Concerns raised about ‘short notice’ of self-assessment helpline changes

The pinnacle of a strong committee of MPs has raised issues a few determination to shut off the principle self-assessment helpline over the summer season.

HM Income & Customs (HMRC) introduced final week that it’ll pilot a brand new “seasonal mannequin” for the helpline, to assist release advisers to reply pressing calls on different strains and reply buyer correspondence.

HMRC will trial directing self-assessment queries from the helpline to the division’s digital providers, together with its on-line steering, digital assistant and webchat.

The helpline will reopen on September 4 2023 so individuals can obtain skilled assist within the 5 months main as much as the self-assessment deadline on January 31 2024.

Harriett Baldwin, chairwoman of the Treasury Committee, has written to HMRC to ask a number of questions, together with whether or not the transfer has been prompted by staffing points within the division, or backlogs or points in different areas.

She has additionally requested whether or not the closure of the helpline is expounded to HMRC’s homeworking coverage, in addition to what contingency preparations are in place ought to taxpayer detriment be better than anticipated throughout the trial.

HMRC has beforehand mentioned that the self-assessment helpline receives far fewer calls over the summer season, with calls round 50% greater between January and April in contrast with June to August.

Commenting on the correspondence, Ms Baldwin mentioned: “Given the possibly vital affect closing the self-assessment helpline might have on taxpayers, we’re on the lookout for clarification that HMRC has totally thought of the prices and advantages of this determination.

“There are additionally issues across the brief discover with which this was introduced. HMRC have to be open, upfront and clear when making choices which may affect so many people.”