Toby Perkins – 2015 Parliamentary Question to the HM Treasury

The below Parliamentary question was asked by Toby Perkins on 2015-11-10.

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.

Mr David Gauke

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.