Yesterday I wrote:
Lin Homer has responded and, as per the BBC, told PAC:"In a remarkable piece of analysis of 34,000 tweets sent to @HMRCgovuk, carried out by Citizens Advice, it transpires that taxpayers are incurring an average phone bill of £4.66 phone bill and waiting of 47 minutes before getting to speak to anyone at HMRC."
"I don't think the overall trend is worsening.As a result of "once and done" calls, she said that some conversations were getting longer. She said HMRC was "aiming to get better".
We aren't answering enough calls within five minutes, but we are now doing more 'once and done' calls.
We have already apologised for what we see as a failure in our performance at the end of last year, and the first couple of months of this year."
The total number of calls answered by HMRC fell from 79% in 2013/14, to 72.5% in 2014/15, according to the NAO.
Just 39% of calls were being answered within five minutes.
Tax does have to be taxing.
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