HMRC is changing the way its services are available its services as it continues encouraging customers to get the information they need and carry out their transactions online where possible.
Changes to helpline services to encourage people to go online first have been trialled over the last year and are being rolled out to become a permanent feature of the way HMRC supports customers from 8 April 2024.
The changes are:
- between April and September, the Self Assessment helpline will be closed and customers will be directed to self-serve through HMRC’s highly-rated online services
- between October and March the Self Assessment helpline will be open to deal with priority queries – customers with queries that can be quickly and easily resolved online will be directed to HMRC’s online services
- the VAT helpline will be open for five days every month ahead of the deadline for filing VAT returns – outside of this time, customers will be directed to use HMRC’s online services
- the PAYE helpline will no longer take calls from customers relating to refunds – customers will be directed to use HMRC’s online services
- HMRC advisers will continue to always be available during normal office opening hours to support customers who cannot use online services or who have health or personal circumstances that mean they need extra support
- all other helplines will continue to operate as they do currently
HMRC says the move to online self-service for Self Assessment and VAT is a vital element of its modernisation of the tax system. Angela MacDonald, HMRC’s Second Permanent Secretary and Deputy Chief Exec, said: “Online services have transformed our lives and often provide a better service for managing tax – they’re quicker, easier and always available.
“Changing our services to encourage customers to self-serve online wherever possible will allow our helpline advisers to focus support where it is most needed – helping those with complex tax queries and those who are vulnerable and need extra support.
“We must maximise every pound of taxpayers‘ money. Embracing online self-service allows us to help more customers and improve our customer service levels without spending additional public money.”
