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Outcry as HMRC closes self-assessment helpline

Tax advisers and accountants have raised concerns over HMRC's decision to close the dedicated self-assessment helpline for three months over summer.

Having shut on 12 June 2023, the self-assessment helpline will remain closed until 4 September.

The move will free up 350 advisers to take "urgent calls" on other lines, HMRC said, and follows the VAT line closure, which the tax authority similarly to refocus staffing on more crucial services.

Senga Prior, chair of the Association of Taxation Technicians (ATT), said closing the self-assessment headline would be "an inconvenience to taxpayers" looking to deal with their tax returns over the summer.

Between June and August 2022, nearly 1.2 million people used the self-assessment helpline, with over 900,000 experiencing long wait times to talk to an adviser.

HMRC: closure will make more advisers available where they are most needed

However, according to HMRC, the helpline receives far fewer calls over the summer months compared to January to April in any given year. It also said that around two-thirds of self-assessment calls can be resolved by taxpayers themselves online.

Angela MacDonald, deputy CEO of HMRC, said:

"We continually review our services to see how they can best serve the public and we are taking steps to improve them.

"A seasonal self-assessment helpline will make more of our expert advisers available where they are most needed during the summer months.

"Our online services, including the HMRC app, are quick and easy to use and have been significantly improved. I urge customers to explore these fully before deciding to wait to speak to us on the phone."

Worries over backlogs

Tax experts have criticised HMRC over the temporary closure of the self-assessment helpline, saying it will flame the problem the tax authority has with with dealing with the backlog of communications from taxpayers. 

Prior, of the ATT, said:

"We're likely to see HMRC's post backlogs get even longer as people resort to letters because they can't get the help they need over the phone. HMRC is already struggling to deal with a lot of old post."

The Association of Chartered Certified Accountants (ACCA) called on HMRC to find alternative routes so taxpayers can still engage with the tax authorities if they have questions about their returns.

Glenn Collins, ACCA's head of technical and strategic engagement, wrote:

"The alternative solutions need to provide a better service than most currently experience. There is a concern that this move will just help HMRC keep up with the workload in revised benefit claims that are entering peak season, rather than address the significant backlogs that have built up."

HMRC pushes for online-focused services

During the closure, HMRC will direct taxpayers to its online services, offering digital assistance and a webchat function.

By temporarily closing the phone lines, HMRC will free up 350 advisers (full-time equivalent) to take urgent calls on other lines and answer customer correspondence, the tax authority said.

This will allow advisers to answer around 6,600 calls each day, 'ensuring more customers who really need to speak to an adviser can do so', it added.

In a press release on the Government website, HMRC said:

"HMRC will 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".

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