PARLIAMENTARY WRITTEN QUESTION
Revenue and Customs: Telephone Services (10 November 2015)
Question Asked
To ask Mr Chancellor of the Exchequer, what steps the Government plans to take in response to the Sixth Report of the Public Accounts Committee, HM Revenue and Customs performance in 2014-15, HC 393.
Asked by:
Mr Toby Perkins (Labour)
Asked by:
Mr Toby Perkins (Labour)
Answer
HM Revenue and Customs (HMRC) recognise that their customer service has not been good enough, and have taken major steps to improve. This includes recruiting 3,000 new staff into customer service roles, available outside normal office hours when many of their customers choose to call.
These steps have started to make a difference. This month, HMRC have answered more than 80% of calls, and average queue times are now around 10 minutes.
Answered by:
Mr David Gauke (Independent)
20 November 2015
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