Written Question·Treasury·UIN 102084
Revenue and Customs: Telephone Services
Tabled: 2 January 2026
Answered: 8 January 2026
Question
Euan Stainbank
Labour — Falkirk
To ask the Chancellor of the Exchequer, what steps HMRC is taking to improve the responsiveness and consistency of its telephone customer service.
Answer
Dan TomlinsonImproving day-to-day performance is a key priority for HMRC. HMRC are investing in new technology to improve their telephony services. Last year, they launched procurement for a new Contact Centre as a Service (CCaaS) platform which will significantly enh...
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