Speeches by Caliskan.

“Because even though the money might not come directly from central Government, the burden is on local authorities.”

“Do you also recognise that the term “temporary accommodation” is in many ways misleading? Thousands and tens of thousands of people across this country are placed in what is called temporary accommodation—but for years on end. More recently, because of the housing challenges you spoke about, they are not even being pla…”

“ Yes, but we are not talking about people getting fed up because they have been on the phone for so long and cannot get through. What I want clarity on is whether the two pilots that Sir Jim has referred to—we are left with the impression that they are not being pursued as an idea—are different from the fact that …”

“ Sir Jim, building on what you have said, I recognise that parts of the service are completely paper-based. The papers refer to something like 22 million items of correspondence that were sent to HMRC, which is an extraordinary number given that we are in 2024. It is only slightly less than the number of phone cal…”

“ Finally, I absolutely recognise that there has to be a shift in the way customers interact with big organisations. When we have a year-on-year increase in the number of people needing to interact with HMRC, of course the organisation needs to find better digital ways of supporting them so that they are not just l…”

“ It sounds a bit like you are blaming the customer.”

“ The idea that people are hanging on for hours with HMRC just for the fun of it, when they could actually go to the digital services, is not quite accurate, is it? People are struggling with the digital services, which is why they are turning to the telephone. There will be some instances, of course, where people …”

“ May I go a bit further on that? It is about the technological pressure that might exist if there are too many people in the queue, which may be more likely at different times of year. I am getting the sense that that technological instruction, if you like, to your software has not changed—that it is still the cas…”

“ When I speak to constituents who tell me that they wait for hours to get through, they do not say, “It’s not ideal.” They say, “It’s appalling.” More frustratingly—I am sure you will recognise this, because you will have had feedback from those who are trying to access the services—they are given no war…”

“ Do you think being cut off after waiting 70 minutes is good or bad customer service?”

“ So it is a decision that HMRC has made. It is a customer service decision to cut off the phone calls, as opposed to your technology not being sufficient to be able to keep people on hold.”

“ Thank you, Chair. Sir Jim, I just want a bit of clarity. You referred to the two pilots. Is that different from the fact that after 70 minutes, people were cut off from the phone lines?”

“ I have a final question, going back to the maintenance of the buildings, which is a revenue cost for HMRC. Are you confident that you are getting value for money through those contract arrangements?”

“ Is a five-year rent review appropriate? Is that frequent enough?”

“ Is it a market rate or a subsidised rate?”

“ Sorry to interrupt, but I had something else in mind, which was perhaps an annual review of how you manage those estates so that you have confidence that you are charging the right amount compared with the market rate, whether it is a Government Department or not. Then of course there is the ongoin…”

“ I have two quick questions. First, does HMRC have an estate management strategy, and how does that align with the workforce strategy? You just alluded to it slightly. Secondly, when you sub-let properties to other Government Departments, what is the formula for that? Is it at a subsidised rate because it is a Gov…”

“The Budget that was presented to the House will turn the page on what has been a chaotic few years under the last Government. It is also an opportunity for my constituents to welcome a Budget that demonstrates a responsible Government who will take tight fiscal rules seriously. The truth is that economic growth comes w…”

“Will the right hon. Gentleman give way?”

“No. I can tell those Members that when additional money is spent on the state sector, it improves the life chances and opportunities of my constituents.”