In 2023, British taxpayers endured an astonishing 800-year collective wait to connect with an HM Revenue & Customs representative, according to recent research by the government’s spending watchdog.
The National Audit Office (NAO) disclosed that HMRC left 45% of calls unanswered, highlighting a concerning decline in its customer service standards.
For those persistent enough to hold on, the average wait time spiked to 23 minutes, a stark increase from the five-minute wait time recorded in 2019.
This accumulation of wait times amounted to a staggering 798 years spent on hold, far surpassing the previous year’s 365 years.
The NAO noted HMRC’s efforts to limit telephone services to manage its workload but criticized the cost-cutting measures for failing to provide adequate alternatives, especially online.
Despite the introduction of HMRC’s digital assistant, the NAO found that less than half of the inquiries could be effectively addressed.
Over the past four years, HMRC has reduced its frontline workforce by approximately 9%, a decision the NAO believes was made without sufficient consideration for the impact on digital services’ effectiveness.
Plans to close four helplines and reallocate staff were halted by Chancellor Jeremy Hunt, highlighting the ongoing debate over balancing cost-saving measures with maintaining service quality.
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