contact us

HMRC's customer service levels impacted by COVID-19

09 Feb 2021

Data published by HMRC has revealed that its customer service levels have been adversely affected by the coronavirus (COVID-19) pandemic.

HMRC stated that this is a unique financial year as the department continues to operate 'at the heart of the government's COVID-19 response'. According to HMRC, the pandemic has 'reinforced the need for a flexible, resilient and responsive tax and customs system'.

The data showed that HMRC's customer support phone lines have experienced a high volume of calls from taxpayers, with waiting times 'significantly longer' than usual. The average wait time amounted to 11:47 minutes between October and December 2020.

HMRC currently holds £65 billion of debt, which is £45 billion more than this time last year. The debt balance at the end of March is estimated to be between £54 billion and £70 billion.

The Revenue stated: 'In these unprecedented circumstances, HMRC is rightly prioritising support for customers in urgent need, taking a sympathetic approach to those struggling to pay their tax or file their returns.'


xero-bronze-and-cert-logos.png freeagent-logo.png qb-silver-logo.png sage-cert-logo.png coe-vouched-for.png richmond-b-a-2019.png bea-2020.png

Home | Contact us | Accessibility | Disclaimer | Help | Site map | © 2021 Bradbury Stell. All rights reserved.
Bradbury Stell, 2 Beverley Court, 26 Elmtree Road, Teddington, Middlesex TW11 8ST

We use cookies on this website, you can find more information about cookies here.