HMRC to Partially Close Tax Helpline

The HM Revenue and Customs (HMRC) will shut down its self-assessment tax helpline from April 8 to September 30 annually, directing taxpayers to use chatbots and online services instead during this period.

Although priority cases will still receive helpline support for the remaining months, the logistics for offline assistance during office hours remain unspecified.

This decision follows a trial and comes amid long call wait times and service criticisms. Over 12 million individuals filing self-assessments may be impacted. HMRC aims to shift inquiries online, with the VAT helpline also reducing its availability and the PAYE helpline ceasing calls about refunds.

HMRC's deputy chief executive, Angela MacDonald, stated that online self-service will free up advisors for complex or vulnerable cases. However, skepticism about the transition's timing exists, with experts concerned about potential tax return errors due to reduced direct contact with HMRC.

The Treasury Select Committee has expressed that taxpayers should not be compelled to adapt without adequate guidance on HMRC's complex website.

And according to the Public Accounts Committee, HMRC's customer service has declined, with the majority of callers experiencing over 10-minute wait times, worsening annually since 2018-19. Taxpayers are increasingly frustrated with the compromised quality of support as more people become taxpayers with more intricate tax affairs.