HMRC phone performance for March 2025 (provisional figures)
Published 3 June 2025
© Crown copyright 2025
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This publication is available at https://www.gov.uk/government/publications/phone-line-performance-for-march-2025/hmrc-phone-performance-for-march-2025-provisional-figures
Ahead of the publication of our monthly performance report for March 2025 alongside our Annual Report and Accounts later this year, this is a provisional update about our performance on our phone lines for the month.
Our provisional percentage of telephony adviser attempts handled in March 2025 was 80.2%, which would indicate performance across the whole of 2024 to 2025 of 71.5%.
Our provisional average speed of answer in March 2025 was 14 minutes and 44 seconds, indicating performance across the whole of 2024 to 2025 of 18 minutes and 38 seconds.
This finish to 2024 to 2025 puts us in a strong position to meet our service standards in 2025 to 2026.
This graph shows our in-month and year-to-date number of adviser attempts handled in 2024 to 2025 — the data used to create this graph is available in a table after this image.
Telephony adviser attempts handled (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec | Jan | Feb | Mar | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Monthly | 53.5 | 60.4 | 59.5 | 66.9 | 74.9 | 77.9 | 85.4 | 84.7 | 85.1 | 72.9 | 72.8 | 80.2 |
| Full Year 2024 to 2025 | 53.5 | 56.7 | 57.5 | 59.8 | 62.3 | 64.7 | 67.3 | 69.0 | 70.2 | 70.5 | 70.7 | 71.5 |