HMRC reverses planned helpline changes
By Susan Cattell, Head of Tax Technical Policy
20 March 2024
We outline a major HMRC U-turn on planned permanent reductions in service on key helplines.
On 19 March HMRC announced major reductions in service on several key helplines, intended to start from 8 April, including:
- The closure of the self assessment (SA) helpline between April and September, with callers directed to online services.
- Restricted service on the SA helpline between October and March, when it would deal with priority queries only.
- Closure of the VAT helpline - other than on the five business days up to and including the monthly filing deadline, when it would be open for priority queries.
- PAYE Helpline to stop taking calls relating to refunds.
We commented that it was very disappointing that HMRC had announced further service reductions on key helplines, when taxpayers are clearly struggling to access the support they need from HMRC.
24 hours later, following widespread criticism, HMRC has announced that the changes will not be going ahead – for now. HMRC’s Chief Executive Jim Harra said that HMRC has listened to feedback and acknowledged that the pace of the change to digital services needs to match the public appetite for managing their tax affairs online.
The changes have been halted while HMRC engages with its stakeholders about how to ensure that all taxpayers’ needs are met as HMRC moves more people to online self-service in the longer term.
ICAS reaction
We are pleased that HMRC has responded quickly to the widespread concerns prompted by the proposed changes. We support a move towards digital services for those who can use them, but HMRC needs to do more work to ensure that its digital options work properly for taxpayers and agents, before helpline services are closed down or further reduced.
We will continue to engage with HMRC, raising issues with service levels and suggesting improvements to online services that would help agents, taxpayers, and HMRC, by reducing demand on helplines.
We also continue to urge the government to ensure that HMRC has adequate resources to run vital helplines, while it makes the necessary improvements to its digital services and works to help more taxpayers to become comfortable using the online options.
Let us know your views
We welcome suggestions from members for improvements HMRC could make to its digital services for taxpayers and agents, to assist in reducing demand on helplines. Email tax@icas.com with your suggestions.
