HM Revenue and Customs (HMRC) has reported significant improvements in its helpline service performance in the 2025-26 financial year, addressing longstanding concerns about customer service.
According to recent government data, the department has managed to answer a greater proportion of calls from taxpayers while also reducing average waiting times.
These developments come amid increased scrutiny of HMRC’s customer service standards and follow new efforts to modernise its operations and encourage the use of digital services.
Increased Call Response Rate
In the first six months of the 2025-26 financial year, HMRC answered 83.8% of calls placed to its helplines. This figure represents a 12.3 percentage point improvement compared with the whole of the previous financial year, when only 71.5% of calls were answered.
While HMRC has not yet reached its stated target of 85% of calls answered, the data show a marked recovery in performance. The improvement follows a period in 2024-25 when almost three in ten calls went unanswered, which had prompted concern among individual taxpayers and professional agents. Lord Spencer Livermore, Financial Secretary to the Treasury, described the improved performance as “a key priority for HMRC”.
Reduced Waiting Times
HMRC has also reported reduced average waiting times on its helplines. In 2024-25, callers waited an average of 18 minutes and 38 seconds before receiving assistance. For the period from April to September 2025, the average wait fell to 13 minutes and 30 seconds, representing a reduction of more than five minutes.
These shorter waiting times are intended to improve the experience for customers, many of whom have previously expressed frustration with long delays. HMRC attributed the gains to operational changes, including efforts to shift common queries online.
Commitment to Digital Services
The department is pursuing a strategy to move a growing proportion of interactions onto digital platforms. Lord Livermore highlighted that, as more taxpayers make use of HMRC’s online services and app, advisors can dedicate more time to complex or urgent queries and to those unable to access digital resources.
He stated that “HMRC online services and the HMRC app are convenient to access and receive high customer satisfaction ratings.” HMRC’s digital self-serve channels are a key element of the modernisation plan, aiming to enhance efficiency and reduce bottlenecks on helplines.
Historical Context and Criticism
Over recent years, HMRC’s customer service levels have drawn sharp criticism. In its 2023-24 annual report, the department acknowledged difficulties, stating, “service levels have caused real difficulties for customers and agents.”
From 2021 until October 2024, HMRC failed to meet its call-answering baseline target of 85% each month, with shortfalls at times exceeding 30 percentage points.
However, in October 2024, HMRC met its baseline target for the first time in over three years. Auditors have also found that more than three-quarters of helpline calls were classified as “avoidable,” suggesting that expanded digital services could further ease demand on call centres.
Funding and Future Targets
Earlier in 2025, HMRC received £500 million in additional funding through the UK government’s Spending Review. The new funding supports the goal of ensuring that at least 90% of customer interactions will take place through digital self-service by 2029-30.
As of summer 2025, HMRC reported that 70% of such interactions were handled digitally. The department is expected to continue its efforts to improve service quality and accessibility, with support from investment in both technology and staffing.
Final Summary
HMRC’s improvements in helpline performance, with a greater proportion of calls answered and reduced waiting times, signal progress after a period of much-criticised service levels.
The department’s increased emphasis on digital channels and recent government funding are intended to further modernise its services and free up advisors for more complex inquiries.
With ongoing targets for digital uptake and a commitment to customer service, HMRC’s performance improvements will remain under observation by taxpayers and policymakers alike. For more on navigating HMRC’s digital tools, information is available through the Pie app.
