[UK] HMRC closes self assessment helpline

HMRC has announced that its self assessment helpline will be closed until September. Restrictions on the agent-dedicated line were removed from June 5 so agents will be able to have self assessment queries answered on that line, ICAEW reports.

HMRC stated that the self assessment helpline 0300 200 3310 will be closed from June 12 to September 4, 2023. Callers to the line will be directed to use HMRC’s online services including digital assistant and webchat.

With agents now reportedly able to phone the dedicated line (ADL) with self assessment related queries, the closure will primarily impact unrepresented taxpayers. 

Taxpayers can check online whether they need to complete a self assessment tax return. Those taxpayers who need to register for self assessment must follow the online guidance.

Where a tax return has been issued but there is no requirement to file, the taxpayer or their agent reportedly needs to request that the return is formally withdrawn. It is not currently possible to do this online. 

Taxpayers can either use HMRC’s digital assistant and webchat, write to HMRC or wait to phone the service in September. Agents can request withdrawal of tax returns through the ADL.  

Those requiring self assessment paper forms can obtain these from the self assessment forms orderline. That page currently states, “HMRC does not supply blank tax return forms to agents.” However, according to the Tax Faculty, in practice HMRC will issue up to 10 forms to agents.

During the period of closure, taxpayers in need of extra support can contact HMRC’s extra support team via webchat or by phoning any HMRC helpline, such as the income tax general queries line 0300 200 3300.

Responding to news of the closure, ICAEW’s Tax Faculty said, “We regret that HMRC has found it necessary to make this decision, which will not have been taken lightly. HMRC is trying to balance significantly reduced resources with risks to tax compliance and the government’s growth agenda. 

“The situation is obviously very serious but given the state of the public finances it seems unlikely that HMRC will be allocated any additional resource.

“The agent line is being protected, so the impact will be mainly on unrepresented taxpayers, particularly those with queries on payments on account due on 31 July 2023, those who receive self assessment penalty notices (which are issued in bulk in mid-August) and those who are waiting for self assessment repayments.” 

Jim Harra - HMRC First Permanent Secretary and Chief Executive - reportedly set out the position in a letter to the Public Accounts Committee. He said, “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 in line with our service standards.” 

According to ICAEW's Tax Faculty, the decision to close the self assessment helpline during a period of lower demand will allow HMRC to provide a better service on its PAYE and Tax Credits helplines.

Source: ICAEW

(Links and quotes via original reporting)

HMRC has announced that its self assessment helpline will be closed until September. Restrictions on the agent-dedicated line were removed from June 5 so agents will be able to have self assessment queries answered on that line, ICAEW reports.

HMRC stated that the self assessment helpline 0300 200 3310 will be closed from June 12 to September 4, 2023. Callers to the line will be directed to use HMRC’s online services including digital assistant and webchat.

With agents now reportedly able to phone the dedicated line (ADL) with self assessment related queries, the closure will primarily impact unrepresented taxpayers. 

Taxpayers can check online whether they need to complete a self assessment tax return. Those taxpayers who need to register for self assessment must follow the online guidance.

Where a tax return has been issued but there is no requirement to file, the taxpayer or their agent reportedly needs to request that the return is formally withdrawn. It is not currently possible to do this online. 

Taxpayers can either use HMRC’s digital assistant and webchat, write to HMRC or wait to phone the service in September. Agents can request withdrawal of tax returns through the ADL.  

Those requiring self assessment paper forms can obtain these from the self assessment forms orderline. That page currently states, “HMRC does not supply blank tax return forms to agents.” However, according to the Tax Faculty, in practice HMRC will issue up to 10 forms to agents.

During the period of closure, taxpayers in need of extra support can contact HMRC’s extra support team via webchat or by phoning any HMRC helpline, such as the income tax general queries line 0300 200 3300.

Responding to news of the closure, ICAEW’s Tax Faculty said, “We regret that HMRC has found it necessary to make this decision, which will not have been taken lightly. HMRC is trying to balance significantly reduced resources with risks to tax compliance and the government’s growth agenda. 

“The situation is obviously very serious but given the state of the public finances it seems unlikely that HMRC will be allocated any additional resource.

“The agent line is being protected, so the impact will be mainly on unrepresented taxpayers, particularly those with queries on payments on account due on 31 July 2023, those who receive self assessment penalty notices (which are issued in bulk in mid-August) and those who are waiting for self assessment repayments.” 

Jim Harra - HMRC First Permanent Secretary and Chief Executive - reportedly set out the position in a letter to the Public Accounts Committee. He said, “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 in line with our service standards.” 

According to ICAEW's Tax Faculty, the decision to close the self assessment helpline during a period of lower demand will allow HMRC to provide a better service on its PAYE and Tax Credits helplines.

Source: ICAEW

(Links and quotes via original reporting)