Swift HMRC U-turn on self-assessment helpline closure!

eskbanker

Yesterday they announced closure of the helpline between April and September:

https://www.gov.uk/government/news/hmrc-encourages-customers-to-interact-online-with-changes-to-its-self-assessment-paye-and-vat-services
https://www.moneysavingexpert.com/news/2024/03/hmrc-self-assessment-phonelines/

and today that's been reversed "in response to the feedback while it engages with its stakeholders about how to ensure all taxpayers’ needs":

https://www.gov.uk/government/news/hmrc-helpline-changes-halted

If only it was possible to engage with stakeholders before making announcements.... 🙄

mebu60

Meanwhile they will continue to diminish capacity for answering phone calls thereby 'encouraging' said stakeholders to seek answers online, many of whom will be calling because they couldn't do what they were trying to do online. 

cymruchris

It did sound like one of the dumbest ideas I'd heard for a while (excluding anything the current government puts out) - and as much as they want us all to do everything online, and I'm sure that day will come, they are not ready by a country mile to close the lines for half a year at a time. 

My limited experience with contacting HMRC last year requesting an overpayment in tax back was a drama in itself. Call wait times were over 30 minutes (when you could actually get through) and then after discussing in detail the reason for the request, to be told no you aren't owed anything, to then speaking to someone more senior and being told the same, and then writing a letter to again be told you aren't owed anything, to then making a complaint where a specialist took over and said 'Oh yes we owe you money - let me arrange to get that paid back'. Some people would have given up long before I did.

As people's tax affairs become more nuanced and sometimes complicated, with the onus on us to complete everything correctly through self-assessment, the tools to enable us to do so need to be available to cover as many circumstances as possible, and where they're not, have a helpline available.

Cutting the line sounded a daft idea from the start, so I'm glad they've reversed it, although they'll likely try again a year or two down the line, by which time their online resources might have improved. (Although I'm not holding out much hope).

sheramber

Them at the top have no idea what goes on on the ground. 

They come up with great ideas on paper without considering the wider consequences.