| answer text |
This quarter is the quietest for Self-Assessment (SA) queries. HMRC is piloting the
temporary and time-limited closure of the SA helpline so that c.350 advisers can be
moved to other helplines which experience heavier demand at this time of year.<p>
</p><p>The SA helpline will reopen on 4 September, five months prior to the SA filing
deadline of 31 January.</p><p>Around two-thirds of all Self-Assessment calls can be
resolved online by customers; piloting a seasonal Self-Assessment helpline is about
positively encouraging people to use these services when they can.</p><p> </p><p>This
will free up HMRC advisors to help those with more urgent queries or who cannot access
digital services, and to work on correspondence.</p><p>It is very early in the trial,
but already more people are using HMRCs digital services while HMRCs advisors are
doing more work elsewhere. HMRC have increased the number of advisors on webchat,
where the wait time is about a third of what it was on the Self-Assessment Helpline.</p>
|
|
