MPs demand answers over HMRC call delays MPs on the Treasury Committee have expressed “serious concern” over HMRC’s ability to answer taxpayer calls, writing to chief executive Jim Harra to ask if the tax office’s working from home policy has caused a decline in its customer service helpline. Mr Harra has been asked for an explanation after 99,000 customers were shut out of helplines last month because of IT problems. Staff have been able to work from home for two days a week since summer 2021. In the period since, average call waiting times have risen from eight minutes and 45 seconds to 14 minutes and 36 seconds, according to HMRC’s own figures. Harriett Baldwin, who chairs the Treasury Committee, told Mr Harra: “Concerns have been expressed that HMRC’s working from home policy may have led to some of these issues,” adding that it is “of serious concern” that taxpayers are apparently unable to reach HMRC by telephone ahead of the online self-assessment deadline.