Written question asked by Lord Quirk (Crossbench) on Tuesday, 17 November 2015, in the House of Lords. It was due for an answer on Tuesday, 1 December 2015. It was answered by Lord O'Neill of Gatley (Conservative) on Tuesday, 1 December 2015 on behalf of the Treasury.
Revenue and Customs: Telephone Services
- Question
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To ask Her Majesty’s Government, further to the Written Answers by Lord O’Neill of Gatley on 9 July (HL896, HL897) and 30 July (HL1654), why according to recent press reports HMRC are still failing to answer telephoned inquiries and complaints from the public within an acceptable time frame.
- Answer
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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.
Secondary information
- Type
- Written question
- Reference
- HL3651
- Session
- 2015-16
- Related items
- Grouped for answer
- Yes
- Subjects
- Standards Telephone services Revenue and Customs
- Link
- View this Written question on www.parliament.uk
Librarians' tools
- Timestamp
- 2023-02-15 13:01:07 +0000
- URI
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