HM Revenue and Customs (HMRC) is shutting down a major phone line for six months from next month.
The Government department is closing its self-assessment helpline, which received three million calls in 2023, from April 8 to September 30.
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The phone line will close during the same period each year moving forward, HMRC said.
Meanwhile, between October this year and March 2025, the helpline will reopen, but only to deal with customers with queries “that can be quickly and easily resolved”.
We have asked HMRC if the October to March reduction in service will also be a permanent change and will update this story when we have heard back.
HMRC said advisers will continue to be available for customers who can’t use online services or with health or personal circumstances meaning they need extra help.
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It added that all other helplines will continue to operate as they do currently.
The Government department said the move to close the major phone line was part of its drive to modernise the tax system.
But it means customers will have to head online to HMRC’s website or via the Government department’s app to carry out requests.
Angela MacDonald, HMRC’s second permanent secretary and deputy chief executive, said: “Online services have transformed our lives and often provide a better service for managing tax – they’re quicker, easier and always available.
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“Changing our services to encourage customers to self-serve online wherever possible will allow our helpline advisers to focus support where it is most needed – helping those with complex tax queries and those who are vulnerable and need extra support.
“We must maximise every pound of taxpayers‘ money. Embracing online self-service allows us to help more customers and improve our customer service levels without spending additional public money.”
HMRC’s latest move comes after it launched a trial closure of the self-assessment helpline last summer.
The Government department shut off the helpline between June 12 and September 3.
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At the time, HMRC said the “seasonal model” would allow its staff to answer around 6,600 other calls per day.
The Government department says 97% of self-assessment customers file their tax returns online and not via the phone line.
Who uses the helpline?
Self-assessment is a system HMRC uses to collect income tax.
Tax is usually deducted automatically from wages, pensions and savings, but some people and businesses with other incomes havre to report it in a tax return.
This applies to the following:
- Earned more than £2,500 from renting out property
- You or your partner received high-income child benefits and either of you had an annual income of more than £50,000
- Received more than £2,500 in other untaxed income, for example from tips or commission
- Are self-employed sole traders
- Are limited company directors
- Are shareholders
- Are employees claiming expenses in excess of £2,500
- Have an annual income over £100,000
Concerns have been raised the closure of the phone line for a six month stint are “forcing” changes on taxpayers.
Harriett Baldwin, chair of the Treasury Select Committee, said HMRC had not yet demonstrated that the department or the public “are ready to make such a monumental change to how they resolve tax issues”.
How do I file a tax return?
TO file a self assessment tax retun, you’ll need to register with HMRC first, which will then issue you with a Unique Taxpayer Reference (UTR).
You must register for self assessment by October 5 if you have to file a tax return and you have not sent one before.
You can do so by visiting www.gov.uk/register-for-self-assessment.
If you’ve previously registered and already have a UTR, you don’t need to go through this step again.
Once you’ve got your UTR, you can sign in via the “Self Assessment tax return” section of HMRC’s website by visiting www.gov.uk/log-in-file-self-assessment-tax-return.
You can then file your self assessment tax return online.
The deadline for sending a return online is January 31 every year.
If you need a paper copy of the main Self Assessment tax return, call HMRC on 03000 200 3610 and request an SA100 form.
The deadline for sending a return using a paper form is October 31 every year.
You need to pay the tax you owe by midnight on January 31 each year.
HMRC accepts your payment on the date you make it, not the date it reaches its account.
File late and HMRC will issue you with a fine.
Ms Baldwin said: “It is a great shame that HMRC have decided now is the time to essentially close down any avenues for people to contact them over the phone for huge parts of the year.
“We’ve heard time and time again that every effort is being made to direct people to resolve issues online.”
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If you’re a self-assessment tax customer and worried about the upcoming change, HMRC’s website has a manual explaining how to use it.
You could also get help from an accountant or tax adviser.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
Plus, you can join our Sun Money Chats and Tips Facebook group to share your tips and stories.
