HMRC’s call handling rate has taken a turn for the worse, 37.9 % of calls were answered within its five minute target between July and September last year, compared with 42.4% during the same period in 2013.
The Sunday Mirror was told by insider that HMRC is in “meltdown” as it struggles to cope with a spike in phone calls and a huge backlog of unopened post; none of this will be a surprise to loyal readers.
However, to test response times the Sunday Mirror made 20 calls to HMRC's key helplines at various times throughout the day to see how long it took them to answer.
One call to its self assessment tax line took 54 minutes and 34 seconds to be answered. A second to the same helpline was cut off after five minutes and 51 seconds.
Another call to HMRC’s tax credit helpline was finally answered after 45 minutes and 40 seconds while the helpline handling self-employment income tax inquiries took 35 minutes and eight seconds.
As noted, none of this will come as a surprise to loyal readers.
Tax does have to be taxing.
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