FOI release

FOI - Customer service performance levels

Published 19 November 2025

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This publication is available at https://www.gov.uk/government/publications/vmd-foieir-requests-august-2025/foi-customer-service-performance-levels

ATI1106 Request

This is an information request relating to customer service performance levels.

Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:

  • The average call wait times for your customer service phone lines are each year.

  • The percentage of calls answered within your target time for each of those years.

  • The average response time for written correspondence (email, letter, or online submissions) in each of those years.

  • The percentage of correspondence responded to within the organisation’s target timeframe in each year.

  • The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.

  • If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.

Our reply

All information taken from general enquiry correspondence logged on our Correspondence Management System.

21/22 22/23 23/24 24/25
The average call wait times for your customer service phone lines are each year. N/A. We do not have a target waiting time for our customer service phone line and are unable to measure this.      
The percentage of calls answered within your target time for each of those years. N/A N/A N/A N/A
The average response time for written correspondence (email, letter, or online submissions) in each of those years. 2 days 2 days 2 days 1 day
The percentage of correspondence responded to within the organisation’s target timeframe in each year. 95% 94% 94% 91%
The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year. 0 0 1 2
If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year. 95% 94% 94% 91%
  Our target timeframe for response to general enquiries and call-back requests is 20 working days. This target was 15 working days in 21/22, 22/23, 23/24 and 24/25. We do not have a target completion rate against this timeframe. We do not have a target for any other kind of customer interaction.
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