Woman using mobile phone sat next to Christmas tree
Getting help from HMRC over Christmas and into the New Year

On 11 December, HMRC started a period of restrictions to their Self-Assessment (0300 200 3310) and agent helplines which will run until the end of January. During this period, these lines will only accept ‘complex’ queries. While most employees seeking help are likely to be using the Income Tax enquiry line (0300 200 3300) - which is not currently subject to such restrictions - it is likely that this line will also be under increased pressure as a result of the limitations. 

HMRC is very keen to encourage taxpayers to use their online services wherever possible, as this is the most cost-efficient approach for them. Where services are available and work, they can be time-efficient for taxpayers, as helpline waiting times can often exceed 30 minutes.

To help your staff over the Christmas period, you might want to share this list of other routes to access HMRC support.

HMRC’s App

HMRC’s app allows users to check a range of details about their tax affairs including their:

  • Tax code
  • National Insurance number
  • Income and benefits
  • Employment and income history from the previous five years
  • State pension details

It is also possible to update your name and address details via the app.

Details on how to find the app are available on GOV.UK. To use the app, the individual will need to already have, or be able to set up, a Government Gateway, and verify their identity online.

Webchat

In addition to phone lines, HMRC also has a webchat facility for PAYE queries. This initially provides answers using an automated chatbot, so is more of a signposting offer to start with. However, it is possible to reach a HMRC adviser if you are prepared to wait and you have a more complex query. It may be necessary to ask the ‘bot’ if you can speak to an adviser – but be aware it will block queries which it thinks can be resolved online.

X (formerly Twitter)

HMRC has a range of accounts on X (formerly Twitter). While @HMRCgovuk is the ‘official’ corporate account for HMRC, @HMRCcustomers is able to offer general advice and support about where to find help. This is not an appropriate route for detailed queries, as staff can’t access individual taxpayer records. You should also avoid sharing confidential information on social media, in particular any tax references such as your NINO or UTR.

Community Forums

HMRC’s Community Forum is a public forum where taxpayers can ask questions about a range of tax issues, from national insurance to tax credits and general personal tax queries. Before asking your own question, you can search through the forum to see if the question has been asked and answered previously.

Technical HMRC online services

If you are struggling to use any of HMRC’s online services, then there is a separate webchat facility and phone line to get assistance with IT related problems, including forgotten passwords.

For anyone who receives an error message, or has problems verifying their identify or logging into the HMRC app or any other service, then another route to get assistance is to look for the ‘Get help’ or ‘Is there anything wrong with this page’ links which should be at the bottom of the page in the online service. The advantage of asking for help in this way, is that HMRC staff can see the point in the process at which the problem arose, which gives them a better chance of helping you.

Extra support

HMRC also offers extra support for those who may struggle to talk to them either because of ill health, abuse or mental or physical conditions. The full list of option is available on GOV.UK.

 

This article reflects the position at the date of publication (19 December 2023). If you are reading this at a later date you are advised to check that that position has not changed in the time since.   

We regularly publish articles on a range of tax and wider topical issues which affect employers. If you wish to subscribe to our monthly Employer Focus e-newsletter, please contact us.