Summer closure of the self assessment helpline – HMRC guidance
By Susan Cattell, Head of Tax Technical Policy
9 June 2023
HMRC will be closing the self assessment (SA) helpline for three months from 12 June and redirecting queries to its digital services, including online guidance, digital assistant and webchat.
Closure of the SA Helpline
HMRC has announced that the SA Helpline will be closed between 12 June and 4 September. During this time queries will be redirected to its digital services, including online guidance, digital assistant and webchat.
Agents will still be able to use the agent dedicated line (ADL) which is unaffected by the closure. The main impact will therefore be on unrepresented taxpayers, particularly those who are digitally excluded, or have difficulty using online services.
The closure is intended to free up resources to take urgent calls on other lines and deal with correspondence. ICAS has called for HMRC to be given adequate resources, to enable it to provide acceptable service levels, most recently in a joint letter with other professional bodies. It is unfortunate that resource constraints appear to have prompted HMRC to take this decision to close an important helpline.
HMRC believes that around two-thirds of queries raised with the helpline could be resolved using its online services. It has provided some guidance, in the form of Q&As, about the closure.
HMRC Q&As
HMRC's Q&As are reproduced below.
"If someone needs to withdraw a notice to file how can they do this with no phone line?
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat. This includes withdrawing an Self Assessment return. We advise customers to use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service.
If you need to file then how can you do this?
You can file online – just like the 97% of Self Assessment customers who already use HMRC’s online services to file. Almost every query that can be resolved on the phone, can also be done via webchat. Anyone who needs extra support if their health condition or personal circumstances make it difficult for them to contact HMRC, can get help from our Extra Support team. Otherwise, the helpline will re-open on 4 September this year so customers can receive expert support in the five months running up to the Self Assessment deadline on 31 January 2024.
What if someone actually needs to speak to us?
Any customers with an urgent Self Assessment query will be able to get support through our digital assistant, and where appropriate they will be routed to our Self Assessment webchat facility or a technical expert, for example, if the customer is in financial distress. If customers are digitally excluded or qualify for extra support, we’ll ask our webchat advisors to refer them to our Extra Support Team following their usual processes.
What is the plan B if customers can’t speak to HMRC?
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat. We advise customers to use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service.
We recognise that some agents may have to deal with more contact from their clients as a result of this change. However, we encourage agents to let their clients know that anyone with complex queries that they need additional help resolving, should use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service.
How are the digitally excluded going to be supported? How do they access the Extra Support Team if not through the Self Assessment helpline?
Anyone who needs extra support if their health condition or personal circumstances make it difficult for them to contact HMRC, can get support from our Extra Support team. If customers need extra support, they can get a phone or video appointment with the Extra Support team. They can ask their advisor when they call any HMRC helpline or use the Extra Support team webchat service.
Are there plans to close the ADL line?
The Agent Dedicated Line (ADL) is unaffected by this change, so agents can still call us during this period. The ADL opening hours are Monday to Friday: 8am to 6pm. There are no current plans to make any further changes to the opening times.
Will we stop putting out comms about filing early if there is no support available?
Our early filing campaign will begin on 4 September when the phoneline reopens. However, we will continue to encourage customers to file early and online. If customers have any complex queries that they need additional help resolving, we would recommend they use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service. Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat.
What happens when a customer calls the Self Assessment helpline from 12 June -1 September?
- If a customer phones the Self Assessment helpline during the pilot they will hear a telephone message directing them to digital services where appropriate and informing them the helpline is closed and when it will reopen.
- The only exception are customers calling in relation to a bereavement – they will be connected with an advisor in our Bereavement team using our telephone menu options.
- If a customer with a Self Assessment query called another helpline during the pilot, we will ask advisors on those other lines to direct those customers to use our digital services. This will maintain our ability to serve customers on other lines, and it also prevents incorrect or out-of-date information being provided to customers.
- Any customers with an urgent Self Assessment query will be able to get support through our digital assistant, and where appropriate they may be routed to our Self Assessment webchat facility or a technical expert (if for example, the customer is in financial distress).
- If customers are digitally excluded or qualify for extra support, we’ll ask our colleagues to refer them to our Extra Support Team following their usual processes.
If HMRC has taken a person out of Self Assessment, the agent might file unsolicited returns. Can you use webchat to get back into Self Assessment?
Almost any task that can be actioned, or query that can be resolved on the phone, can also be sorted via webchat. We advise customers to use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service. The Agent Dedicated Line (ADL) is unaffected by this change, so agents can still call us during this period.
If someone is given a penalty because they aren’t able to access a helpline, would this be a ‘reasonable excuse’?
No. Almost any task that can be actioned, or query that can be resolved on the phone, can also be sorted via webchat. We advise customers to use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service. Any customers with an urgent Self Assessment query will be able to get support through our digital assistant, and where appropriate they may be routed to our Self Assessment webchat facility or a technical expert, for example, if the customer is in financial distress.
Will the phone number still be on GOV.UK, or will it be suppressed?
GOV.UK will be updated with revised information about where to get help.
Is there a helpline for digital help?
Yes. Customers can call the Online Services Helpdesk to get technical support to use our online services. Their opening hours are Monday to Friday: 8am to 6pm. There are no current plans to make any further changes to the opening times. The Online Services Helpdesk also offer a digital assistant facility. If the digital assistant cannot help you, you can ask to be transferred to a webchat with a HMRC advisor. There is also a service availability page so they you can see if there are any problems with our online services. You can find out more on GOV.UK.
Is there anything webchat can’t answer?
Almost any task that can be actioned or query that can be resolved on the phone, can also be sorted via webchat. We advise customers to use our ‘Ask HMRC online’ digital assistant. If their query can’t be dealt with this way, they will be put through to our webchat service.
Do the web chat advisers for Self Assessment have the ability to hold multiple conversations?
Yes. Advisors can help more than one person at a time."
Let us know your views
We will be giving input to HMRC on any issues arising from the closure of the helpline that emerge in practice. Email us with your feedback.
More generally, ICAS responds to many tax calls for evidence and consultations, as well as producing tax policy papers and reports. We also regularly attend meetings with HMRC at which service levels, delays and other issues are discussed, and we raise problems being encountered by members. We welcome input from members to inform our work; email us to share your insights and feedback.