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 | |
|---|---|---|---|
| Customer Satisfaction |
78% | 79% | 80% |
|
Customer |
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.
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