HM Revenue and Customs has decided to put planned helpline closures on hold after less than a day of making the announcement.
The original announcement meant that the self-assessment helpline would close between the 8th of April and the 30th of September 2024 and then reopen between October and March to deal with priority queries.
The VAT and PAYE helplines were also affected by the changes, with customers set to be redirected to HMRC’s online services.
The news was met with widespread criticism from tax experts and MPs, as well as the self-employed sector.
These plans have now been put on pause with HMRC chief executive Jim Harra saying: “We’ve listened to the feedback and we’re halting the helpline changes as we recognise more needs to be done to ensure all taxpayers’ needs are met, whilst also encouraging them to transition to online services.”
Need help deciding between Limited or Umbrella? We are happy to help- give Sophie a call on 01442 795 100 or email sophie.lewis@dolanaccountancy.com
Responding to the recent announcement, Tina McKenzie, Policy Chair, Federation of Small Businesses (FSB), said, “Small businesses will definitely be relieved that the drastic reduction in HMRC’s helpline opening hours has been paused. We are very glad that HMRC has listened to the chorus of dismay which greeted its initial announcement.
“While online services are a key part of the communications mix for the tax authority, sometimes there’s just no substitute for a real human on the end of a phone line who can listen, engage, and help untangle issues.
“We want to see HMRC investing in its helplines, to cut waiting times and ensure that small business owners with urgent tax queries can get through with minimal fuss to someone who can help.
“Before phone line cuts are considered, HMRC needs to build capacity in its digital services, as if those are improved – with real people online to offer help instead of chatbots – many small firms like to interact with the tax authority this way, as it can be more flexible and available out of hours.”
To find out more about contracting please contact Jaime on 01442 795 100 or email jaime.thorpe@dolanaccountancy.com.
Trusted by over 1,000 contractors |