By December 2024 HMRC plans to reduce access to both its call centres and helpline advisers at its contact centres by 30%.  To achieve these targets people will be forced to move to digital services for help with tax.

Jim Harra, head of HMRC, told MPs that in the last year the number of phone calls had risen three million to 38m and volume of post had also grown significantly. The number of tax payers overall has grown. The number of taxpayers involved in more complex areas of tax has grown.

This growth is putting increased pressure on HMRC.  Sadly HMRC budgets have been cut and staffing costs means that recruitment is not an option.

The self assessment helpline closure during the summer was seen as a trial for these new plans. HMRC deemed it a success although customer satisfaction levels dropped from 29% to 24%.

With thanks to Sara White, Accountancy Daily.