From today, Monday 12 June, until 4 September 2023, HMRC is closing its self-assessment helpline. This decision was notified to Chartered Accountants Ireland in a meeting just one day before the official announcement last week and was not consulted on in advance. The decision was embargoed until the official announcement on Thursday 8 June.
We would be keen to hear your feedback on the impact of this decision. Note that this does not affect self-assessment queries on the Agent Dedicated Line which we understand was restored to full status again from 2 June. This week’s News and Information from HMRC also covers the closure of the helpline.
The decision to close the helpline is clearly as a result of ongoing pressures on HMRC’s services due to resource constraints and limited and falling real time budgets. The Institute is highlighting the continued impact this is having on agents and taxpayers and makes several recommendations to the UK Government in the 2023 Next Financial Year position paper which will be published later this week.
In the meeting during which HMRC notified the Professional Bodies of this closure, a number of questions were asked the answers to which are reproduced below.
“If someone needs to withdraw a return how can they do this with no phone line?
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat. This includes withdrawing a Self-Assessment (“SA”) return.
We advise customers to use our ‘Ask HMRC online’ digital assistant. If your query can’t be dealt with this way, you will be put through to our webchat service.
If you need to file then how can you do this?
You can file online – just like the 97% of SA customers who already use HMRC’s online services to file. Almost every query that can be resolved on the phone, can also be done via webchat.
Anyone who needs extra support if their health condition or personal circumstances make it difficult for them to contact HMRC, can get support from our Extra Support team.
Otherwise, the helpline will re-open on 4 September this year so customers can receive expert support in the five months running up to the SA deadline on 31 January 2024.
What if someone actually needs to speak to us?
Any customers with an urgent SA query will be able to get support through our digital assistant, and where appropriate they may be routed to our SA webchat facility or a technical expert, for example, if the customer is in financial distress.
If customers are digitally excluded or qualify for extra support, we’ll ask our colleagues who respond to webchat, to refer them to our Extra Support Team following their usual processes.
What is the plan B if customers can’t speak to HMRC?
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat.
We advise customers to use our ‘Ask HMRC online’ digital assistant. If your query can’t be dealt with this way, you will be put through to our webchat service.
We recognise that some agents may have to deal with more contact from their clients as a result of this change. However, we encourage agents to let their clients know that anyone with complex queries that they need additional help resolving, should use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service.
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat.
How are the digitally excluded going to be supported? How do they access the Extra Support Team if not through the SA helpline?
Anyone who needs extra support if their health condition or personal circumstances make it difficult for them to contact HMRC, can get support from our Extra Support team.
If customers need extra support, they can get a phone or video appointment with the extra support team. Ask your advisor when you call any HMRC helpline or use the extra support team webchat service.
Are there plans to close the ADL line?
The Agent Dedicated Line (ADL) is unaffected by this change, so agents can still call us during this period.
The ADL opening hours are Monday to Friday: 8am to 6pm.
There are no current plans to make any further changes to the opening times.
Will we stop putting out comms about filing early if there is no support available?
Our Early Filing campaign will begin on 4 September when the phoneline reopens.
However, we will continue to encourage customers to file early and online. If customers have any complex queries that they need additional help resolving, we would recommend they use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service.
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat.”
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