As per HMRC
"Our helplines are currently closed due to a technical issue, which we're urgently working to resolve. We apologise to customers and advise them to try calling us later. Our digital services remain available."
HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"
HMRC has recently been in the spotlight for all the wrong reasons. In a move that can only be described as a spectacular display of poor judgement, HMRC announced plans to make permanent cuts to its helplines, only to retract the proposal less than 24 hours later. This incident not only exposes a worrying lack of foresight within the organization but also raises serious concerns about its commitment to serving taxpayers.
A Reckless Proposal
The initial decision to cut helplines was nothing short of reckless. It demonstrated a complete disregard for the needs of taxpayers, particularly those who are less tech-savvy or grappling with complex tax issues. The backlash was immediate and intense, and rightly so. Yet, the speed at which HMRC backtracked on its decision suggests that they were woefully unprepared for the consequences of their actions.
A Damning U-Turn
The swift U-turn, while necessary, is a damning indictment of HMRC's decision-making process. It paints a picture of an organisation that is out of touch with the needs of its constituents and incapable of strategic planning. This incident has done significant damage to HMRC's credibility and has left many taxpayers questioning whether they can trust the organisation to make sound decisions in the future.
A Missed Opportunity
Instead of using this incident as an opportunity to reassess its approach and improve its services, HMRC has chosen to simply revert to the status quo. This is a missed opportunity. HMRC should be investing in its helplines, improving the quality of support provided, and ensuring that all taxpayers have access to the help they need.
Conclusion
HMRC's helpline cuts debacle is a stark reminder of the importance of effective decision-making within public organisations. It's clear that HMRC needs to do better. It needs to demonstrate that it understands the needs of taxpayers and is committed to providing them with the support they require. Anything less is simply unacceptable.
HMRC is being run by useless wankers!
Tax does have to be taxing.
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HMRC has announced permanent cuts to its helpline services. While the department claims these changes are part of modernisation efforts, they raise significant concerns for taxpayers and professionals alike.
1. Self Assessment Phoneline Closure
The decision to permanently close the self assessment phoneline between April and September is a perplexing one. During these crucial months, taxpayers often seek assistance with complex queries related to their self assessment. By directing them solely to online services, HMRC risks leaving many in the lurch. Not everyone is comfortable navigating digital platforms, and the closure of the phoneline may exacerbate confusion and frustration.
2. VAT and PAYE Helpline Cuts
The permanent closure of the VAT helpline is particularly troubling. Businesses rely on this service for timely advice on VAT registration, compliance, and other critical matters. The abruptness of the closure—only five days' notice—shows a lack of consideration for taxpayers and agents. Furthermore, limiting the helpline to just five days a month adds unnecessary pressure during peak filing periods.
Similarly, the PAYE helpline's refusal to handle refund-related calls is baffling. Refunds are a fundamental aspect of tax administration, and taxpayers should be able to seek clarification without hurdles. Redirecting them to online resources may not always suffice, especially when specific scenarios require personalized assistance.
3. Lack of Transparency
HMRC's decision-making process lacks transparency. The inconclusive evaluation of the trial closure of the self assessment helpline during the summer months raises questions. Why make permanent changes without a thorough assessment of their impact?
Taxpayers deserve clarity on how these decisions were reached and what evidence supports them.
4. Impact on Accessibility
While HMRC emphasises self-service through online channels, it must recognise that not everyone has equal access. Some taxpayers lack reliable internet connectivity or struggle with digital literacy. The closure of helplines disproportionately affects vulnerable groups, including the elderly and those with limited technological resources.
5. Professional Concerns
Tax professionals, including the ICAEW Senior Technical Manager Caroline Miskin and CIOT President Gary Ashford, have expressed reservations. The VAT helpline closure may lead to high demand, long waiting times, and potential errors. HMRC's ability to provide adequate support is now in question.
Caroline Miskin:
“While HMRC has evaluated the trial to close the self assessment helpline during the summer months, it doesn’t plan to formally review it any further, even though the impact of this move on the accuracy of returns won’t be clear for some time.
Since restricting the self assessment helpline, HMRC has been quick to promote the fact that a record number of taxpayers met the self assessment deadline. However, more people also missed the deadline and some online services require significant improvement.”
CIOT president Gary Ashford:
“We are deeply dismayed that, so soon after the criticisms levelled at them by the Public Accounts Committee, and in the light of an inconclusive evaluation, HMRC have decided to make these big, permanent cuts to the help they provide to taxpayers. If last year’s announcement of the summer closure of the Self-Assessment helpline was a ‘flashing indicator’ that HMRC can’t cope, today’s announcements are a blinding light.
HMRC’s own evaluation of both the closure of the helpline in summer 2023, and the helpline restrictions during the 2024 self-assessment peak, concluded that it is too early to say if there has been a long-term shift from phone contact to online self-service. Yet HMRC have decided to go ahead anyway."
Conclusion
HMRC's helpline cuts risk alienating taxpayers and undermining the department's core mission—to serve the public effectively. While modernisation is essential, it should not come at the expense of accessibility and quality service. Taxpayers deserve better, and HMRC must reevaluate its approach to helpline services.
Tax does have to be taxing.
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As the deadline for submitting tax returns hurtles towards us, good luck to those attempting to contact HMRC by phone; as it is utter chaos (as usual!).
The Mail reports that eg during one call, the customer service operator said he was working from home. He told me:
“I’m upstairs, but will pass you down to my wife who is in the dining room and who works on tax codes.”
Another call was put on hold, the terminated, as the HMRC employee had to attend to her crying baby.
This chaos is down to several factors including, but not limited to, the following:
-staff are working from home
-experienced staff have left, and those manning the phones are of lower grades
-the IT systems, that are meant to reduce the need for calls are not up to scratch (am I right in thinking Fujitsu still have their tentacles in some of these systems?) etc.
HMRC will no doubt be forced to extend the deadline this year, as it is clear they are not up to the job of helping people resolve their tax queries on time!
Tax does have to be taxing.
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Starting December 11 (until 31 January), HMRC will be implementing a new screening process for calls to its self-assessment helpline and Agent Dedicated Line. Only calls deemed "priority" will be answered directly, while others will be directed to online resources or left on hold for an unspecified period. This decision has raised eyebrows and prompted worries about accessibility and customer service.
Proponents of the new approach argue that it aims to streamline the support process, ensuring that only those with pressing concerns receive immediate attention. They claim that this will free up agents to focus on more complex issues, improving overall efficiency.
However, critics of the move cite accessibility concerns. They argue that many taxpayers, particularly those with limited digital literacy or those facing time constraints, may not be able to effectively navigate online resources. Additionally, lengthy hold times could lead to frustration, anxiety, and potential compliance issues.
The temporary closure of the self-assessment phone line this summer further heightened concerns. While HMRC attributed this closure to resource limitations, it reinforced the notion that taxpayers may face barriers in accessing the support they need.
The move to restrict HMRC's helplines raises a critical question: are we moving towards a more efficient and streamlined service, or are we creating a system that alienates and disadvantages taxpayers?
Needless to say this action is not in the best interests of the taxpayers!
HMRC have just asked if a client will phone them about her self assessment tax affairs. When I pointed out the Helpline is closed I was told my client would have to "chat" to HMRC on the HMRC website.#mumbojumbo #UK #thirdworldcountry
— Stuart Jones (@StuartJones) July 6, 2023
HM Revenue and Customs (HMRC) has been accused of a "failure of leadership" after it announced that it would be closing one of its self-assessment phone lines for three months over the summer. The helpline, which receives more than five million calls from taxpayers each year, will be closed from June 12 to September 1.
In a letter to the Treasury Committee, HMRC said that the closure was necessary to deploy 350 advisers elsewhere in the organization. However, the committee's chair, Harriett Baldwin, said that she was "disappointed by the lack of detail and transparency" displayed by HMRC in response to her questions about the closure.
"There is clearly a lack of clarity over the impact this decision will have on taxpayers," Baldwin said. "I am also concerned that HMRC did not consult third parties on the impact of the closure before making the decision."
The closure of the helpline has been met with widespread criticism from taxpayers and tax professionals. The Chartered Institute of Taxation said that the decision was "short-sighted" and "will cause significant disruption" to taxpayers.
The Federation of Small Businesses (FSB) said that the closure would be "a major blow" to small businesses, who rely on the helpline for support with their tax affairs.
"This is a clear example of HMRC failing to put taxpayers first," said FSB National Chairman Mike Cherry. "The closure of this helpline will make it much harder for small businesses to get the help they need when it comes to their taxes."
HMRC has defended the closure of the helpline, saying that it is necessary to ensure that the organization is "efficient and effective". However, the decision has raised serious questions about the leadership of HMRC and its commitment to providing taxpayers with the support they need.
The closure is a clear sign of failure of leadership and that it will cause significant disruption to taxpayers.
HMRC needs to reconsider its decision and to reopen the helpline as soon as possible. The government needs to hold HMRC to account for its poor decision-making.
This is a clear example of HMRC putting its own interests ahead of those of taxpayers, it is unacceptable and must be stopped.
Tax does have to be taxing.
The construction industry's army of self-employed workers have been left stranded after HM Revenue and Customs (HMRC) closed its self-assessment helpline for 12 weeks.
The helpline, which is normally open from 8am to 6pm Monday to Friday, was shut down on June 12 and will not reopen until September 4. This means that self-employed construction workers who need help with their tax returns or other queries will have to go without support for the next three months.
This has caused widespread anger and frustration among self-employed construction workers, who say that the closure of the helpline is a major inconvenience and could lead to mistakes being made on their tax returns.
"This is a complete disaster," said one self-employed construction worker. "I've been trying to get through to HMRC for weeks, but I can't get through. I need help with my tax return, but I don't know what to do."
Another self-employed construction worker said: "I'm really worried about making a mistake on my tax return. I've never done one before, and I don't know what I'm doing. I wish the helpline was still open so that I could get some help."
HMRC has defended the closure of the helpline, saying that it is necessary to free up staff to deal with more urgent cases. However, self-employed construction workers are not convinced.
"This is just a way for HMRC to save money," said one worker. "They don't care about us. They just want to make our lives as difficult as possible."
The closure of the helpline is the latest in a series of problems that have faced self-employed construction workers in recent years. In 2019, HMRC introduced a new online tax return system that was plagued with problems. Many self-employed workers were unable to file their tax returns on time, and some were even threatened with penalties.
The closure of the helpline is another blow to self-employed construction workers, who are already facing a number of challenges, including rising costs and a shortage of skilled workers.
"This is just another way for the government to make life harder for us," said one worker. "We're already struggling, and now this. It's just not fair."
The closure of the helpline is a major inconvenience for self-employed construction workers, and it is likely to lead to mistakes being made on tax returns. It is also another sign of the government's neglect of the self-employed sector.
Tax does have to be taxing.
HMRC has announced that it will close its self assessment helpline and be trialling a seasonal model for the self assessment helpline, where queries will be redirected to digital services – such as online guidance, digital assistant and webchat – from 12 June until 4 September.
The sudden closure decision was taken with no prior consultation and gives taxpayers only four days’ warning.
The tax department explained that the “seasonal model” will free up
350 full-time equivalent HMRC advisers to answer calls and taxpayer
correspondence in other areas, and this will enable the advisers to
answer 6,600 calls each day.
HMRC is closing its VAT registration helpline on Monday, May 22, 2023. The helpline was a subsidiary of the main VAT helpline and was dedicated specifically to helping taxpayers who had a concern around their VAT registration application. Advisers from this helpline will be redeployed to spend their entire time processing VAT registration applications instead of answering calls through the helpline.
HMRC says the decision to close the helpline was made after a review of taxpayer service offerings. The agency says it is committed to being responsive to taxpayer needs and to ensuring that its business model represents the best possible value for money for the taxpayer.
HMRC says taxpayers who have a concern around their VAT registration application can still get help by contacting the main VAT helpline on 0300 200 3701.
This is of course a load of old wank.
Agents were originally told in an email from HMRC that the service will close on 22 May 2024. As such people have been given just 5 days notice!
This is yet another example of HMRC talking bollocks wrt caring about handling taxpayer queries!
Tax does have to be taxing.
Jim Harra confirmed to agents on Wednesday the closure of VAT and corporation tax helplines across three Fridays in February and March, giving the HMRC staff time to work through the backlog of post.
The decision to close these phone helplines comes shortly after a successful ‘test and learn’ closure of these lines in December. Harra explained that the dedicated time to focus on post had enabled the department to clear more than 4,000 additional pieces of post each day.
He said:
“We saw an increased productivity rate among colleagues, above our initial planning assumptions, who were able to focus on the task without stopping mid-way through to take a phone call.”
The VAT and corporation tax phone helplines will be closed on Fridays from 25 February until 25 March, although the VAT line will be open on the 4 March to cater for the month-end deadline.
When the phone lines were shuttered in December, HMRC received around 2,500 extra calls over the three Mondays after the Friday closures. Harra, though, said the department was still able to offer an “acceptable level of service”.
As per HMRC:
“We are temporarily closing two specialist phone lines on Fridays so we can work through our stocks of post more quickly to help us return to pre-pandemic service levels in these critical areas of work.
Temporarily closing these two phone lines was trialled in December and helped us clear more than 4,000 extra pieces of post on each day they were closed.
We understand the frustrations of customers and agents who are waiting for HMRC to get to their individual enquiry, we’re sorry that we can’t get to everyone more quickly and thank them for bearing with us.”
As I have noted before, if you want to get HMRC to action a long outstanding matter, contact your MP. There is a dedicated team (the Ministerial Correspondence Team) and email address within HMRC that deal with queries raised by MPs.
Rebecca Cave is none too impressed with HMRC's help facilities for agents.
Tax agents are finding the HMRC agent helpline is not answering their questions and the HMRC twitter account doesn’t understand basic points.
She notes that if you do get through to one of the HMRC helplines, record what was said and by whom.
This evidence could be vital should
the issue ever get as far as the tax tribunal, so record and preserve
the question and the answer in a form you can access in years to come.
Tax does have to be taxing.
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Having a Solar Protect Tax Investigation Insurance policy at your disposal means that should you be one of the many 1000's of businesses or individuals that are selected by HMRC each year to look into your tax affairs your own accountant (your tax return agent) can get on and defend you robustly.
You have the peace of mind knowing that your accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.
Tax Investigation Insurance is an insurance policy that will fully
reimburse your accountants (your tax return agent) fees up to £100,000
if you are subject to enquiry by or dispute with HMRC.
A Solar Protect policy will enable your Accountant (your tax return agent) to:
