Last updated: 21 Aug 2023 11:00 Posted in:
The latest figures for April to June 2023 show that callers waited even longer on HMRC helplines than they did in the previous quarter.
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, this is only available until September.
HMRC’s latest stats show:
· Customer satisfaction for April to June 2023 was 78%; for April 2022 to March 2023 the figure was 79%; the target is 80%.
· Customer correspondence cleared within 15 working days – 74% and 73% (target 80%).
· Telephones: adviser attempts handled – 63% and 71% (target 85%).
· Telephones: average speed of answer – 22 minutes, 16 minutes (no target).
· Telephones: callers waiting for more than 10 minutes – 70% and 63% (no target).
In an effort to encourage taxpayers to use HMRC’s online digital resources, on 9 June HMRC announced the temporary closure of its Self Assessment Helpline for the period 12 June to 4 September 2023.
HMRC said: “Our customer service levels on phones and post haven’t been where we want them to be. We recognise the real difficulties this has caused some customers and agents.
“A range of factors, from the impact of higher inflation on our resources to an increase in customers with more complex tax affairs, are making it harder to meet our service standards using the same approaches that may have worked in the past
“We’re accelerating changes to how we deliver our services. This means reducing demand for our traditional contact channels and moving an ever-increasing number of our customers onto our digital services so that those who are able to, can manage their tax affairs quickly and easily online and get their tax right from the outset, without needing to contact us.”
READ THE HMRC REPORT