HMRC Self Assessment helpline to focus on priority queries ahead of submission deadline

HMRC’s Self Assessment helpline service is to focus on priority queries ahead of the upcoming 31st January deadline, the tax authority has announced.

Customers calling with queries that can be quickly and easily resolved online will be directed to HMRC’s online services from 11 December until the Self Assessment filing and payment deadline on 31 January.?? The department’s advisors will focus on support for complex queries that cannot be handled online, as well as for the minority of customers who require additional support or cannot engage digitally – HMRC’s Extra Support Team are specially trained to deal with vulnerable taxpayers.

Examples of queries that can be resolved much quicker online include updating personal information, chasing on the progress of a SA registration, ending SA registration, and checking a Unique Taxpayer Reference number. 

The vast majority of Self Assessment taxpayers use HMRC’s online services, with more than 97% of customers filing their returns online last year; overall customer satisfaction with these services is at more than 80%. 

Customers who need support to complete their return for the 2022 to 2023 tax year ahead of the deadline on 31 January 2024 can access the extensive online support available on GOV.UK. It explains how to access HMRC’s services and ask for help, without having to wait on the phone.?? 

Angela MacDonald, HMRC’s Deputy Chief Executive and Second Permanent Secretary, said:??? 

“This is a busy time for customers who want to get their taxes sorted. We want to help customers resolve any issues in the quickest and easiest way, which is often through our online services. 

“The vast majority of Self Assessment customers file their returns digitally, so we’re helping them make the next step to resolving simpler queries through our online services. 

“Our expert advisers will be there to help people with urgent and more complicated queries as well as helping the small number who are unable to access our online services.”

Services on the Agent Dedicated Line will replicate the Self Assessment offer, with agents also being directed to our digital services for suitable queries.?? 

HMRC is transitioning to a digital-first approach, meaning customers can get their queries answered 24/7, without having to wait on the phone or write a letter.?It is continuing to improve and expand its online services, increasing their capabilities and ease of use so they become the default option for customers. This includes the HMRC app, which is already used by more than a million people every month.