HMRC Self-Assessment Helpline
Debate between Sarah Dines and Nigel Huddleston(9 months ago)
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Nigel Huddleston
As I outlined a few moments ago, I think we can all appreciate that in order to serve customers, and particularly those who most need support, we need to ensure that those who do not need to go online have alternative channels—by the way, the customer service levels are higher in online channels—and the use of the app, which I encourage all individuals to use. Those who can go online will find a very effective and efficient service, so this is absolutely the right strategy and one that I completely and utterly support. We have also previously had a trial closure of the lines, and the report released yesterday showed that it worked quite well.
The hon. Gentleman also asked about redeployment. HMRC is proactive in notifying people who, for example, do not need to provide a self-assessment form. I think more than 1 million people were notified last year that they did not need to do so. Following other changes in Government policy, we have also communicated that those on high incomes—up to £150,000, for example—but do not have complex tax affairs do not need to provide a self-assessment return. There is a broad package going on here to enhance and improve customer service, but we recognise that many people like and would prefer a telephone service.
Miss Sarah Dines (Derbyshire Dales) (Con)
Despite extensive Government investment in rural broadband in my constituency, there remains a lack of connectivity, with small businesses, the elderly and the vulnerable still having difficulty going fully online. What can the Minister do to ensure that nobody will be left behind in Derbyshire Dales?
Nigel Huddleston
My hon. Friend makes the really important point that there are still people in this country, including in her constituency, who are not digitally aware or who are digitally excluded for a variety of reasons. That is why an important part of our strategy is to ensure that those who are digitally excluded, and those who are vulnerable or have particularly complex affairs, can always reach a human being.