Welcome to our new apprentices
November 8, 2023
A trial to redirect Self Assessment queries from the helpline to HMRC’s digital services will run between 12 June and 4 September 2023.
HM Revenue and Customs (HMRC) will pilot a new seasonal model for the Self Assessment (SA) helpline, to prioritise helping those with urgent queries.
For 3 months from 12 June 2023, HMRC will trial directing SA queries from the helpline to the department’s digital services, including its online guidance, digital assistant and webchat.
This will free up 350 advisers (full-time equivalent) to take urgent calls on other lines and answer customer correspondence. 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 SA customers use HMRC’s online services, with 97% filing online.
The helpline will re-open on 4 September 2023 so customers can receive expert support in the 5 months running up to the SA deadline on 31 January 2024.