B

Baroness Anderson of Stoke-on-Trent (Lab)

Speaking in the House of Lords on 20 March 2025

Debate

Public Sector: Working From Home

Contribution

I thank the noble Lord for his question. He is right to raise it. In 2023-24 HMRC answered only 66.4% of phone calls when customers wanted to speak to an adviser. I can update the House that, according to the most recent figures we have, in quarter 3 of last year handling was 85%, so we are making significant advances. One of the things that has been most effective is that we are now giving the majority of people an answer on their first call and 80% of customer correspondence is now being issued within 15 days.

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