HMRC helplines go down yet again as frustrated customers ask ‘please help’

HM Revenue and Customs has said that all its helplines are down, leaving people trying to resolve issues frustrated. The tax inspectors said it was due to a ‘technical issue’.

The latest problem will add to calls for HMRC to sort out its services – a damning report earlier this year revealed customers spent 798 years collectively waiting to speak with HM Revenue and Customs (HMRC) in 2022-23, more than double the time spent waiting in 2019-20.

In a message on X this afternoon (September 10), HMRC said: “We’re sorry that we’ve had to temporarily close our helplines.This is due to a technical issue, which we’re working urgently to resolve.

“Customers can continue to use our online services, which are working as normal.” It advised people to use its online services, which are available by clicking here , but many groups have said these are wholly inadequate to deal with complicated tax issues.

Angry people took to X to voice their frustrations today. One said: “I have a query about CIS, and there are no advisers available and the phone line is unavailable. Please help.” Another added: “Just keep getting a message saying no one can answer the phones due to technical difficulties – what are these difficulties and when will I be able to call? Was on hold for ages before being cut off and now can’t get anything but the technical difficulties message.”

One asked: ”When are your phone lines going to be working again??” HMRC customer services was replying: “We’re sorry that we’ve had to temporarily close our helplines. This is due to a technical issue, which we’re working urgently to resolve. You can continue to use our online services, which are working as normal.”

HMRC’s strategy is to encourage customers to turn to its digital services first – but it is not clear how far and fast digital services will reduce demand for telephone and correspondence services, the National Audit Office (NAO) said in the report this year.

The NAO said that HMRC has not yet done enough to raise awareness of its digital services, increase customers’ confidence in using its online offering or understand how effectively these services meet customers’ needs.

It said the move to digital services has not eased pressure on traditional services as much as HMRC expected – and many avoidable customer calls are caused by the revenue body itself for reasons including delays and customers chasing progress.

Some 4.7 million hours was spent by HMRC customer service advisers answering and handling calls in 2022-23, down from 5.0 million in 2019-20.Advisers answered 22% fewer calls in 2022-23 than in 2019-20, but those that were answered took more time to handle on average.

The time taken to handle each call answered by an adviser increased from just over 11 minutes in 2019-20 to more than 13 minutes in 2022-23. Average call-handling time may be increasing because more simple queries are being handled digitally; call-handling efficiency is reducing; or customers are raising more issues when they are able to get through to an adviser, the report said.

Some taxpayers hold multiple jobs, meaning they have less straightforward needs, while “fiscal drag”, where people are pushed over frozen tax thresholds by pay rises, has also brought more people into the tax system.

In March 2024, HMRC announced that it would restrict helplines, its self-assessment helpline. It reversed its decision a day later following an outcry from a range of organisations.

The department had trialled closing and restricting helplines in 2023 but the NAO said its evaluation of the changes did not consider stakeholder views or adequately assess the impacts of the changes on customers.

The NAO report said: “HMRC’s telephone and correspondence services have been falling below the expected service levels for too long and HMRC has not achieved planned efficiencies.”

It said HMRC should develop more realistic plans for cutting the services it is replacing with digital channels. Earlier this year the Treasury announced £51 million in additional funding so that staff can answer more calls and help more people on the phone.

Gareth Davies, head of the NAO, said: “HMRC’s telephone and correspondence services have been below its target service levels for too long. While many of its digital services work well, they have not made enough of a difference to customers, some of whom have been caught in a declining spiral of service pressures and cuts. HMRC has also not achieved planned efficiencies.

“HMRC must allow more time for these services to bed in and understand the difference they make before adjusting staffing levels.”

Dame Meg Hillier, chairwoman of the Public Accounts Committee (PAC) said: “HMRC must hear the frustration of taxpayers and make more realistic plans to improve customer service and deliver value for money.”