Source · Select Committees · Public Accounts Committee
Recommendation 10
10
HMRC secured additional funding for staff, achieving telephone customer service targets in 2024.
Conclusion
In May 2024, HMRC received £51 million additional funding, to cover approximately 1,500 staff for 2024–25, to bring its customer service to target levels for answering 85% of customers’ attempts to speak to an adviser on the telephone and for handling 80% of correspondence within 15 working days.19 It said it achieved its target for telephone performance in October 2024 and expects to sustain it for the remainder of 2024–25 and for 2025– 26.20 13 Customer service, paras 21, 2.1 14 Q 73 15 Customer service, para 1.24 16 Q 74 17 Q 81 18 Q 12 19 Report on 2023–24 Accounts, para 9 20 Q 48 9 2 Moving customers to digital services Developing effective digital services
Government Response
A response document is linked to this report, dated 6 May 2025. Response attribution to this conclusion has not been verified. Read the response document ↗