HMRC makes cuts to helpline access permanent

Following a trial of reduced customer access to the self-assessment helpline during Summer 2023, and further changes in December 2023 and January 2024, HMRC has decided that the trial was a success. 

The changes are: 

• Self-assessment helpline 
• Line closed from 8th April to 30th September 2024 
• Webchat will be available throughout the year 
• A peak line with operate from 1st October 2024 to 31st January 2025 
• During February and March 2025, the helpline will be open to deal with penalties and appeals 
• VAT helpline 
• Open for five business days each month in the lead up to the VAT deadline 
• Webchat will be available throughout the year 
• PAYE helpline 
• Won’t deal with PAYE refunds, those queries are directed to online service, digital assistant and chat.
• Customers can make claims through the online service or app. 

Customers requiring extra support if they’re unable to use online services will be asked to call a specialist support number. The changes do not affect the Agent Dedicated Line. 

These changes are seen a crucial part of HMRC’s modernisation of the tax system, and attempts to improve the productivity of public services, as championed by the Chancellor in the recent Budget announcement. 

Angela MacDonald, HMRC’s Second Permanent Secretary and Deputy Chief Executive, stated: “We must maximise every pound of taxpayers’ money. Embracing online self-service allows us to help more customers and improve our customer service levels without spending additional public money.” 

HMRC has confirmed that it will continue to monitor the impact of the changes. 

Date published 19 Mar 2024

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