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Revenue and Customs: Telephone Services

Answer

Improving day-to-day performance, including waiting time on helplines, is a key priority for HMRC. HMRC are taking steps to make sure more of their services are digital, so customers can self-serve online. HMRC online services and the HMRC app are convenient to access and receive high customer satisfaction ratings. As more people use HMRC online services, advisers are freed up to support those with more complex queries and those who are digitally excluded.

The policy on customers with gender recognition certificates being handled by PD1 was introduced in 2005.

Customer records are handled by PD1 for a number of reasons and HMRC does not hold data on the number of customer records managed by its Specialist Management Units (including PD1) solely on the basis of the customer holding a Gender Recognition Certificate.

The total number of Special Customer records managed by our Specialist Management Units (including PD1) is approx. 272,000 on all grounds.

HMRC does not offer preferential access to holders of a Gender Recognition Certificate to the PD1 telephone lines ahead of others with protected characteristics. All customers of PD1 are provided the same numbers to contact HMRC.

PD1 only offers telephony support on the gender reassignment aspects of the Equality Act 2010 groups. They do not provide telephony access routes for the broader range of customer needs represented under the Act. HMRC provides many other support channels for wider groups covered by the Equality Act.

Secondary information

Type

Written question

Reference

4602

Session

2026-27

Grouped for answer

Yes

Subjects

Revenue and Customs Telephone services Gender recognition certificates

Legislation

Equality Act 2010

Link

View this Written question on www.parliament.uk