HMRC helpline to focus on ‘priority queries’

HMRC have announced that between 11 December 2023 and 31 January 2024 its Self Assessment helpline and Agent Dedicated Line will focus on ‘priority calls’.

As the 2022-23 Self-Assessment tax return deadline approaches, HMRC’s telephone advisers will focus on answering priority queries, which cannot be dealt with online, along with queries from taxpayers who require extra support or cannot use digital channels. 

Taxpayers calling between 11 December 2023 and 31 January 2024 will be directed to HMRC’s online services if they have:

• Self Assessment return queries that can be quickly and easily resolved online.
• Other non-self-assessment enquiries.

Recorded messages and SMS texts will be used to make taxpayers aware of HMRC’s online services. 

This redirection to online services will be mirrored on the Agent Dedicated Line, with agents also being directed to digital services where possible.

• Agent Dedicated Line advisers will only take calls about Self-Assessment filing, payments or repayments.
  • Agents with queries on other topics, such as PAYE, will need to use other channels for assistance. 
• Agents that have queries outside of these Self-Assessment subjects, or have multiple client queries, will be redirected or asked to call back in February. 

Typical queries, amounting to two-thirds of all queries that HMRC believe can be resolved quicker online include:

• Updating personal information. 
• Chasing the progress of Self-Assessment registration. 
• Ending Self-Assessment registration. 
• Checking a Unique Taxpayer Reference number.

This announcement comes are part of HMRC’s transition to a digital-first approach where HMRC aim to resolve taxpayer queries 24/7, without having to wait on the phone or write a letter. HMRC aims for online services to be the default option for taxpayers. 

Back to Nichola's Weekly Tax-Update 7 November 2023

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External link

HMRC: Self Assessment helpline to focus on priority queries