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Welfare Tax Credits: Telephone Services

Question for HM Treasury

UIN 58, tabled on 27 May 2015

To ask Mr Chancellor of the Exchequer, what steps he is taking to ensure that the tax credit helpline is adequately staffed.

Answered on

5 June 2015

In addition to our core Tax Credit advisers, this year HM Revenue and Customs (HMRC) has recruited more than 2,000 staff to its customer service teams and plans to have the majority of them in place and operational by end of June 2015.

Alongside this, a further 1,500 extra staff from across HMRC are moving temporarily to support customer services in the run-up to the Tax Credits renewals deadline on 31 July. This movement of teams across HMRC in now a normal feature of how the department works: the tax year features distinct peaks in customer demand, with weekly calls varying from a few hundred thousand to well over a million, and so it would be highly inefficient to resource its teams to peak demand all year round.

This year, Tax Credits customers can also renew or report changes of circumstances online at: and HMRC is actively encouraging them to do so.

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