HMRC self-assessment helpline for 'priority' calls only – what help can you get online?

Self-assessment customers calling HMRC for tax return advice are being told to go online instead, as helpline waiting times have more than doubled since the pandemic.

Latest figures show that callers were put on hold for an average of 24 minutes in October, compared to less than 10 minutes in October 2020. Waiting times are likely to be even higher now and over the next month, as the 31 January filing and payment deadline looms.

So what are your options if you don't have time to wait? Here, Which? explains what's happening and where else to seek advice if you need help completing your self-assessment form.

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Helpline for priority calls only

Tax return customers are being warned not to call the self-assessment helpline in the run-up to next month's filing deadline, with HMRC saying it will focus on priority calls only.

From 11 December to 31 January, anyone with a query that can be quickly and easily resolved online will be told to hang up and use the HMRC website instead. This is so tax office advisers can focus on callers who have more complicated requests, as well as customers who require extra support or are struggling to use the online service.

It comes after the tax office closed its helpline for three months over the summer as part of a trial to free up advisers for other urgent calls. In a statement released earlier this month, HMRC said the decision to prioritise calls to its helpline during tax return season was part of an overall move to a 24-hour 'digital-first' service. 

• Find out more: how to fill in a self-assessment tax return

Surge in tax return calls

Callers trying to get through to the self-assessment helpline in January 2023 waited an average of 27 minutes, with HMRC saying it received 1.2 million calls in the eight weeks leading up to the deadline. 

Around a third of these calls were routine or simple enquiries that could be answered online, such as how to fill in an online tax return, checking how much tax you're owed, or what happens if you can't pay. 

The tax office told Which? it received 38m helpline calls in 2022-23 – 3m more than the previous financial year – and 16m pieces of correspondence that required a response, an increase of 1.4m on 2021-22. Despite the surge in queries, HMRC said it answered around 75% of customer correspondence within 15 working days. That's up from 45% the previous year.

• Find out more: online tax returns explained

What digital help is available?

If you need a hand completing your tax return, then the HMRC website has plenty of information and step-by-step guides, including video tutorials and pre-recorded webinars. You can also use its digital assistant tool to ask for technical support if you're filing online.

Self-assessment customers can also pay any tax owed via the free and secure HMRC app. The tax office says almost 100,000 customers have paid £121m in tax via the app since April 2023.

Remember, the deadline for paying is also 31 January. If you're struggling to settle your bill, you may be able to set up a Time to Pay arrangement that lets you pay in instalments over an agreed period. You’ll pay interest on anything owed after the deadline, but at a lower rate than the late payment rate.

To set up a payment plan online, you'll need to owe less than £30,000, be within 60 days of the 31 January payment deadline, and not have any other payment plans or debts with HMRC. If these circumstances don’t apply to you, you can call the Payment Support Service on 0300 200 3835.

Which? also has a range of guides to take the pain out of the whole process, from tips on how to fill in a self-assessment tax return to advice on how to file online.

5 reasons to file online

While there are some people who genuinely struggle to use the digital service, for others filing a paper return is simply a case of old habits die hard. But there are many advantages to filing online:

1. Time to prepare

Customers have until 31 January 2024 to file a 2022-23 return online – whereas paper tax returns were due to reach HMRC by 31 October 2023.

It means you can gather all the information and documents you need to file an accurate return, without rushing and missing something important.

If this is your first time filing a tax return, having an extra few months can be hugely helpful, as you'll need to register with HMRC first, which can take a while. 

2. Less chance of a mistake 

Submitting an inaccurate return can land you with a fine from HMRC, but filing online could reduce the risk of that happening. 

For example, the HMRC online system automatically fills in information it already has about you, and there is guidance available at every step. 

Don't worry if you think you made a mistake after filing – as with paper returns, you’re allowed to make amendments even after you've submitted the form. The important thing is to meet the deadline.

3. Easier to budget 

Tax is calculated automatically when you file online, so you'll know straightaway how much you owe. 

This is particularly helpful if you file your online return early – knowing how much tax you need to pay by 31 January means you can put a budget in place months in advance.

4. Instant confirmation 

Once you've submitted your tax return online, you'll receive an on-screen confirmation message, together with a reference number from HMRC – so you don't need to worry about whether or not it's been received.

5. Save your progress for later 

You can save your tax return at any time and come back to it later –  there's no need to complete it all in one go.

Consider using the Which? tax calculator

If you need help filing your self-assessment or with payments on account, consider using the Which? tax calculator. 

This online tool is easy to use, jargon-free, and helps you tot up your tax bill while suggesting expenses and allowances you might have forgotten. When you're done, it can also submit your return directly to HMRC.