here we go again on our own

here we go again on our own

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Helpline changes 
The changes to the following helplines will be permanent from 8‌‌‌ ‌‌April 2024: 

Self Assessment helpline: the helpline will close from 8‌‌‌ ‌‌April 2024 to 30‌‌‌ ‌‌September 2024. If a customer calls the helpline during this time they will be signposted to our online services, tools and guidance. We will continue to provide our webchat service throughout the year, where customers will get support from advisers

 

SA peak helpline: service will run from 1‌‌‌ ‌‌October to 31‌‌‌ ‌‌January each year for customers who need help with their tax return or to make a payment. During February and March the helpline will be available to customers with queries about penalties and appeals

 

VAT helpline: there are monthly peaks which occur around the VAT filing deadline. The VAT helpline will open for 5 business days each month leading up to and including the VAT deadline. At other times VAT customers can use our webchat services to get support. This will improve service levels overall by concentrating our adviser resource at the point in time it’s most needed

PAYE helpline: will not handle calls about PAYE refunds. Customers and agents will be directed to our online service, the digital assistant and chat, where they will be able to check when they can expect to receive their payment. If a customer or an agent has not received their payment after 15 business days, they can use the digital assistant and go through to a webchat adviser if necessary. Customers will be able to make claims using our online service or the HMRC app. These changes will free up advisers to process customer payments and other correspondence more quickly

Replies (34)

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By Paul Crowley
19th Mar 2024 13:47

So it is true
HMRC have shut off all telephone assistance to taxpayers

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By Southwestbeancounter
19th Mar 2024 13:56

It's a disgrace and really is not acceptable!

Next they'll be advising their 'customers' to file early this year!! Grrr!!!!

We really shouldn't have to put up with this year after year!

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By AdamJones82
19th Mar 2024 13:59

What webchat advisors? You can never get through

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paddle steamer
By DJKL
19th Mar 2024 14:02

I don't know where I'm going
But, I sure know where I've been
Hanging on the promises in songs of yesterday
And I've made up my mind
I ain't wasting no more time
Though I keep searching for an answer
I never seem to find what I'm looking for
Oh Lord, I pray you give me strength to carry on

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Replying to DJKL:
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By Laurence52
19th Mar 2024 14:27

DJKL wrote:

I don't know where I'm going
But, I sure know where I've been
Hanging on the promises in songs of yesterday
And I've made up my mind
I ain't wasting no more time
Though I keep searching for an answer
I never seem to find what I'm looking for
Oh Lord, I pray you give me strength to carry on

Whitesnake "Here I Go Again"

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Replying to Laurence52:
paddle steamer
By DJKL
19th Mar 2024 14:34

Yep, the OP changed the chorus wording slightly in his/her title but pretty close. The verse actually in some way does describe the process of dealing with HMRC.

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Replying to DJKL:
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By rmillaree
19th Mar 2024 15:07

fist cd i ever owned that was - was waiting for the old timers to start singing

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Replying to rmillaree:
paddle steamer
By DJKL
19th Mar 2024 15:44

Cd, maybe, but what about first bit of vinyl.

The first I recall taking an interest in was Oklahoma, the Farmers and the Cowboys CAN be friends, plus my mum had bought two Beatles EPs circa 1963/64 that I listened to age 4-5, I can place it at that date as we were still living in West Linton where we only stayed until late 1965 and I recall the lift lid record player for some reason was perched on top of the upright piano and I had to clamber up to operate it (probably was there as an attempt to keep me away from it).

No idea who later grabbed the EPs , no doubt one of my older sisters as they were not in my dad's records when we had to clear them from his house (Would have made a strange companion for his Dvorak LPs)

Of course thinking about when albums were bought gets one into "High Fidelity" territory re how one ought/might sort a record collection.

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Replying to DJKL:
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By rmillaree
19th Mar 2024 16:52

Father Abraham in Smurfland ! - thought is was a cracking album at the time :) up there with the return of Bruno !

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Replying to DJKL:
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By accountaholic
20th Mar 2024 13:33

Can I backdate a claim for R & D relief for my effort to devise a technological solution to jumping records by sticking a coin to the top of the stylus arm?

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DougScott
By Dougscott
19th Mar 2024 15:19

Maybe this will increase business for accountants? It will certainly increase the number of taxpayers asking questions on this forum, that's for sure!

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Replying to Dougscott:
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By DKB-Sheffield
19th Mar 2024 15:26

Maybe that is what HMRC mean by "signposted to our online services". Perhaps they are looking to buy out AWeb.

In truth... posters do tend to get a quicker, and more appropriate response on here... even if that appropriate response is to contact an accountant/ tax adviser!

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Replying to DKB-Sheffield:
paddle steamer
By DJKL
19th Mar 2024 15:46

Well if they are I would suggest they buy the business not the company and also hire an accountant well before doing anything.

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Replying to DKB-Sheffield:
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By FactChecker
19th Mar 2024 16:20

Oh gawd ... "Maybe that is what HMRC mean by "signposted to our online services". Perhaps they are looking to buy out AWeb."

You do realise that, as per the IRIS type of model, HMRC as the new overlords would then ban ALL of us permanently (not just the currently occasional naughty step) and replace our 'contributions' with a ChatBot - thereby 'proving' they were right all along (in their heads)!

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Replying to Dougscott:
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By Bobbo
19th Mar 2024 15:26
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By AdamJones82
19th Mar 2024 15:25

I had to deal with the Eire tax authorities last year for a client. OK, I know it will be a smaller entity, but even so, I was able to email them and got an answer the same day.
Even in 2024 we still can't email HMRC

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Replying to AdamJones82:
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By AW95
19th Mar 2024 16:35

AdamJones82 wrote:

I had to deal with the Eire tax authorities last year for a client. OK, I know it will be a smaller entity, but even so, I was able to email them and got an answer the same day.
Even in 2024 we still can't email HMRC

The Irish Revenue are streets ahead of HMRC in every conceivable way. I know Ireland is a smaller country, but a tax administration system should surely scale with population....

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Replying to AW95:
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By DKB-Sheffield
19th Mar 2024 16:51

Personally, I love the way ROS uses a digital certificate... and the system can be used to message an adviser (who also has a name).

The information on Revenue.ie regard VAT (even down to specific 'grey area' supplies) is good.

They also keep kicking MTDfV into long grass - apparently because they want a *workable* system *first*(with e-invoicing).

And with all this... I think IE will have a more digitally advanced tax system years ahead of UK!

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Replying to DKB-Sheffield:
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By AW95
19th Mar 2024 18:12

DKB-Sheffield wrote:

Personally, I love the way ROS uses a digital certificate... and the system can be used to message an adviser (who also has a name).

The information on Revenue.ie regard VAT (even down to specific 'grey area' supplies) is good.

They also keep kicking MTDfV into long grass - apparently because they want a *workable* system *first*(with e-invoicing).

And with all this... I think IE will have a more digitally advanced tax system years ahead of UK!

Yup, MyEnquiries is a fantastic service and is great for keeping everybody accountable. Why, in this day and age, does anybody needs to send physical letters to HMRC?

It's also helpful that Ireland has a less complex tax system. It's not easy, but the UK adds several layers of complexity to issues where there ought to be none.

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Replying to AdamJones82:
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By legerman
19th Mar 2024 16:58

AdamJones82 wrote:

I had to deal with the Eire tax authorities last year for a client. OK, I know it will be a smaller entity, but even so, I was able to email them and got an answer the same day.
Even in 2024 we still can't email HMRC

I had a similar experience with the Swedish tax authorities in 2018. Email response the next day and all queries answered, in English. I was very, very impressed. In the meantime HMRC has got much worse, and I think is in grave danger of falling over.

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Replying to legerman:
paddle steamer
By DJKL
19th Mar 2024 17:33

Skatteverket are great, who else publishes the basic guidance in both their language and English, who else has pretty much uniform dual lingual staff- whilst for circa 14 years all I needed to submit was our return re property taxes (prepopulated with values) when I came to submit our gain post house sale it was very straightforward, simple, and I got straight advice regarding which house improvements might be offset and which might not. (there is a value threshold re works done if anyone interested, I have some notes somewhere)

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By petercooperuk
19th Mar 2024 15:37

There's some stats doing the rounds showing that the small business tax gap, as measured by HMRC themselves, is now over £10bn, with the largest growth in the figure tracking the closure of local tax offices - https://www.taxresearch.org.uk/Blog/2024/02/21/hmrc-have-deliberately-ta... .. I guess if people can't get easily get help from HMRC, they fudge/guess (or spam this forum, if they Google a bit!) and we're all poorer for it as taxpayers.

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Replying to petercooperuk:
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By Yossarian
20th Mar 2024 08:30

petercooperuk wrote:

There's some stats doing the rounds showing that the small business tax gap, as measured by HMRC themselves, is now over £10bn, with the largest growth in the figure tracking the closure of local tax offices - https://www.taxresearch.org.uk/Blog/2024/02/21/hmrc-have-deliberately-ta... .. I guess if people can't get easily get help from HMRC, they fudge/guess (or spam this forum, if they Google a bit!) and we're all poorer for it as taxpayers.

Of course HMRC will claim that MTD is the answer to this and if/when they actually get it working the tax gap will start to close. We, on the other hand, know this is total balls and, based on the standard of what we see many clients producing on their own software, the tax gap may well expand further!

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By DonDan
19th Mar 2024 16:41

5 business days a month for vat? that is insane. Does it mention if agents will be restricted to the same 5 days?

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By bettybobbymeggie
19th Mar 2024 17:53

It says somewhere that the service level on the ADL will remain the same but it doesn't specify that it will continue to be [***] like its always been.

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By DHLJ
19th Mar 2024 20:08

Could someone show the powers that be Stanley Kubrick’s classic , 2001:a space odyssey please.

Hopefully, the big man is called Dave, “I’m sorry I can’t do that”

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By Jane Wanless
20th Mar 2024 09:26

I wanted to query info on my Personal Tax Account on Monday. I couldn't find an answer in the "Helpful information" on the website so tried the digital assistant. After getting 3 irrelevant replies I asked to get help from an agent. The waiting time quoted was 46 minutes. Do the powers that be really think this is better than hanging on the phone for "15" minutes?

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By David Ex
20th Mar 2024 10:34

Telegraph reporting that the Chancellor has told HMRC they can’t do this.

‘A Treasury source said: “Encouraging customers to self-serve online wherever possible is the right thing to do, but that cannot be at the detriment of the general public and the vulnerable who need access to the helplines to support them with tax matters.

“That’s why ministers have halted this change immediately.”’

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Replying to David Ex:
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By rmillaree
20th Mar 2024 11:07

the Chancellor has told HMRC they can’t do this.

wow is it an election year ?

what about them doing this exact same thing last year in a non election year.

imho the people at the top here should be sacked and replaced with PEOPLE who understands basics of running something where communication is key (internal/internal and internal and external ) !

i wander if there are any diseenting voices near the top recognising how unacceptable their practices are ?

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Replying to David Ex:
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By FactChecker
20th Mar 2024 11:09

Not seen/heard that yet ... but not necessarily a surprise. I did wonder yesterday if this was another example of how govt (or in this case HMRC) likes to think it can manipulate us through leaks, nudges and apparent reversals.

In that handbook: how best to rebuff the rising criticism of poor service?
Answer: announce closure of service (placing blame on others due to funding) - then wait for furore and announce a mere reduction (not closure) of service.
Result (in their mind): we'll all be pathetically grateful that service isn't closed!

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Pic01
By zxcvb
20th Mar 2024 11:12

I've just come off of an online chat with HMRC with several questions ready. The agent chat line was "unavailable" because they were busy so only one question could be answered.....

By a nice coincidence, Blondie's "Hanging on the Telephone" came on my playlist during the chat.

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By pauld
20th Mar 2024 11:43

Is this an HMRC April fools issued a bit too early?

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By Leywood
20th Mar 2024 12:03

U turn (for now)

Latest email
‘Yesterday we sent you an email about changes to our helplines.

These changes are being halted while we consider how best to help taxpayers harness online services’

Do you think they might’ve had one or two complaints?!!

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Replying to Leywood:
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By rmillaree
20th Mar 2024 12:37

this has to come from the top in the government - clearly the fact this was not stopped previously says everything election year must deal with - not election year no interference

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