Why has HMRC closed its self-assessment phone line and what help is available?

The HM Revenue and Customs is currently piloting a brand new model for the self-assessment helpline.

In line with that, Brits who are seeking help on the phone regarding their self-assessment queries are being directed to the department’s digital services.

But why has HMRC decided to stop offering over-the-phone help to those completing self-assessment and what help is available instead?

Here is everything we know.

Why has HMRC closed its self-assessment helpline?

The new model the HMRC is piloting for the self-assessment helpline is a seasonal one that sees the service closed for three months from June 12 onwards.

During this period, callers are redirected to the department’s digital tools including its webchat, digital assistant, and online guidance.

From June until September 2023, HMRC is trialling a seasonal opening hours for the Self Assessment helpline. This will prioritise help for those with urgent queries.

To find out more, click here: https://t.co/P2KCeWnlnD pic.twitter.com/FgCMHUta2M

— HM Revenue & Customs (@HMRCgovuk) June 8, 2023

The seasonal pilot aims to free up the advisers to take urgent calls on other lines and deal with customer correspondence regarding other matters.

Then, when the self-assessment helpline reopens on September 4, Brits will be able to reach the team via calls in the five months running up to the self-assessment deadline, which is on January 31, 2024.

Talking about the new pilot scheme, the deputy chief executive and second permanent secretary at HMRC, Angela MacDonald, said: “We continually review our services to see how they can best serve the public and we are taking steps to improve them.

“A seasonal SA (self-assessment) helpline will make more of our expert advisers available where they are most needed during the summer months. Our online services, including the HMRC app, are quick and easy to use and have been significantly improved. I urge customers to explore these fully before deciding to wait to speak to us on the phone.”

HMRC has previously said that the self-assessment helpline receives far fewer calls over the summer, with calls around 50% higher between January and April compared with June to August.

The new model comes as HMRC figures show that the number of people filing self-assessment returns on the first day of the new tax year has more than doubled since 2018.

More than 77,500 people submitted their tax return for the 2022-23 tax year on April 6, 2023 – the first day of the new tax year – compared with nearly 37,000 on April 6, 2018.

Myrtle Lloyd, HMRC’s director general for customer services, said: “Filing your self-assessment early means you can spend more time building your business or doing the things that you enjoy and less time worrying about completing your tax return.”