HMRC will be pausing most of their webchat services for 3 months
23 December 2021
From 4 January 2022, Her Majesty’s Revenue and Customs (HMRC) will be pausing most webchat features for 3 months to review the service it is providing.
HMRC have found that the webchat works best when used for simple queries and to educate about the digital tools available on GOV.UK. Where it is not helpful is longer queries, such as tax coding issues for PAYE customers, where such queries take 84% longer via webchat compared to a phone call.
This Pause will allow HMRC to fully assess and improve the service to help customers in the most effective ways possible. While this is in effect, the following lines will still be available:
• Online Services Helpdesk
• National Clearance Hub
• Imports and Exports
• Debt Management
• Extra Support
• Support for pandemic-related activity will continue
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