HMRC recently announced plans to significantly reduce its telephone helpline services starting later this year, with the goal of encouraging taxpayers to use online resources for self-service. The announcement, made in March 2024, aimed to streamline the process by promoting digital tools like written guidance, recorded webinars, YouTube videos, and a Digital Assistant. These online resources were intended to handle most common queries, especially for services like Self Assessment, VAT, and PAYE.
However, the proposal met with widespread backlash. Many taxpayers, small businesses, and other stakeholders expressed concerns about the loss of phone-based support, particularly for individuals who may struggle with digital services or have more complex queries that are difficult to resolve through online tools alone. In light of this overwhelmingly negative response, HMRC has decided to pause its plans for reducing telephone helpline services, at least temporarily.
As a result of this reversal, HMRC will continue to maintain its telephone helplines for Self Assessment, VAT, and PAYE between April and September 2024, while they engage with stakeholders and reassess how to best serve the needs of all taxpayers in the long term. This delay gives HMRC time to work with business groups, tax professionals, and others to find a better solution that balances the shift to digital services with the need for accessible telephone support.
In the meantime, HMRC encourages taxpayers to utilize their online services, which include a comprehensive range of written materials and digital tools. If these resources fail to address a query, users can still reach HMRC advisers via webchat, providing an additional layer of support.
This decision highlights HMRC’s ongoing efforts to balance modernization with the need for accessible and comprehensive taxpayer services.
