Recommendation 13

HMRC closed or reduced the queries it handles on four helplines in 2023–24. For the largest change, the trial closure of the Self Assessment helpline in summer 2023, it gave customers only two working days’ notice.31 HMRC said it was not entirely clear what customers would have gained from having more notice.32 In March 2024, HMRC announced further closures and restrictions it would make in 2024–25, but reversed this decision just one day after announcing the changes to the public, following criticism from stakeholders.33 HMRC said it was trying to prioritise the contact it dealt with, for example with vulnerable customers, while pushing other customers to go online.34 HMRC said it already knew about a high degree of public scepticism about whether people would be able to get the online services they needed while helplines were closed.35 HMRC said that it had no plans for any further helpline closures or restrictions.36 Electronic messaging and file submission