A MAJOR tax change is hitting customers from next week, with thousands set to be affected.
HM Revenue and Customs (HMRC) has announced it is piloting a new scheme from Monday which will see its phone lines closed for three months.
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From June 12 to September 3 the self-assessment phone lines will not be available for any related queries.
Instead customers will have access to online services such as live chats and digital assistants.
The majority of customers already use these services, with 97% filing online, according to HMRC.
The move is being made in a bid to free up more advisers to take urgent calls on other lines and engage with customers.
HMRC reckons that the trial of its “seasonal model” will allow its team to answer around 6,600 calls a day.
The helpline receives far fewer calls over the summer, with calls around 50% higher between January and April compared with June to August, the revenue body said.
Customer will be able to use the line again from September 4, 2023 so customers can receive support in the five months running up to the SA deadline on January 31, 2024.
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.
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“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.”
Self-assessment is a system HMRC uses to collect income tax.
Tax is usually deducted automatically from wages, pensions and savings, but people and businesses with other incomes must 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
In the past concerns have been raised about people struggling to get through to when phone lines are busy.
People who miss the self-assessment deadline face a penalty of £100 if their tax return is up to three months late.
If you need help over the next few months when the phone line is inactive then you can head over to the HMRC website.
There are guidance notes and manuals online, but if you’re struggling you could seek advice from an accountant or tax adviser.
Consumer group Which? also offers an online self-assessment tool that does the calculations for a tax return and submits it directly to HMRC.
You have to fork out £10 for the service though, or £36 if you’re not a member.
If you need struggle to use the online systems in place or have queries you need addressed over the phone, you can wait until September for the phone line to open again.
But do bear in mind that due to being inactive over the summer the lines may be busier than usual and you may struggle to get through.
Meanwhile, filling your tax return can seem daunting, but with our step-by-step guide you’ll have it sorted in no time.
Plus, here are eight tips to fill in your self-assessment tax return.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected]
