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\n Since January, individual callers to HMRC helplines with certain queries have been receiving SMS text messages with links to online services. In the first two months, SMS messages were sent to 180,000 callers \u2013 38.7% did not call back within seven days as a result. ICAEW\u2019s Tax Faculty says: \u201cAny measure that reduces pressure on HMRC\u2019s helplines is potentially helpful, but this does mean that more than 60% of taxpayers did need to phone back for assistance.\u201d\u00a0 \u00a0\u00a0<\/p>\n From 4 May 2023, the service will be expanded to include more types of routine query.\u00a0\u00a0<\/p>\n Callers will be given the option to either receive a link to the online service or remain on the phone for the following types of query:\u00a0\u00a0<\/p>\n The following types of query will be redirected automatically without an option to stay on the phone:\u00a0<\/p>\n Telephone numbers for HMRC\u2019s extra support team and online support helpline will be automatically provided to those being redirected. This means that callers who may require additional support, such as the digitally excluded, are still able to speak to an adviser.\u00a0\u00a0<\/p>\n<\/div>\n ICAEW’s Tax Faculty is recognised internationally as a leading authority and source of expertise on taxation. The faculty is the voice of tax for ICAEW, responsible for all submissions to the tax authorities. Join the Faculty for expert guidance and support enabling you to provide the best advice on tax to your clients or business.<\/p>\n
\n HMRC is to continue using text messages to redirect helpline callers to online services. It will expand the trial to more services. The trial is not being carried out on the agent dedicated line.
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