HM Revenue & Customs’ (HMRC) recent decision to close its main self-assessment helpline during the summer has sparked concerns and left taxpayers frustrated. The closure of the telephone service, often used by self-employed individuals seeking assistance with their income tax returns, comes as HMRC aims to redeploy staff and encourages the use of its chatbot. However, critics, including campaign group the Taxpayers Alliance, argue that those trying to comply with tax obligations will be left furious. This move by HMRC has raised questions about the impact on taxpayers and the availability of support during this crucial period.
HMRC’s Helpline Closure and Alternative Options
HMRC has announced that the self-assessment helpline will remain closed until September 4, 2023. The closure is part of HMRC’s efforts to allocate resources effectively. Taxpayers seeking assistance during this period will be directed towards digital assistant services and online guidance. The decision to close the helpline aims to free up 350 advisers to handle urgent calls on other lines and address customer correspondence. HMRC emphasises the accessibility and improvements of its online services, including the HMRC app, as a convenient alternative.
Criticism and Public Response
The Taxpayers Alliance, representing taxpayers’ interests, has voiced strong opposition to the helpline closure. Jonathan Eida, a representative of the alliance, expressed concerns about workers struggling to navigate the online system and highlighted the challenges faced by those requiring year-round assistance. Eida urges HMRC to reconsider the decision and reinstate the availability of telephone support throughout the summer. Conservative MP Harriett Baldwin, chair of the Treasury committee, has also demanded clarification from HMRC, questioning the cost-benefit analysis and the potential impact on taxpayers. Baldwin emphasises the need for transparency in decisions affecting a significant number of individuals.
Previous Criticism and Reduction in Customer Service Staff
The closure of the self-assessment helpline adds to previous instances of HMRC facing criticism for its customer service. A public accounts committee report revealed that HMRC had closed its telephone line in the past due to overwhelming demand. The report also highlighted a reduction in customer service staff from 25,500 to 19,500 over the past five years, as HMRC shifted towards digital systems. While HMRC maintains that its online services have been significantly improved, concerns about accessibility and support persist.
Seeking Clarification and Impact on Taxpayers
MP Harriett Baldwin has sent a letter to HMRC seeking clarification on the decision to close the helpline. She raises concerns about the potential negative impact on taxpayers and demands information on any analysis and consultation that took place prior to the decision. Baldwin also inquires about the possibility of reopening the helpline earlier than planned if the consequences for taxpayers are more significant than anticipated. Additionally, she seeks information on the relationship between the helpline closure and HMRC’s homeworking policy, staffing issues, and the measures in place to support vulnerable taxpayers and those unable to access digital services.
Bottom Line
The closure of HMRC’s self-assessment tax helpline over the summer has ignited anger and frustration among taxpayers. With concerns raised by the Taxpayers Alliance, MPs, and the general public, HMRC faces pressure to address the impact of this decision on taxpayers and provide transparency regarding the considerations and analysis behind it. As taxpayers navigate their obligations during this period, the closure highlights the ongoing challenges of transitioning to digital systems while ensuring accessible and reliable support for all individuals. Visit Shield Accountancy for more details.