Last updated: 25 Mar 2024 11:00 Posted in:
HMRC announced it was putting on hold the proposed temporary closure to its helpline services barely 24 hours after announcing the move.
On Tuesday 19 March, HMRC said its self assessment phoneline would close between April and September this year, with permanent cuts being made to both the PAYE and VAT helplines.
But on Wednesday 20 March it announced a U-turn “in direct response to the immediate feedback”. At the same time it pledged to engage with stakeholders about how to ensure all taxpayers’ needs – including small businesses – are met as HMRC shifts more people to online self-service in the longer term.
This means the phone lines for Self Assessment, VAT and PAYE will remain open between April and September 2024.
HMRC’s CEO Jim Harra said: “Making best use of online services allows HMRC to help more taxpayers and get the most out of every pound of taxpayers’ money by boosting productivity.
“Our helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.
“However, the pace of this change needs to match the public appetite for managing their tax affairs online. We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”
AIA's Director of Operations, David Potts commented "It is encouraging that HMRC has listened to feedback from the profession and halted plans to make permanent cuts to its helplines. Although digital services are key to delivery, it's important to ensure HMRC can serve all taxpayers effectively."
"It is encouraging that HMRC has listened to feedback from the profession and halted plans to make permanent cuts to its helplines. Although digital services are key to delivery, it's important to ensure HMRC can serve all taxpayers effectively."
David Potts, Director of Operations, AIA