HMRC to close agent and customer online forums

HMRC will close both its Agent and Customer Online Forums from 30 June 2025, according to an email sent to agents. The closures were justified by the increased popularity and use of HMRC’s newer digital online channels.

Clock RTI

Officially, the closure of the online forums will allow HMRC to redirect resources to other real-time digital services as outlined in HMRC's Digital Channel Strategy. Greater priority will be given to resources that allow agents and customers to use self-service systems and develop new technologies.

According to HMRC, this followed "an extensive review" of the Online Forums with some 'stakeholders'. In preparation for the closure, the forums will stop accepting new queries from early June 2025.

HMRC are directing agents and taxpayers to alternatives to the closing forums.

Agent forums

HMRC suggest using these alternative digital support channels for agents.

  • The agent-only Webchat.
  • @HMRCcustomers on X (formerly Twitter), for help with general queries about HMRC’s products and services.
  • Agent Talking Points webinars: for information on a range of subjects with opportunities for participants to submit questions.
  • Tax agents’ handbook: for information to help tax agents and advisers find guidance, use HMRC services and contact HMRC.
  • Tax agents’ handbook: for information to help tax agents and advisers find guidance, use HMRC services and contact HMRC
  • Service dashboard, for information on current service levels for post and online requests
  • Agent Updates, a monthly online digest of information specifically for the agent community.

Customer Online Forum

HMRC now recommend using these alternative communication routes.

To ask a question:

  • Subscribe to the HMRC help and support email service. 
  • Visit Contact HMRC and select your query area and click ‘Ask HMRC online', a digital assistant. If your query cannot be answered by the digital assistant, it will be escalated to an advisor.
  • Contact @HMRCcustomers on X for help with general queries relating to HMRC’s products and services.

For guidance and education: