HMRC Helpline Closed for 3 months

On 8th June 2023, HM Revenue & Customs (HMRC) announced the temporary closure of their Self-Assessment helpline for three months. This closure is part of their ongoing efforts to improve customer service and streamline operations.

During the Closure

HMRC is providing alternative support options, including a digital assistant and webchat.

Why is the Self-Assessment helpline closing? HMRC is closing the helpline to make improvements to their services. This decision aims to enhance efficiency, reduce waiting times, and provide more accurate and prompt responses to taxpayer queries. It aligns with HMRC’s strategy to digitise and modernise their operations.

What are the Alternative Support Options?

During the temporary closure, taxpayers can utilise the following alternatives:

  1. Digital Assistant: HMRC has developed a digital assistant available on their website. This virtual assistant uses artificial intelligence to provide automated responses to common Self-Assessment queries. While it may not cover complex issues, it can offer quick and helpful guidance for routine inquiries.
  2. Webchat: HMRC offers a webchat service where taxpayers can interact with a customer support team in real-time. This option is suitable for more specific or complex queries that cannot be addressed by the digital assistant. The webchat is accessible through HMRC’s official website during regular business hours.

If Contacting HMRC, Consider These Tips:

  1. Be Prepared: Gather all relevant information about your query before engaging with the digital assistant or starting a webchat. This will help provide accurate details and receive precise guidance.
  2. Keep It Concise: When communicating through the digital assistant or webchat, be clear and concise in your questions or explanations. This improves understanding and facilitates prompt responses.
  3. Patience Is Key: Due to increased queries, expect longer response times during the helpline closure. Exercise patience while awaiting a reply and avoid sending duplicate messages.

Stay updated on HMRC’s reopening plans HMRC plans to reopen the Self-Assessment helpline after the three-month closure period. Stay informed about any updates or changes by regularly checking HMRC’s official website or subscribing to their communication channels. Additional guidance on the helpline’s reopening and any modifications to alternative support options will be provided.

Although the temporary closure of HMRC’s Self-Assessment helpline may cause inconvenience, the introduction of alternative support options, such as the digital assistant and webchat, demonstrates HMRC’s commitment to improving customer service. By effectively utilising these resources and staying informed, taxpayers can continue to receive assistance for their Self-Assessment queries.

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