HMRC Self-assessment Helpline

Baroness Ritchie of Downpatrick Excerpts

Tuesday 26th March 2024 Lords Chamber

[Baroness Ritchie of Downpatrick (Lab)]

My Lords, the media reports yesterday said that people who are unable to get online will still get assistance from staff during office hours, although it is not immediately clear how that will work. Given that more than 12 million people are required to complete self-assessment forms every year, maybe the Minister could advise your Lordships’ House about the discussions that have taken place with HMRC to facilitate all the people requiring self-assessment, particularly those who do not have online access and who need, by law, to complete such forms.

[Baroness Vere of Norbiton (Con)]

I am incredibly happy to do that. Of the self-assessment tax returns that were submitted on time, 97% were done online, so just 3% were not. HMRC has an entire focus on the 120,000 people who are vulnerable or digitally excluded. It is those people whom HMRC wishes to target its resources on. Some 3 million calls were received last year, which took 500 full-time equivalents an entire year to answer. Those calls were people phoning up to ask how to change their password, how to get their tax code, or what their national insurance number was. That can be done online. Those who can access the online services really must do.