HMRC has published a provisional update on its phone performance ahead of the publication of its annual report and accounts later this year.
In March 2025, the department handled 80.2% of telephone calls which would make the performance for the year to 31 March 2025 71.5%. The average speed to answer a call was 14 minutes and 44 seconds, indicating performance across 2024-25 of 18 minutes and 38 seconds.
HMRC states: ‘This finish to 2024 to 2025 puts us in a strong position to meet our service standards in 2025 to 2026.’
