HMRC reverses decision to cut helpline access

On 19th March, HMRC stated that its helplines would not be available between 8th April and 30th September, as it pushes ahead with its plan to make callers use its online services instead. 

However, following feedback from the Treasury Committe and various organisations, HMRC has backed down and says the helplines will remain open during the summer months. 

A statement on behalf of the Treasury Committee said: “We welcome the decision to reverse yesterday's ill-advised announcement. While we do not oppose expansion of digital services for those who want to use them, we remain entirely unconvinced that HMRC is adequately prepared to impose such a significant change in how it serves taxpayers.”  

HMRC Chief Executive Jim Harra said: “Making best use of online services allows HMRC to help more taxpayers and get the most out of every pound of taxpayers’ money by boosting productivity.  

“Our helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.  

“However, the pace of this change needs to match the public appetite for managing their tax affairs online.  

“We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.  

Tina McKenzie, Policy Chair, Federation of Small Businesses (FSB) said: “Small businesses will definitely be relieved that the drastic reduction in HMRC’s helpline opening hours has been paused. We are very glad that HMRC has listened to the chorus of dismay which greeted its initial announcement. 

“While online services are a key part of the communications mix for the tax authority, sometimes there’s just no substitute for a real human on the end of a phone line who can listen, engage, and help untangle issues.” 

Date published 20 Mar 2024

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