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HMRC telephone service deteriorates further


Published: 07 Aug 2023 Update History

The latest figures for April to June 2023 show that callers waited even longer on HMRC helplines.

Poor HMRC service performance has again featured in many newspapers in the last week.  

The latest statistics for April to June 2023 show that the average time for a call to be answered has lengthened to 22 minutes, 70% of callers wait for more than 10 minutes and only 63% of calls are answered.  

The percentage of post answered within 15 working days has remained stable. HMRC has been allocated some additional temporary resource to clear old correspondence. However, the temporary resource is only available until September.  

The key performance indicators are as follows: 

  Apr to Jun 2023 Apr 2022 to Mar 2023 Target
 78%  79%  80%

cleared within 15
working days

 74%  73%  80%

Customer correspondence cleared within 40 working days

 Not published  89%   95%

Net easy score

 +58  +60  +70

Telephones: adviser attempts handled

 63%  71%  85%

Telephones: average speed of answer

 22 minutes  16 minutes  None

Telephones: callers waiting for more than 10 minutes 

 70%  63%  None

HMRC has also published a narrative report

ICAEW’s Tax Faculty continues to press HMRC on the impact that its poor service is having on taxpayers and agents. It will do so again at the Representative Bodies Steering Group on 9 August 2023. 

Read more: 


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