HMRC to Make Permanent Cuts to Helpline Services

HMRC has announced several permanent changes to its helpline services, aiming to encourage customers to utilize online services for Self Assessment, PAYE, and VAT queries.

Key Changes Announced by HMRC:

Seasonal Closure of Self Assessment Helpline: Between April and September each year, the Self Assessment helpline will be closed, directing customers to HMRC’s online services.
Limited VAT and PAYE Helpline Service: The VAT helpline will operate for five days monthly ahead of filing deadlines, and the PAYE helpline will no longer take calls about refunds. In both cases, HMRC encourages the use of online services.
Continuous Support for Vulnerable Customers: HMRC assures that advisers will remain available during office hours to assist those unable to use online services due to personal circumstances.

What This Means for You:

Increased Emphasis on Online Services: HMRC’s digital platforms, including the HMRC app, are becoming the primary channels for tax-related inquiries and transactions. It’s essential to familiarize yourself with these platforms if you haven’t already.
Planning Ahead for Helpline Accessibility: With the helpline’s seasonal availability, it’s crucial to plan your queries and ensure you’re aware of the alternative online resources available.
Support for Those in Need: HMRC commits to supporting customers who require additional help due to health or personal reasons. If you fall into this category and need assistance, our team is here to help navigate these changes.

Our Opinion

In recent months, and even years, HMRC’s service levels have faced criticism due to prolonged on-hold times and slow responses to written correspondence, with replies often taking longer than six months. This has caused frustration and inconvenience for many taxpayers and professionals alike.

As we navigate through these changes to HMRC’s helpline services, there’s a shared hope that the emphasis on digital solutions and the restructuring of customer support will lead to significant improvements in service efficiency and response times, offering a more streamlined and effective interaction with HMRC.

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