Government Agency Helplines: Response Times

15. If he will take steps with Cabinet colleagues to improve response times to calls made to the customer helplines of Government agencies.

We know the frustration that my hon. Friend’s constituents, and indeed all constituents, feel when they are kept waiting on helplines. Departmental helplines are not managed or run centrally, and therefore each Department is responsible for its own helplines and for response times and waiting times. However, I know His Majesty’s Revenue and Customs, for instance, has recognised that its customer services have not been good enough recently and is taking steps to improve them.

With two thirds of HMRC staff working from home, and with HMRC taking more than 20 minutes, on average, to answer the phone, HMRC has now shut down the busy self-assessment helpline over the summer. Will my hon. Friend take action, together with His Majesty’s Treasury, to address the presently appalling level of customer service at HMRC?

I am sure my colleagues in HMRC will have heard my hon. Friend’s comments.