HMRC’s poor service performance has featured in many newspapers in the last week.
The latest figures for April to June 2023 show that the average time for a call to be answered has lengthened to 22 minutes, 70% of callers wait for more than 10 minutes and only 63% of calls are answered.
The percentage of post answered within 15 working days has remained stable despite HMRC allocating some additional temporary resource to clear old correspondence. However, the temporary resource is only available until September.