Revenue and Customs: Telephone Services

Summary

To ask the Chancellor of the Exchequer, what the average call waiting time was for (a) the standard HMRC helpline and (b) the Public Department 1 specialist helpline in each of the last five years.

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Timeline

1. 29 May 2026

   Written question

   To ask the Chancellor of the Exchequer, what the average call waiting time was for (a) the standard HMRC helpline and (b) the Public Department 1 specialist helpline in each of the last five years.

   Source: Commons

2. 3 June 2026

   Answer

   HMRC measures call waiting times using the Average Speed of Answer (ASA). ASA is the average time spent waiting in the queue for an adviser. This is from the time that the customer finished listening to HMRC’s automated messages and completed their select...

   Source: Written answer

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• · Treasury · Answering body

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