Revenue and Customs: Telephone Services

Summary

To ask the Chancellor of the Exchequer, what information her Department holds on the average (a) waiting time for people calling and (b) time spent on hold to the HMRC self-assessment line in each of the last five years.

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Timeline

1. 28 October 2025

   Written question

   To ask the Chancellor of the Exchequer, what information her Department holds on the average (a) waiting time for people calling and (b) time spent on hold to the HMRC self-assessment line in each of the last five years.

   Source: Commons

2. 5 November 2025

   Answer

   The below table provides the average call answer time (minutes: seconds) for HMRC’s employers helpline in each of the last five years: YearTotal average over the year2020-2109:072021-2212:032022-2316:032023-2422:202024-2526:32 Overall, HMRC’s telephony pe...

   Source: Written answer

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• · Treasury · Answering body

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