HMRC Self-assessment Helpline

Lord Watts Excerpts

Tuesday 26th March 2024 Lords Chamber

[Baroness Vere of Norbiton (Con)]

The helplines that would have closed relate to VAT and PAYE and self-assessment. HMRC is putting in various digital solutions to ensure that people can access A1 forms as quickly as possible and, as with all other forms of tax, accessing online is quicker, can be more convenient and certainly offers the best value for money for the taxpayer.

[Lord Watts (Lab)]

My Lords, is it not the case that the people who carried out this assessment are the same people who have been failing the public for many years? Who carried that assessment out? Does the Minister understand that many people who try to contact the tax office do so after they have failed to get through or get any answers from the online service?

[Baroness Vere of Norbiton (Con)]

I accept that that can be the case. There is a digital assistant in the first instance, which is like a chatbot which can help with very simple inquiries; then it goes on to web chat; and then if the person on the other end of the web chat says that they cannot help, of course one is then able to phone HMRC. HMRC monitors all its channels for levels of confidence, levels of access, emotional state, mental health capability, comprehension and disability, and those people are referred to the extra support service team.