Reduced HMRC phone services - are you set up for online services?

HMRC announced yesterday permanent changes to their self assessment, PAYE and VAT helplines, forcing a shift to more use of online services. 

The changes being made are:

• Self assessment

  • the service will only run from 1‌‌‌ ‌‌October to 31‌‌‌ ‌‌January each year for customers who need help with their tax return or to make a payment. 

  • During February and March the helpline will be available to customers with queries about penalties and appeals.

  • From 8‌‌‌ ‌‌April 2024 to 30‌‌‌ ‌‌September 2024 the helpline will be closed and taxpayers directed to online services and webchat.

• PAYE

  • will no longer handle calls about PAYE refunds.

  • Customers and agents will be directed to the online service.

• VAT

  • will only be open for five days every month ahead of the deadline for filing VAT returns – outside of this time, customers will again be directed to use HMRC’s online services.

For businesses and individuals without an agent, this move will make it more difficult than ever to get guidance from HMRC with the emphasis being on using the online tools and webchat. So now is the time to get your HMRC online account and App activated so you have access to the online services.

As accountants we have access to an agent dedicated helpline where we can speak to HMRC about our clients where we have agent authority in place and there are currently no plans to change this.

HMRC have said that taxpayers who need extra support, either because they cannot use online services, or if they have a health condition or disability, will be asked to call a separate number to access specialist support but there are no further details on how this will be accessed yet.

In summary, it’s more important than ever to ensure you have access to your online services so get set up today if you’re not already.