HMRC Decides to Temporarily Close Self-Assessment Helpline During Summer

In a strategic move aimed at optimizing staff resources, HM Revenue & Customs has announced the temporary closure of its helpline for self-assessment taxpayers during the summer months. Taxpayers will be directed to use the tax authority’s online tools, which are expected to handle the lower volume of calls received during this period. The decision to close the helpline for three months is part of a new seasonal model being trialed by HMRC, given that call volumes tend to be around 50% higher between January and April compared to June through August.

The closure will free up the equivalent of 350 full-time tax advisers, allowing HMRC to prioritize urgent calls. Angela MacDonald, Deputy Chief Executive and Second Permanent Secretary at HMRC, stated that the tax office is committed to continuously enhancing its services and urged customers to take advantage of the improved online services and HMRC app before seeking assistance via phone.

However, the announcement drew criticism from professional tax bodies, who view it as a reflection of HMRC’s inability to handle its workload amidst an increasingly complex tax system. Gary Ashford, President of the Chartered Institute of Taxation, described it as a cry for help in a desperate situation. The Low Incomes Tax Reform Group (LITRG), an educational tax charity, expressed concern over the disproportionate impact of the helpline closure on low-income individuals who cannot afford professional advice.

Victoria Todd, Head of LITRG, expressed disappointment and criticized what she deemed to be a poorly thought-out decision. The self-assessment helpline will remain closed from June 12th and reopen on September 4th, affecting taxpayers for approximately three months.