The head of a powerful committee of MPs has raised concerns about a decision by HM Revenue and Customs (HMRC) to close off the main tax self-assessment helpline over the summer. In an announcement last week, HMRC said it will pilot a new ‘seasonal model’ for the helpline, to help free up advisers to answer urgent calls on other lines and answer customer correspondence.
HMRC will trial directing self-assessment queries from the helpline to the department's digital services, including its online guidance, digital assistant and webchat. The helpline will reopen on September 4, 2023 so people can receive expert support in the five months leading up to the self-assessment tax deadline on January 31, 2024.
However, Harriett Baldwin, chairwoman of the Treasury Committee, has written to HMRC to ask several questions, including whether the move has been prompted by staffing issues in the department, or backlogs or issues in other areas.
