As per the announcement made by HMRC on Friday, June 9th, 2023, the self-assessment helpline (0300 200 3310) will be temporarily unavailable from June 12th to September 4th, 2023. This closure, which emphasises the resource challenges faced by HMRC, is likely to cause significant inconvenience for taxpayers.
The primary objective of this move is to reallocate around 350 advisors to handle urgent customer calls on other lines and to answer customer correspondence. By focusing on urgent calls, these advisors are expected to handle approximately 6,600 calls each day, thereby ensuring that customers who truly need to speak with an advisor can do so.
It’s worth noting that the majority of self-assessment (SA) customers rely on HMRC’s online services, with 97% of them filing their assessments online. During the helpline’s closure, taxpayers requiring extra support can reach out to HMRC’s extra support team via web chat or by contacting any other HMRC helpline, such as the income tax general queries line (0300 200 3300).
HMRC’s Deputy CEO and Second Permanent Secretary, Angela MacDonald, stated that this seasonal closure of the SA helpline would allow the organisation to deploy its expert advisors more efficiently during the summer months, thus improving its services. She also mentioned the significant enhancements made to HMRC’s online services, including the HMRC app, and urged customers to explore these digital options before deciding to wait to speak to an advisor over the phone.
The decision to close the helpline over the summer is also backed by the fact that the helpline receives significantly fewer calls during this period, with call volumes around 50% higher between January and April compared to June to August. Moreover, about two-thirds of all SA queries can be resolved by customers themselves online. HMRC intends to continue enhancing its online services to make them the preferred choice for most customers.
Taxpayers can verify online whether they need to complete a self-assessment tax return. Those who need to register for self-assessment should follow the online guidance provided by HMRC. If a tax return has been issued erroneously, the taxpayer or their agent needs to request its formal withdrawal. This action cannot currently be done online and can be carried out by using HMRC’s digital assistant and webchat, writing to HMRC, or waiting to phone in September.
The closure of the self-assessment helpline until September underscores the severity of HMRC’s resource issues. Nevertheless, restrictions on the agent-dedicated line were lifted from June 5th, allowing agents to have self-assessment queries answered on that line.
The HMRC self-assessment helpline is scheduled to re-open on September 4th, 2023, providing expert support in the 5 months leading up to the SA deadline on January 31st, 2024.
