HM Income & Customs (HMRC) has mentioned it’ll pilot a brand new “seasonal mannequin” for the self-assessment helpline, to assist unlock its telephone strains to assist folks with pressing queries.
For 3 months from June 12, HMRC will trial directing self-assessment queries from the helpline to the division’s digital companies, together with its on-line steerage, digital assistant and webchat.
It mentioned it will assist to unlock advisers to take pressing calls on different strains and reply buyer correspondence.
The overwhelming majority of self-assessment prospects use HMRC’s on-line companies, with 97% submitting on-line, the income physique mentioned.
A seasonal SA (self-assessment) helpline will make extra of our knowledgeable advisers out there the place they’re most wanted in the course of the summer season months
Angela MacDonald, HMRC
The helpline will reopen on September 4, it mentioned, so folks can obtain knowledgeable help within the 5 months operating as much as the self-assessment deadline on January 31 2024.
HMRC mentioned 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.
Considerations have beforehand been raised about folks struggling to get via to HMRC when telephone strains are busy.
Angela MacDonald, deputy chief govt and second everlasting secretary at HMRC, mentioned: “We frequently overview our companies to see how they’ll finest serve the general public and we’re taking steps to enhance them.
“A seasonal SA (self-assessment) helpline will make extra of our knowledgeable advisers out there the place they’re most wanted in the course of the summer season months.
“Our on-line companies, together with the HMRC app, are fast and straightforward to make use of and have been considerably improved. I urge prospects to discover these totally earlier than deciding to attend to talk to us on the telephone.”
