Corporate report
HMRC monthly performance update: March 2019
Updated 18 July 2019
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| In-month | Type | Apr-17 | May-17 | Jun-17 | Jul-17 | Aug-17 | Sep-17 | Oct-17 | Nov-17 | Dec-17 | Jan-18 | Feb-18 | Mar-18 | Apr-18 | May-18 | Jun-18 | Jul-18 | Aug-18 | Sep-18 | Oct-18 | Nov-18 | Dec-18 | Jan-19 | Feb-19 | Mar-19 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of customers using Personal Tax Account. m's (In-month) | Impact Indicator - Customer | 0.5 | 0.5 | 0.5 | 1.0 | 0.7 | 0.4 | 0.3 | 0.3 | 0.2 | 0.5 | 0.3 | 0.3 | 0.3 | 0.3 | 0.3 | 0.6 | 0.4 | 0.4 | 0.3 | 0.2 | 0.3 | 0.4 | 0.3 | 0.3 |
| % Overall Customer Satisfaction - Digital Services (In-month) | Impact Indicator - Customer | 79.6% | 78.1% | 80.7% | 83.1% | 81.6% | 77.6% | 76.3% | 78.6% | 79.6% | 81.2% | 78.9% | 76.8% | 78.4% | 78.9% | 79.6% | 82.1% | 80.3% | 80.7% | 79.8% | 80.6% | 81.5% | 81.5% | 80.5% | 80.5% |
| iForms received (In month) | Impact Indicator - Customer | 124,337 | 116,164 | 125,497 | 109,872 | 92,289 | 114,794 | 85,466 | 82,939 | 78,664 | 110,038 | 107,835 | 149,044 | 153,917 | 132,116 | 149,290 | 134,672 | 160,827 | 156,254 | 118,488 | 120,342 | 78,962 | 136,472 | 136,230 | 170,342 |
| % iForms Turnaround in 7 Days (In-month) | Impact Indicator - Customer | 89.5% | 92.2% | 93.1% | 93.3% | 90.0% | 95.7% | 97.1% | 98.1% | 96.6% | 96.9% | 97.5% | 96.4% | 97.4% | 97.0% | 94.6% | 95.0% | 91.0% | 84.2% | 96.9% | 97.0% | 95.3% | 91.9% | 94.5% | 96.3% |
| Average Speed of Answer (In-month) (mm:ss) | Impact Indicator - Customer | 04:01 | 04:23 | 04:15 | 04:42 | 04:45 | 05:35 | 04:35 | 04:19 | 03:57 | 04:20 | 03:47 | 04:34 | 05:09 | 04:52 | 04:42 | 04:47 | 04:42 | 05:41 | 05:04 | 05:20 | 05:35 | 05:37 | 06:27 | 05:21 |
| % of customer calls waiting more than 10 mins (In-month) | Impact Indicator - Customer | 13.6% | 15.8% | 13.1% | 15.2% | 14.7% | 20.9% | 13.7% | 13.6% | 11.4% | 14.0% | 12.3% | 14.5% | 17.1% | 18.5% | 15.2% | 14.3% | 16.2% | 24.0% | 19.1% | 20.5% | 23.6% | 24.0% | 29.0% | 18.3% |
| Number of calls received (In-month) | Impact Indicator - Customer | 3,895,443 | 4,452,132 | 4,291,149 | 4,602,663 | 3,882,943 | 4,252,604 | 3,773,833 | 3,431,129 | 2,697,301 | 4,762,727 | 3,118,048 | 3,585,733 | 3,855,064 | 4,017,428 | 3,660,001 | 4,118,127 | 3,537,209 | 3,482,466 | 3,402,255 | 3,142,544 | 2,445,290 | 4,540,016 | 3,294,215 | 3,197,378 |
| Post Receipts (In-month) | Impact Indicator - Customer | 1,249,271 | 1,488,903 | 2,049,539 | 2,155,672 | 1,462,596 | 1,594,082 | 1,415,705 | 1,428,562 | 1,185,527 | 1,265,896 | 1,318,702 | 1,565,996 | 1,400,072 | 1,656,098 | 2,005,703 | 2,024,839 | 1,614,472 | 1,342,463 | 1,466,977 | 1,820,389 | 1,290,320 | 1,245,184 | 1,450,625 | 1,712,071 |
| Post Receipts where customers require a response (In-month) | Impact Indicator - Customer | 1,030,111 | 1,127,117 | 1,302,584 | 1,129,119 | 1,052,391 | 1,146,709 | 1,021,966 | 1,066,818 | 899,511 | 985,175 | 995,909 | 1,163,872 | 1,066,502 | 1,191,366 | 1,231,722 | 1,079,346 | 1,195,200 | 1,015,222 | 1,031,480 | 1,239,595 | 1,057,359 | 990,049 | 1,163,278 | 1,343,008 |
| % of post received by HMRC that has been cleared within 15 working days of receipt (In-month) | Impact Indicator - Customer | 65.1% | 52.8% | 71.3% | 86.8% | 84.6% | 85.6% | 90.7% | 86.5% | 86.8% | 88.6% | 89.7% | 84.7% | 73.7% | 71.9% | 72.3% | 81.4% | 87.5% | 90.9% | 91.4% | 88.9% | 70.1% | 76.2% | 60.0% | 59.5% |
| % of post received by HMRC that has been cleared within 40 working days of receipt (In-month) [1] | Impact Indicator - Customer | 97.1% | 96.8% | 96.1% | 96.6% | 95.3% | 95.8% | 97.5% | 98.0% | 98.0% | 98.4% | 98.4% | 98.0% | 96.6% | 95.6% | 95.4% | 96.2% | 97.7% | 98.8% | 98.9% | 99.0% | 99.3% | 99.4% | 98.5% | 84.6% |
| No of days new tax credit and child benefit claims handled (UK) [1] | Impact Indicator - Customer | 12.8 | 13.7 | 12.7 | 12.3 | 13.8 | 16.0 | 13.9 | 14.7 | 15.0 | 15.5 | 13.4 | 12.4 | 12.6 | 12.3 | 11.4 | 11.3 | 11.0 | 12.7 | 12.5 | 12.6 | 13.2 | 13.0 | 11.3 | 11.1 |
| No of days new tax credit and child benefit claims handled (International) [1] | Impact Indicator - Customer | 54.2 | 46.8 | 50.5 | 50.9 | 48.9 | 56.4 | 62.9 | 66.8 | 67.3 | 73.6 | 73.1 | 72.9 | 72.4 | 57.3 | 59.9 | 56.4 | 55.2 | 56.3 | 54.2 | 58.5 | 61.3 | 81.0 | 72.4 | 56.4 |
| Tier 1 number of complaints received (In-month) | Overall Complaints T1 | 5,067 | 5,818 | 6,217 | 6,587 | 6,881 | 7,305 | 6,786 | 7,190 | 5,100 | 7,255 | 6,490 | 6,714 | 6,583 | 6,742 | 6,030 | 6,321 | 6,198 | 5,686 | 6,065 | 5,768 | 4,540 | 6,471 | 5,680 | 5,554 |
| Tier 1 % fully upheld (In-month) | Impact Indicator - Customer | 39.4% | 40.1% | 37.5% | 38.2% | 39.4% | 38.9% | 40.9% | 38.7% | 38.9% | 41.8% | 38.3% | 39.0% | 36.3% | 35.0% | 36.1% | 36.1% | 37.0% | 34.1% | 34.0% | 33.9% | 34.9% | 37.3% | 36.4% | 36.4% |
| Tier 1 % partially upheld (In-month) | Impact Indicator - Customer | 14.4% | 14.8% | 17.2% | 15.4% | 13.8% | 13.4% | 13.0% | 14.1% | 13.5% | 13.6% | 15.6% | 15.3% | 15.9% | 15.0% | 15.8% | 17.0% | 16.8% | 16.9% | 17.2% | 16.9% | 15.7% | 16.3% | 15.7% | 17.1% |
| Tier 1% not upheld (In-month) | Impact Indicator - Customer | 46.2% | 45.1% | 45.2% | 46.4% | 46.8% | 47.7% | 46.1% | 47.2% | 47.6% | 44.7% | 46.1% | 45.7% | 47.8% | 50.1% | 48.1% | 46.9% | 46.2% | 49.1% | 48.7% | 49.2% | 49.4% | 46.5% | 47.9% | 46.5% |
| Tier 2 number of complaints received (In-month) | Overall Complaints T2 | 381 | 445 | 426 | 425 | 409 | 414 | 482 | 461 | 325 | 416 | 416 | 406 | 420 | 437 | 514 | 477 | 429 | 374 | 474 | 506 | 338 | 413 | 419 | 408 |
| Tier 2 % fully upheld (In-month) | Impact Indicator - Customer | 23.4% | 19.3% | 22.2% | 19.6% | 17.6% | 22.1% | 15.4% | 17.8% | 16.1% | 21.9% | 16.3% | 16.5% | 17.0% | 17.5% | 18.3% | 21.3% | 22.1% | 20.8% | 20.3% | 17.7% | 18.4% | 20.6% | 17.9% | 17.7% |
| Tier 2 % partially upheld (In-month) | Impact Indicator - Customer | 29.0% | 21.1% | 22.8% | 23.1% | 26.2% | 18.7% | 20.0% | 21.8% | 18.8% | 17.8% | 26.8% | 22.3% | 21.3% | 21.3% | 17.6% | 17.0% | 20.3% | 23.4% | 22.0% | 21.9% | 25.4% | 20.4% | 25.6% | 25.6% |
| Tier 2% not upheld (In-month) | Impact Indicator - Customer | 47.6% | 59.6% | 55.1% | 57.2% | 56.2% | 59.2% | 64.6% | 60.5% | 65.0% | 60.3% | 56.9% | 61.3% | 61.7% | 61.2% | 64.1% | 61.8% | 57.6% | 55.8% | 57.7% | 60.3% | 56.1% | 59.0% | 56.5% | 56.8% |
| Year-to-date (YTD) | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Number of customers using Personal Tax Account. m's (Total-to-date) | Impact Indicator - Customer | 9.9 | 10.4 | 10.9 | 11.9 | 12.6 | 13.0 | 13.3 | 13.6 | 13.9 | 14.4 | 14.7 | 15.0 | 15.3 | 15.6 | 16.0 | 16.5 | 17.0 | 17.3 | 17.6 | 17.9 | 18.1 | 18.5 | 18.8 | 19.1 |
| % Overall Customer Satisfaction - Digital Services (YTD) | Impact Indicator - Customer | 79.6% | 78.8% | 79.5% | 80.8% | 80.9% | 80.5% | 80.0% | 79.9% | 79.8% | 80.1% | 80.0% | 79.8% | 78.4% | 78.6% | 78.9% | 79.9% | 79.9% | 80.0% | 80.0% | 80.1% | 80.2% | 80.4% | 80.4% | 80.4% |
| iForms received (YTD) | Impact Indicator - Customer | 124,337 | 240,501 | 365,998 | 475,870 | 568,159 | 682,953 | 768,419 | 851,358 | 930,022 | 1,040,060 | 1,147,895 | 1,296,939 | 153,917 | 286,033 | 435,323 | 569,995 | 730,822 | 887,076 | 1,005,564 | 1,125,906 | 1,204,868 | 1,341,340 | 1,477,570 | 1,647,912 |
| % iForms Turnaround in 7 Days (YTD) | Impact Indicator - Customer | 89.5% | 90.8% | 91.6% | 92.0% | 91.7% | 92.3% | 92.9% | 93.4% | 93.7% | 94.0% | 94.3% | 94.6% | 97.4% | 97.2% | 96.3% | 96.0% | 94.9% | 93.0% | 93.5% | 93.8% | 93.9% | 93.7% | 93.8% | 94.1% |
| Average Speed of Answer (YTD) (mm:ss) | Impact Indicator - Customer | 04:01 | 04:13 | 04:13 | 04:21 | 04:25 | 04:37 | 04:36 | 04:35 | 04:32 | 04:31 | 04:27 | 04:28 | 05:09 | 05:00 | 04:55 | 04:53 | 04:51 | 04:58 | 04:59 | 05:01 | 05:04 | 05:08 | 05:14 | 05:14 |
| % of customer calls waiting more than 10 mins (YTD) | Impact Indicator - Customer | 13.6% | 14.8% | 14.2% | 14.5% | 14.5% | 15.6% | 15.3% | 15.1% | 14.9% | 14.8% | 14.6% | 14.6% | 17.1% | 17.8% | 17.0% | 16.3% | 16.3% | 17.4% | 17.7% | 18.0% | 18.4% | 19.0% | 19.8% | 19.69% |
| Number of calls received (YTD) | Impact Indicator - Customer | 3,895,443 | 8,347,575 | 12,638,724 | 17,241,387 | 21,124,330 | 25,376,934 | 29,150,767 | 32,581,896 | 35,279,197 | 40,041,924 | 43,159,972 | 46,745,705 | 3,855,064 | 7,872,492 | 11,532,493 | 15,650,620 | 19,187,829 | 22,670,295 | 26,072,550 | 29,215,094 | 31,660,384 | 36,200,400 | 39,494,615 | 42,691,993 |
| Post Receipts (YTD) | Impact Indicator - Customer | 1,249,271 | 2,738,174 | 4,787,713 | 6,943,385 | 8,405,981 | 10,000,063 | 11,415,768 | 12,844,330 | 14,029,857 | 15,295,753 | 16,614,455 | 18,180,451 | 1,400,072 | 3,056,170 | 5,061,873 | 7,086,712 | 8,701,184 | 10,043,647 | 11,510,624 | 13,331,013 | 14,621,333 | 15,866,517 | 17,317,142 | 19,029,213 |
| Post Receipts where customers require a response (YTD) | Impact Indicator - Customer | 1,030,111 | 2,157,228 | 3,459,812 | 4,588,931 | 5,641,322 | 6,788,031 | 7,809,997 | 8,876,815 | 9,776,326 | 10,761,501 | 11,757,410 | 12,921,282 | 1,066,502 | 2,257,868 | 3,489,590 | 4,568,936 | 5,764,136 | 6,779,358 | 7,810,838 | 9,050,433 | 10,107,792 | 11,097,841 | 12,261,119 | 13,604,127 |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD) | Impact Indicator - Customer | 65.1% | 58.7% | 63.5% | 69.2% | 72.1% | 74.4% | 76.5% | 77.7% | 78.5% | 79.5% | 80.3% | 80.7% | 73.7% | 72.8% | 72.6% | 74.7% | 77.3% | 79.4% | 81.0% | 82.0% | 80.8% | 80.4% | 78.5% | 76.6% |
| % of post received by HMRC that has been cleared within 40 working days of receipt (YTD) [1] | Impact Indicator - Customer | 97.1% | 96.9% | 96.6% | 96.6% | 96.4% | 96.3% | 96.4% | 96.6% | 96.7% | 96.9% | 97.0% | 97.1% | 96.6% | 96.1% | 95.8% | 95.9% | 96.3% | 96.7% | 97.0% | 97.2% | 97.5% | 97.6% | 97.7% | 96.4% |
| No of days new tax credit and child benefit claims handled (UK) (YTD) [1] | Impact Indicator - Customer | 12.8 | 13.3 | 13.1 | 12.9 | 13.1 | 13.6 | 13.6 | 13.7 | 13.8 | 13.9 | 13.9 | 13.8 | 12.6 | 12.4 | 12.1 | 11.8 | 11.7 | 11.8 | 11.9 | 12.0 | 12.1 | 12.1 | 12.1 | 12.0 |
| No of days new tax credit and child benefit claims handled (International) (YTD) [1] | Impact Indicator - Customer | 54.2 | 51.5 | 50.9 | 50.7 | 50.6 | 50.7 | 51.2 | 52.0 | 52.8 | 53.7 | 54.7 | 55.6 | 72.4 | 64.8 | 63.1 | 61.4 | 60.1 | 59.4 | 58.6 | 58.6 | 58.8 | 61.2 | 62.1 | 61.5 |
| Tier 1 number of complaints received (YTD) | Overall Complaints T1 | 5,067 | 10,885 | 17,102 | 23,689 | 30,570 | 37,875 | 44,661 | 51,851 | 56,951 | 64,206 | 70,696 | 77,410 | 6,583 | 13,325 | 19,355 | 25,676 | 31,874 | 37,560 | 43,625 | 49,393 | 53,933 | 60,404 | 66,084 | 71,638 |
| Tier 1 % fully upheld (YTD) | Impact Indicator - Customer | 39.4% | 39.8% | 39.0% | 38.8% | 38.9% | 38.9% | 39.2% | 39.2% | 39.1% | 39.4% | 39.3% | 39.3% | 36.3% | 35.6% | 35.8% | 35.9% | 36.1% | 35.8% | 35.5% | 35.3% | 35.3% | 35.5% | 35.5% | 35.6% |
| Tier 1 % partially upheld (YTD) | Impact Indicator - Customer | 14.4% | 14.6% | 15.5% | 15.5% | 15.1% | 14.8% | 14.5% | 14.5% | 14.4% | 14.3% | 14.4% | 14.5% | 15.9% | 15.4% | 15.6% | 15.9% | 16.1% | 16.2% | 16.3% | 16.4% | 16.4% | 16.3% | 16.3% | 16.4% |
| Tier 1% not upheld (YTD) | Impact Indicator - Customer | 46.2% | 45.6% | 45.5% | 45.7% | 45.9% | 46.3% | 46.3% | 46.4% | 46.5% | 46.3% | 46.3% | 46.2% | 47.8% | 49.0% | 48.7% | 48.2% | 47.8% | 48.0% | 48.1% | 48.3% | 48.4% | 48.2% | 48.2% | 48.0% |
| Tier 2 number of complaints received (YTD) | Overall Complaints T2 | 381 | 826 | 1,252 | 1,677 | 2,086 | 2,500 | 2,982 | 3,443 | 3,768 | 4,184 | 4,600 | 5,006 | 420 | 857 | 1,371 | 1,848 | 2,277 | 2,651 | 3,125 | 3,631 | 3,969 | 4,382 | 4,801 | 5,209 |
| Tier 2 % fully upheld (YTD) | Impact Indicator - Customer | 23.4% | 20.9% | 21.4% | 21.0% | 20.3% | 20.6% | 19.9% | 19.6% | 19.3% | 19.5% | 19.3% | 19.1% | 17.0% | 17.2% | 17.6% | 18.8% | 19.4% | 19.6% | 19.7% | 19.4% | 19.4% | 19.5% | 19.4% | 19.2% |
| Tier 2 % partially upheld (YTD) | Impact Indicator - Customer | 29.0% | 24.3% | 23.7% | 23.6% | 24.1% | 23.2% | 22.8% | 22.6% | 22.3% | 21.8% | 22.2% | 22.2% | 21.3% | 21.3% | 20.0% | 19.0% | 19.3% | 19.9% | 20.2% | 20.5% | 20.9% | 20.9% | 21.2% | 21.6% |
| Tier 2% not upheld (YTD) | Impact Indicator - Customer | 47.6% | 54.8% | 54.9% | 55.5% | 55.6% | 56.2% | 57.4% | 57.8% | 58.4% | 58.6% | 58.5% | 58.7% | 61.7% | 61.4% | 62.4% | 62.2% | 61.2% | 60.5% | 60.0% | 60.1% | 59.7% | 59.7% | 59.4% | 59.2% |
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