The HMRC helpline closures of 2023

On Monday 2 October, HMRC closed its probate helpline, advising that customers would need to contact HM Courts and Tribunals Service (HMCTS) with probate queries, but could continue to contact HMRC for inheritance tax queries.

HMRC called this a simplification of its phone lines that would make things easier for customers, in line with its charter.

However, this is the latest in what has become a series of HMRC helpline closures, including the self assessment helpline closure for which customers received two working days’ notice, and the VAT registration helpline closure with three working days’ notice.

The Agent Dedicated Line (ADL) provides cold comfort. On the same Monday at the beginning of this month, changes to the ADL removed the 10-minute service level commitment, advising that agents may wait slightly longer to speak with HMRC.

This change has been billed as a measure to improve the quality of service. However, back when the ADL reopened in June, we had heard from IFA members about concerns with both quality of service and response times.

The ADL will now offer information to accounting professionals about their expected wait time – empowering them, at least, to try another time rather than expecting a 10-minute maximum.

Back in June the IFA wrote of the self-assessment helpline closure: “Errors and delayed returns are only going to increase the burden on HMRC, meaning this temporary closure is kicking the can down the road at best. HMRC’s inability to staff both the ADL and SA helpline is a symptom and clear indicator of the resource pressure the department is under.”

It seems we are down the road with the can now, and the resource pressure has not eased enough to adequately address the problem.

IFA continues to represent members’ interests with HMRC, including on this issue. To share feedback and insights to help us advocate for you, contact compliance@ifa.org.uk.