Commons Sense

House of Commons · Ministerial Statement

HMRC Self-Assessment Helpline

20 March 2024 · 19 other contributors

Opened by Nigel Huddleston Con Droitwich and Evesham

Taxation

Summarised by AI from the official record, so it can contain mistakes.

Read the full transcript on Parliament.uk

At a glance

Nigel Huddleston raised concerns about hmrc self-assessment helpline in the House of Commons. A government minister responded. Other MPs also contributed.

Key points

  • The Financial Secretary, Nigel Huddleston, addressed concerns about HMRC's planned changes to helplines.
  • HMRC has halted plans to close the self-assessment helpline during half of the year.
  • The minister highlighted HMRC's commitment to supporting vulnerable taxpayers through online or telephonic channels.

How the debate unfolded

MPs spoke in turn to share their views and ask questions. Here's what each person said.

Government Statement

Nigel Huddleston

The Financial Secretary, Nigel Huddleston, addressed concerns regarding HMRC's customer services, specifically the planned changes to helplines. He announced that HMRC has halted its plans to close self-assessment helpline during half of the year in response to public feedback and stakeholder engagement. The minister emphasised HMRC’s commitment to supporting vulnerable taxpayers through online or telephonic channels while encouraging more people to utilise digital services for their tax affairs. Huddleston acknowledged that the transition to digital platforms should align with customer readiness, ensuring that those who need support can still access it via telephone. He also highlighted the productivity benefits of transitioning to digital platforms and cited examples where HMRC’s staff time was better utilised by promoting self-service options.

Other contributors (19)
  • James Murray Lab Co-op Ealing North

    Question

    Murray questioned whether Treasury Ministers had any involvement in the decision to close HMRC helplines. He challenged the effectiveness of the strategy and criticised the government for a chaotic U-turn that undermines its credibility.

    Minister reply

    Nigel Huddleston assured that HMRC is a non-ministerial department but acknowledged the importance of ministerial oversight on operations and communications. He cited an example where 3 million calls were received by HMRC in 2022-23 for matters easily resolved online, stressing the need to redeploy resources efficiently while ensuring essential support remains available through telephonic channels.

  • Harriett Baldwin Con West Worcestershire

    Question

    Baldwin praised the government's swift response and urged for a more gradual transition to online services. She acknowledged the importance of HMRC’s digital strategy but emphasised the need for sensitivity towards taxpayers' needs.

    Minister reply

    Nigel Huddleston thanked Baldwin for her support and commitment, affirming that the move to digital platforms must be paced according to public readiness. He confirmed that telephone lines would remain open as part of ensuring continuous service availability.

  • Drew Hendry

    Question

    Hendry criticised the decision to close HMRC’s self-assessment helpline and its timing, citing evidence from the Federation of Small Businesses regarding low customer service levels. He questioned whether the announcement was a reaction to budget cuts and demanded measures to improve staffing and services.

    Minister reply

    Nigel Huddleston acknowledged the importance of supporting vulnerable taxpayers through alternative channels while encouraging online use for those capable. He highlighted HMRC’s proactive communication strategies, such as notifying individuals who do not need to file self-assessments, thus enhancing customer service efficiency.

  • Sarah Dines Independent Group for Change Derbyshire Dales

    Question

    Despite extensive Government investment in rural broadband, there remains a lack of connectivity. What can the Minister do to ensure that nobody will be left behind in Derbyshire Dales?

    Minister reply

    The minister emphasised the importance of ensuring that digitally excluded individuals and vulnerable groups have access to human support services.

  • Tan Dhesi Lab Slough

    Question

    Why was it decided to scrap plans to close HMRC phone lines less than 24 hours after they were announced? This is part of a wider issue within the Government where constituents cannot speak to doctors or register for NHS dentists.

    Minister reply

    The minister clarified that the intention was never to leave vulnerable individuals unable to access services and defended the decision as not being detrimental to those in need.

  • James Sunderland

    Question

    Will the Minister write an update on progress regarding heavy fines imposed on self-employed constituents for late submission of self-assessment forms, even though no moneys were owed?

    Minister reply

    The minister offered to raise the issue with HMRC and acknowledged that while Ministers cannot interfere directly in tax affairs, he would ensure due attention was given.

  • Helen Morgan Lib Dem North Shropshire

    Question

    Given the inefficiency of HMRC's website and long waiting times on phone lines, how can anyone have confidence that the Treasury is working effectively?

    Minister reply

    The minister highlighted the low tax gap in the UK compared to other countries and acknowledged customer service challenges while stressing the efficiency of HMRC in collecting taxes.

  • Caroline Nokes Con Romsey and Southampton North

    Question

    What consultation has there been with the Minister for Disabled People on the potential impact of these changes? Will vulnerable people still be able to use telephone services?

    Minister reply

    The minister assured that discussions were ongoing about how HMRC communicates with MPs regarding their constituents and emphasised that vulnerable individuals, including those with disabilities, would not be left without necessary support.

  • Tonia Antoniazzi Lab Gower

    Question

    Is the Minister confident that HMRC has the digital tools to cater for more than 12 million self-assessment taxpayers following this announcement?

    Minister reply

    The minister corrected the notion that only three questions need answering by phone and highlighted the importance of clear communication about available online services.

  • Julian Lewis Con New Forest East

    Question

    Will the Minister ensure that any future changes will be implemented gradually, with a trial period before any dramatic implementation across the board?

    Minister reply

    The minister confirmed that steps were being taken to communicate effectively about available services and agreed on the importance of moving at a pace comfortable for people.

  • Sammy Wilson DUP East Antrim

    Question

    Does the Minister agree that HMRC should not adopt such policies given current challenges in tax returns, unreturned calls, and late submissions?

    Minister reply

    The minister assured that help would be available for taxpayers as needed while emphasising simplification of the tax system for those with relatively simple affairs.

  • James Wild Con North West Norfolk

    Question

    What steps will Ministers take to improve the accountability and performance of HMRC?

    Minister reply

    The minister outlined various channels including ministerial oversight, Treasury Select Committee involvement, and his role in raising concerns with HMRC.

  • Chris Stephens SNP Glasgow North West

    Question

    Does the Minister accept that HMRC neither consulted trade unions nor staff prior to yesterday’s announcement? How does he see this in light of PAC's comments on improving taxpayer outreach and resources?

    Minister reply

    HMRC respects suggestions from PAC, including moving towards digital services. The minister requested a meeting with trade unions weeks ago. He will assess and monitor productivity between office-based and remote workers.

  • Christopher Chope Con Christchurch

    Question

    Is HMRC’s chronic lack of productivity made worse due to home working?

    Minister reply

    The minister agrees on the importance of productivity and will have conversations with staff. A cross-Government review is underway, and HMRC staff must work in offices for 60% of their time.

  • Alistair Carmichael Lib Dem Orkney and Shetland

    Question

    Can HMRC helplines be resourced properly after the reprieve? A constituent faced a complex issue that took 40 minutes to resolve and required multiple calls.

    Minister reply

    The minister will raise this point with HMRC regarding proper resource allocation for helpline services.

  • Alison Thewliss SNP Glasgow Central

    Question

    Does the Minister accept that service levels are not acceptable, and can he apologise to a constituent who faced issues providing tax returns?

    Minister reply

    The minister expresses regret for any distress caused by HMRC and will raise this issue with HMRC. He corrects his earlier statement that staff must work in offices 60% of the time.

  • Wendy Chamberlain Lib Dem North East Fife

    Question

    Will the review scope include the state pensions top-ups helpline, which faced unacceptable delays?

    Minister reply

    The minister appreciates comments made and will raise concerns regarding the helpline with HMRC.

  • Jim Shannon DUP Strangford

    Question

    Does the Minister see a need for an enhanced service to ensure all calls are answered, as there were 1 million unanswered calls in January?

    Minister reply

    HMRC needs respect across the House and among constituents. The minister encourages digitisation of services but recognises that phone-based support is necessary for some.

Shadow Comment

James Murray

The Shadow Minister, James Murray, criticised the government's handling of HMRC’s announcement regarding helpline closures. He questioned the involvement and communication within the Treasury leading to such a quick U-turn and challenged whether the Chancellor was adequately involved or surprised by the decision. Murray also questioned if HMRC's plans to assist vulnerable individuals were compromised after the policy reversal. He highlighted the inconsistency in the use of terms like 'pause' versus full cancellation, raising concerns about future closures and service levels for taxpayers.

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