Recommendation 29

For 2021–22, HMRC has replaced most of its response time measures with metrics of whether it is easy for customers to access and deal with HMRC.52 Rather than call handling times, it now publicly reports the percentage of callers wishing to speak to an adviser who are able to get through. It continues to report publicly on its postal response times but has not set a target for the number it responds to in 15 days.53 Making Tax Digital