The HMRC self assessment tax helpline is set to close for three months from 12 June 2023.
All calls to the helpline on 0300 200 3310 will be redirected to digital services over the period to give HMRC time to deal with other more urgent phone enquiries. This step is intended to allow HMRC call centre resources to focus on other calls.
Self assessment tax enquirers will gain assistance from digital services until Monday 4 September 2023. This support includes online guidance, digital assistant and webchat. HMRC will deploy extra resources to cover these services.
Demand for the self assessment helpline is 50% lower during the summer, according to HMRC. The self assessment helpline receives around 5m calls each year, with 80% of people waiting to speak to an HMRC adviser, according to MHRC figures. In June – August 2022, over 900,000 callers waited to talk to a person. This year, that option is unavailable during the summer.
This is the first significant shutdown of its kind trialled by HMRC. The organisation claims that the initiative will free up 350 advisers to take urgent calls on other lines and answer taxpayer correspondence.
What does this mean for taxpayers?
HMRC claims that its online services, including the HMRC app, are quick and easy to use and have been significantly improved. It plans to continue to transform its online services, increasing their capabilities and ease of use so they become the default option for the vast majority of customers.
“There are two major problems with this initiative,” says Emily Bridges of re:accounts Chartered Accountants in Stevenage. “Firstly, taxpayers who cannot access digital platforms will be excluded from advisory support.
“Secondly, this is likely to cause an even bigger volume of calls from 4 September to the self assessment submission deadline of 31 January. The 900,000 or so people who want to speak with a person over the summer are likely to wait until the line reopens. HMRC already struggles to cope with the volume of phone queries during this period.
“This seems like a short-sighted decision. In reality, more resources are needed to cope with the increased volume of enquiries received by HMRC throughout the year.”
Expert help with tax return queries
At re:accounts, tax is our specialism. Our clients don’t need to worry about the scaled-down service from HMRC during the summer. Our expert team is here to help. Please let us know if you feel stuck or unsure. If we’re not working together, ask us about our tax services – including international tax. Avoid three months of tax uncertainty!
