Helpline delays at HMRC

Posted on 20th December 2023 by Streets - Income Tax

HMRC’s self-assessment (SA) helpline will focus on priority queries from 11 December until 31 January. Whilst the helpline is focusing on priority calls in the run-up to the filing deadline, other enquiries will be directed to HMRC’s online digital services, including online guidance, digital assistant and webchat.

This move has been in place over the busy period running up to the self-assessment deadline on 31 January 2024. HMRC says that the helpline advisers will focus on answering priority self-assessment queries that cannot be easily dealt with online. In addition, the helpline will aim to support the small minority of taxpayers who require extra support or cannot engage with HMRC digitally.   

HMRC has reported that the vast majority of self-assessment taxpayers use HMRC’s online services, with 97% filing online. Examples of queries that can be resolved much quicker online include updating personal information, chasing the progress of a SA registration, ending SA registration, and checking a Unique Taxpayer Reference number.

Please call if you have any self-assessment queries that require assistance but cannot be resolved using HMRC's helplines.

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