steps to improve, including recruiting 3,000 new staff into customer service roles, available outside normal office hours when many of their customers choose to call them. The process of recruiting and training the new staff is now complete. These improvements have started to make a difference. This month, HMRC have answered more than 80 per cent of calls, and average queue times are now around 10 minutes.

HMRC also recognise that some customers have been waiting too long for a response to their complaint. HMRC have recovery plans in place and their performance is improving week on week.