HMRC Self-Assessment line closure

HMRC have currently closed their self-assessment helpline. The closure is said to be temporary, between 12 June and 4 September 2023 in the first instance. 

The intention, according to HMRC, is to trial the notion of a seasonal 'self-assessment' line, to enable 350 full-time equivalent staff members to be diverted onto other services, during various parts of the year.

What does it mean for you, the taxpayer? It means that you can't speak with an HMRC self-assessment agent on the phone, at present.

Are there alternative ways to contact HMRC? Yes, HMRC are promoting the use of online services such as digital guidance, digital assistance and webchat, although there are certain limitations to these services at present. 

In addition, there are chat services which can connect you to a real person, although the waiting time can be significant.

You could alternatively write to HMRC to tell them about your problem / ask your query etc. The issue with this is that agents are working with a backlog of post relating back to November 2022 (at present). 

As a taxpayer, this trial basically leaves you with little access to HMRC's self-assessment services, unless your query is simple enough to successfully be addressed via your personal tax account / through automated chat functions. 

Otherwise, as your authorised agents, we are well placed to help. While we may not be able to skip the queue in written correspondence, we are able (with great perseverance) able to contact HMRC on the phone regarding complex matters.

It is likely that this 'trial' exercise is highlighting the same problem which the country, as a whole, is facing throughout every industry and sector – understaffing and lack of resources. But the reality is that this is a drastic reduction to service at a time where taxpayer need support.

So, for the time being at least, don't try to telephone HMRC until September at the earliest. With luck, the helplines will re-open then (or the functionality of support technology will improve!) Otherwise, if the matter is urgent help, remembering that we are working with a broken system too, and we can only achieve outcomes as quickly as HMRC will allow us to.

If you need any further advice, please contact Honey Barrett and one our team will be happy to help.