HMRC halts helpline changes

HMRC has today (20 March) announced that it is halting the previously announced changes to its services while the department engages with stakeholders. 

Yesterday (19 March) HMRC had decided to close its helpline services between April and September to encourage customers to carry out their transactions online wherever possible.  

Other changes announced included the VAT helpline opening for five days every month ahead of the deadline for filing VAT returns, and the PAYE helpline no longer taking calls from customers relating to refunds. 

But following feedback, all the changes have been halted and so far the phone lines will remain open from April to September. 

HMRC will continue to stress the importance for customers to access information online or, alternatively, through the app. 

HMRC chief executive Jim Harra said: “Making best use of online services allows HMRC to help more taxpayers and get the most out of every pound of taxpayers’ money by boosting productivity. Our helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs.

“However the pace of this change needs to match the public appetite for managing their tax affairs online. 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.”