HMRC pilots text system trialled to cut waiting times

A direct website link will be sent by text to some people with routine HMRC enquiries such as those who want to find their reference number or reset a password.

HMRC is estimating that it will receive 170,000 calls with simple questions before the 31st January self-assessment tax return deadline. The pilot scheme began on 19th January and will continue until the start of April, with HMRC hoping it will free up call handlers to look after more complex enquiries.

At the start of January, 5.7 million people had still to complete tax self-assessments, but many have been left frustrated by long waits on HMRC’s phonelines when seeking help.

How HMRC’s text service works

An automated text answer will be triggered depending on a customer's reason for calling HMRC. Among the general enquiries that will be answered with a text and a website link will include:

• Registering for HMRC online services
• Finding a Unique Tracking Taxpayer Reference (UTR) number
• Resetting a lost or forgotten online service password or user ID

Those calling HMRC will also have the option to receive an online link or speak to someone to deal with other enquiries such as help with a tax return, lost national insurance (NI) numbers, and requests for an income and employment history.

Richard West, HMRC Director of Personal Tax Operations, said: “Redirecting these sorts of queries to online services should help customers find the answer more quickly.

“It also means calls from customers during the current Self-Assessment peak, whose questions cannot easily be answered online and require help from an adviser, gets the appropriate support they need.”

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Date published 23 Jan 2023