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ACCA has raised concerns about HMRC’s launch of a self-assessment trial which is planned for three months from 12 June, but states it is “pleased” that the authority is looking at all options to tackle the current poor performance.
The association voiced concerns that there is tension between HMRC urging taxpayers to file their self-assessment tax returns early and closing one of the mechanisms for getting a resolution to complex queries, citing the January rush as a “big part” of why the self-assessment helpline gets more calls in January to April than from June to August.
HMRC will trial directing self-assessment queries from the helpline to the department’s digital services, including its online guidance, digital assistant and webchat with the aim to free up the equivalent of 350 full-time advisers to take urgent calls on other lines and answer customer correspondence.
According to the government department, if focused on urgent calls, these advisers will answer around 6,600 each day, ensuring more customers who really need to speak to an adviser can do so.
The vast majority of self-assessment customers reportedly use HMRC’s online services, with 97% filing online.
The helpline will re-open on 4 September 2023 to allow customers to receive expert support in the five months running up to the self-assessment deadline on 31 January 2024.
Glenn Collins, head of technical and strategic engagement at ACCA UK, said: “It is good to see HMRC being flexible and adaptable in trying to deal with the most urgent queries, although taxpayers should be told of alternatives with the helpline shut.
“It’s all very well picking the lowest demand point to force people onto a platform which many aren’t comfortable with, but not if you’re going to try to increase demand by encouraging early filing at the same time.”
He added: “HMRC will not be able to effectively measure the change in behaviour, as the alternative has been removed. What HMRC should be focusing on is the proportion of queries settled in one interaction, this is not currently good enough and the fear is that this may get worse.”
