08 June 2023

HM Revenue and Customs (HMRC) will be trialling a seasonal self-assessment (SA) helpline. Self-assessment queries will be redirected from the helpline to HMRC's digital services, between 12 June and 4 September 2023.

For 3 months from 12 June 2023, HMRC will trial directing SA queries from the helpline to the department’s digital services, including its online guidance, digital assistant and webchat. This will free up 350 advisers to take urgent calls on other lines and answer customer correspondence.

HMRC reports that the vast majority of SA customers use HMRC’s online services, with 97% filing online. The SA helpline receives far fewer calls over the summer, with calls around 50% higher between January and April compared with June to August.

Angela MacDonald, Deputy CEO and Second Permanent Secretary at HMRC, said:

‘‘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.

Our online services, including the HMRC app, are quick and easy to use and have been significantly improved. I urge customers to explore these fully before deciding to wait to speak to us on the phone.’’

The helpline will re-open on 4 September 2023, with only 5 months running up to the SA deadline on 31 January 2024. However, what knock-on effect will this have for taxpayers due to make payments by 31July 2023.

Read the full news story here.

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