Closure of HMRC online forums announced

From 30 June 2025, HMRC will be closing its online forums for both agents and taxpayers. Following discussions with stakeholders, including this Institute, and a review of both the agent and taxpayer online forums, HMRC has taken the decision to close both with effect from this date. According to HMRC, this decision reflects the increasing popularity of “newer, superior digital support channels and a move to modernise and improve the online services we offer”. In preparation for the closure, the forums will stop accepting new queries from early June 2025.

Agent online forum

As an alternative to the agent online forum, HMRC is reminding agents that a range of digital support channels are available which aim to offer tailored support to agents:

• Webchat - an agent only channel which aims to offer a faster alternative to phoning,
• @HMRCCustomers on ‘X’ (formerly twitter) - for help with general queries,
• Talking Points webinars - for information on a range of subjects with opportunities for participants to submit questions,
• The tax agents’ handbook – contains information to help tax agents and advisers find guidance, use HMRC services and contact HMRC,
• The HMRC service dashboard – provides information on current service levels for post and online queries, and
• The Agent Update - a monthly online publication of information specifically for the agent community.

Taxpayer online forum

Taxpayers can direct queries to the alternative digital support channels listed below. These also aim to offer a range of tailored support for queries.

To ask a question:

• Visit contact HMRC, select the area you would like to contact and click ‘Ask HMRC online’. HMRC’s digital assistant can help with a variety of self-assessment and tax payment queries. If your query cannot be answered by the digital assistant, it will be escalated to an advisor,
• Contact @HMRCcustomers on X.

For guidance and information:

• GOV.UK provides comprehensive written guidance and interactive products and guides,

• Access a range of recorded webinars and signup to receive notification of future webinars,

• Use the HMRC App as a quick and easy way to get information about your tax, and National Insurance, and
  
  
• Watch HMRC’s YouTube videos.

According to HMRC, the closure of the forums aligns with HMRC's Digital Channel Strategy and will also allow HMRC to redirect resource to support its most popular channels and develop technologies that meet current and future needs.