HMRC to close online forums

We look at HMRC’s plans to close the Agent Online Forum and Customer Online Forum and where taxpayers and agents can look for alternative support.

In recent years, HMRC has operated Community Forums for both taxpayers and agents. The agent online forum is for tax agents represented by a professional body and the customer online forum is to support taxpayers with queries.

While these forums should enable taxpayers and agents to submit a query or view the responses of previously submitted queries, we’ve received feedback from our members about the quality of responses provided and the time for HMRC to respond. Along with the other professional bodies, we’ve shared feedback on the effectiveness of the online forums with HMRC in recent months.

Taking account of this feedback and HMRC’s data on the usage of the forums, it’s been decided that both the Agent Online Forum and the Customer Online Forum will close on 30 June 2025 and will stop accepting new registrations and new queries from early June 2025.

Alternative sources of guidance for agents

HMRC’s webchat offers an agent only channel which can offer a faster alternative to telephoning HMRC. 

There’s also guidance on the Tax agents’ handbook and Agent update that is specifically targeted at tax agents.   

Information on current service levels for post and online requests can be found on the service dashboard and HMRC is also on ‘X’ (formerly Twitter) @HMRCCustomers 

In addition to ICAS on-demand webinars, HMRC has Agent Talking Points Webinars on a range of subjects with opportunities for participants to submit questions.

Alternative sources of guidance for taxpayers

Taxpayers with queries about their own affairs are encouraged to contact HMRC or ask a question on ‘X’ (formerly Twitter) @HMRCCustomers.

Other HMRC guidance is available on GOV.UK as well as YouTube videos and webinars. HMRC also has the HMRC app to find out information about tax, national insurance, tax credits and benefits.

Let us know your views

We welcome your views, which help inform our work on consultations or other tax-related matters. We responded to many tax calls for evidence and consultations, as well as producing tax policy papers and reports. We also regularly attend meetings with HMRC at which service levels, delays and other issues are discussed, and we raise problems being encountered by members.

Please get in touch to share your insights and feedback.

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