HMRC prioritise calls to Self-Assessment helpline and Agent Dedicated Line

HMRC have announced that calls to the Self-Assessment helpline and the Agent Dedicated Line will be screened and prioritised from 11 December until 31 January. The aim is to free up HMRC staff to help those calling with issues that cannot be resolved by other means.

What calls are being prioritised?

Taxpayers and agents calling about Self-Assessment payments and repayments, as well as queries about completing and filing tax returns will be encouraged to use online services, but should be able to progress through to speak to an adviser should they choose to remain on the phone.

Taxpayers who are unable to use digital services or need extra support should still be able to speak to an adviser, and HMRC are confident they will be able to identify these callers as part of the call screening process.

What issues will be referred elsewhere?

Anyone calling with a question that can be answered online will be redirected to digital services.

For instance, last year HMRC say they had three million calls from taxpayers wanting to reset their online password, get a copy of their tax code and find their National Insurance number. These issues can be resolved online, so calls of this nature will be diverted to online services instead.

What alternatives are available?

The online services callers will be directed to are expected to include relevant guidance and support on GOV.UK, combined with HMRC’s automated digital assistant.

Anyone needing more bespoke online support will still be able to use HMRC’s Webchat facility, allowing them to ‘chat’ digitally with HMRC staff, who have the capabilities as their telephone advisers.