HMRC closes self assessment helpline for three months

Billing the move as a “trial” of a “new seasonal model for the Self Assessment helpline”, HMRC has closed the SA helpline effective 12 June 2023 until 4 September 2023. The closure was announced 8 June, giving taxpayers less than two working days to adapt.

Angela MacDonald, HMRC Deputy Chief Executive and Second Permanent Secretary, justified the closure saying: “We continually review our services to see how they can best serve the public and we are taking steps to improve them. A seasonal SA helpline will make more of our expert advisers available where they are most needed during the summer months”.

The closure comes hot on the heels of another helpline being shut down – the VAT registration helpline, shuttered on 22 May with less than three working days’ notice. More significantly, this move comes one week after HMRC’s Agent Dedicated Line (ADL) reopened 5 June, pointing to the conclusion that HMRC simply lacks the resources to staff both helplines.

From the perspective of IFA members, the silver lining is that with the ADL open once more, this closure will primarily affect taxpayers without an agent – particularly those with payments due by 31 July.

Agents will be able to have self assessment queries answered via the ADL – but serious concerns remain about HMRC response times and service quality.

Taxpayers without access to the ADL who call the SA helpline are directed to use HMRC’s online services – but those with complex queries, or who struggle with digital services, may end up submitting incorrect returns or putting off questions until the helpline reopens in September. 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.

Jim Harra, HMRC Chief Executive and First Permanent Secretary, wrote to the Public Accounts Committee 12 May, stating plainly: “Our existing resource levels will not enable us to handle current forecast demand – which is set to increase significantly – for our phone and post services”.

If HMRC is not allocated additional resources, the department’s helplines and overall service may well face further damage and deterioration. Given the strain on public finances, it seems unlikely that HMRC will receive the funding needed to improve and safeguard service levels – which begs the question of how HMRC will deliver against its Charter in the future.

A well-resourced and effective HMRC should benefit the public purse, as well as making life easier for taxpayers and their agents – whether this government or any future one will make HMRC a priority remains to be seen.

Matt Barton is IFA Technical Manager.