In a letter addressed to the tax office, Harriett Baldwin, the chair of the influential Treasury Committee, expressed her disappointment with HMRC’s lack of consultation regarding the closure of an important taxpayer helpline. She criticized the tax office’s leadership for failing to provide sufficient details and transparency regarding the decision and its potential impact on taxpayers. Baldwin emphasized the importance of not rushing such decisions and stated that the committee would closely monitor developments in this area.
The tax office’s deputy chief executive, Angela MacDonald, defended the closure during a committee hearing, explaining that the majority of taxpayers now file self-assessments online. MacDonald also noted that there is generally lower demand for assistance with tax bills during the summer months. She argued that a seasonal helpline model could be piloted, with the majority of queries being handled through digital services and supplemented by a webchat adviser service. MacDonald expressed the intention to evaluate customer response to this digital shift and use the experience to enhance self-assessment and other services in the future.
The closure of the helpline without prior consultation has raised concerns about the impact on taxpayers and the need for more transparent decision-making processes within HMRC.
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