HMRC to shut down major phone line used by millions TOMORROW – here’s who’s affected
HMRC is closing a major phone line used by millions on Monday.
It means that millions of households will no longer be able to get through to its self-assessment helpline.
The helpline will be shut off temporarily for three months between June 12 and September 3.
The shut-off is part of an HMRC trial to get households to seek help from the department’s digital services instead.
The move is being made in a bid to free up more advisers to take urgent calls on other lines and engage with customers.
HMRC reckons that the trial of its “seasonal model” will allow its team to answer around 6,600 other calls per day.
The helpline receives far fewer calls over the summer, with calls around 50% higher between January and April compared with June to August, the revenue body said.
Customers will be able to use the line again from September 4, 2023, so they can receive support in the five months running up to the SA deadline on January 31, 2024.
Around two-thirds of all self-assessment-related calls can be resolved by customers online, according to HMRC.
The tax office will also increase the number of advisers available on webchat, the online service helpline and the extra support team helpline to ensure that customers don’t miss out.
Customers that have a query about their self-assessment tax return should visit Gov.UK which provides guidance on using HMRC’s online services.
Angela MacDonald, deputy chief executive officer and second permanent secretary at HMRC said: “We continually review our services to see how they can best serve the public and we are taking steps to improve them.
“A seasonal SA helpline will make more of our expert advisers available where they are most needed during the summer months.
“Our online services, including the HMRC app, are quick and easy to use and have been significantly improved. I urge customers to explore these fully before deciding to wait to speak to us on the phone.”
Self-assessment is a system HMRC uses to collect income tax.
Tax is usually deducted automatically from wages, pensions and savings, but some people and businesses with other incomes must report it in a tax return.
This applies to the following:
- Earned more than £2,500 from renting out property
- You or your partner received high-income child benefits and either of you had an annual income of more than £50,000
- Received more than £2,500 in other untaxed income, for example from tips or commission
- Are self-employed sole traders
- Are limited company directors
- Are shareholders
- Are employees claiming expenses in excess of £2,500
- Have an annual income over £100,000
In the past concerns have been raised about people struggling to get through to when phone lines are busy.
People who miss the self-assessment deadline face a penalty of £100 if their tax return is up to three months late.
If you need help over the next few months when the phone line is inactive then you can head over to the HMRC website.
There are guidance notes and manuals online, but if you’re struggling you could seek advice from an accountant or tax adviser.
Consumer group Which? also offers an online self-assessment tool that does the calculations for a tax return and submits it directly to HMRC.
You have to fork out £10 for the service though, or £36 if you’re not a member.
If you struggle to use the online systems in place or have queries that need to be addressed over the phone, you can wait until September for the phone line to open again.
But do bear in mind that due to it being inactive over the summer the lines may be busier than usual and you may struggle to get through.
Meanwhile, filling out your tax return can seem daunting, but with our step-by-step guide, you’ll have it sorted in no time.
Plus, here are eight tips to fill in your self-assessment tax return.