A new SMS system is being trialled by HMRC in order to reduce call queues, with routine questions being answered by text message.
It launched on the 19th of January and will end on the 5th of April 2023.
Examples of the type of calls that will be answered by text message include: registering for HMRC online services, finding a UTR (Unique Tax Reference) number and resetting a lost or forgotten service password or user.
Richard West, HMRC director of personal tax operations, commented, “Redirecting these sorts of queries to online services should help customers find the answer more quickly.
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Email Jaime“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, get the appropriate support they need.”
“We are continuing to transform our digital services, increasing their capabilities so customers who self-serve can have their questions answered quickly, saving them time waiting on phone lines or for information to arrive in the post.
“Customers who cannot use digital services will be able to get support in the normal way. This is available through our telephony service and through our extra support team for those who have difficulty using our other services.”
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