HMRC halts plans to cut back helpline services

Changes to HM Revenue and Customs’ (HMRC) helpline services are being halted in response to public feedback to its plans, and to trials during 2023.

Changes to helpline services aimed at encouraging people to go online first before contacting HMRC via phone or webchat were trialled over the last year and had been expected to be rolled out to become a permanent feature of the way HMRC supports customers from 8 April 2024. Measures proposed included closing the Self-Assessment helpline between April and September, the VAT helpline operating only for 5 days every month ahead of the deadline for filing returns, and the PAYE helpline no longer take calls from customers relating to refunds.

However, HMRC is now pausing its plans in response to the feedback while it engages with its stakeholders about how to ensure all taxpayers’ needs – including small businesses – are met as HMRC shifts more people to online self-service in the longer term.

HMRC Chief Executive Jim Harra said:

“Making best use of online services allows HMRC to help more taxpayers and get the most out of every pound of taxpayers’ money by boosting productivity.

“Our helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.

“However the pace of this change needs to match the public appetite for managing their tax affairs online.

“We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”

The changes to the Self Assessment, VAT and PAYE helplines announced by HMRC will all be halted while HMRC engages with stakeholders. Phone lines will now remain open between April and September.

HMRC will continue encouraging customers to self-serve where possible and access the information they need more quickly and easily by going online or to the HMRC app, which is available 24/7.

HMRC’s online guidance includes written guidance, recorded webinars, You Tube videos and a Digital Assistant. These can answer most customer queries, and if they do not, customers have access to HMRC advisers online, through webchat.