HMRC Customer Service
Tuesday, 4 November 2025
Contributions
Shaun Davies (Telford) (Lab)Labour
5. What steps she is taking to improve customer service by HMRC.
The Exchequer Secretary to the Treasury (Dan Tomlinson)Labour
HMRC is committed to improving day-to-day performance and the customer experience. Call waiting times in the first quarter of this year were half as long as in the same period last year, which is good news for customers. At the 2025 spending review, the Government allocated £500 million to make HMRC a digital-first organisation, and that transformation is well under way.
I welcome the Government’s £20 million investment in relocating and upgrading Telford’s HMRC office, with 1,000 members of staff working hard to deliver the best service possible. Will the Minister meet me and Telford and Wrekin council to discuss how the new HMRC campus can be at the forefront of improving the customer experience, including by harnessing the potential of AI and tech, as well as partnering with the start-up sector?
My hon. Friend is a very strong advocate for Telford, both for jobs in the private sector and for those in the public sector that we are able to support in his community. I am glad to hear that he, like me, is proud of HMRC’s Telford campus and wants to see it play a key role in improving customer experience through innovation, AI and digital technology. I will be very happy to meet my hon. Friend to discuss those issues.
Esther McVey (Tatton) (Con)Conservative
The Chancellor has justified her lack of a licence for renting out her house as an “inadvertent error”, but HMRC is never prepared to accept that people make inadvertent errors. Will this now change, or does the Chancellor expect to be treated differently from everyone else who makes an inadvertent error?
I am not sure that the matter that the right hon. Member just raised has much to do with HMRC.
Mr SpeakerSpeaker
I call the Chair of the Treasury Committee.
Dame Meg Hillier (Hackney South and Shoreditch) (Lab/Co-op)Labour (Co-op)
The Treasury Committee looks at HMRC’s customer service. We have recently seen people having their child benefit stopped, ostensibly on the basis of travel data. Could the Minister explain what he is doing to resolve this issue and what data HMRC based its information on?
I thank my hon. Friend for her service on the Treasury Committee; she is doing a sterling job as its Chair. This is a really important issue. Last year HMRC undertook a pilot to try to find a way to reduce fraud in the child benefit system. That measure is expected to save £350 million over the next five years, and we have already managed to prevent £17 million in wrongful payments, but my hon. Friend is right to say that a very small number of claimants had their child benefit incorrectly removed. I am really sorry that that happened. HMRC is writing to those who have been affected and ensuring that people who should get their child benefit payments do receive them.
Vikki Slade (Mid Dorset and North Poole) (LD)Liberal Democrat
My constituent Hollie from Wimborne applied for a self-assessment refund of just £300 in April. When she chased it in June, she was told it had gone to a specialist tax team, with no reason and no time frame given. She complained in August, but it is now November, and she has heard nothing. While she may be owed only £300, this is happening around the country. Can the Minister tell me whether he thinks seven months is a reasonable time within which to receive a basic refund, and what the Department is doing to speed things up?
I thank the hon. Member for raising her constituent’s issue, and I would be happy for her to write to the Department about it. Even though it is not appropriate for me to get involved in an individual taxpayer’s affairs, I hope the Department can improve on that service. We have improved the response rates for both people making phone calls and people getting in touch via the post, but of course there is always more we can do.
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Source: UK Parliament Hansard API. Debate ID: 5001033.