Skip to content
Hanging on the Telephone: 5 reasons Self Assessment customers don’t need to wait on hold

Press release -

Hanging on the Telephone: 5 reasons Self Assessment customers don’t need to wait on hold

Nobody enjoys having to wait on hold on the phone just to resolve a simple query - and those completing Self Assessment tax returns no longer need to, with more help and advice than ever before available online.

But many people, unaware of the extent of online support now out there, are still calling instead, often with questions that could be answered via GOV.UK.

Releasing details of the top 5 reasons people call the helpline, HM Revenue and Customs (HMRC) is encouraging everyone to check online when seeking help about their tax return, to get a much quicker and easier result.

HMRC received more than 5.5 million calls to the Self Assessment helpline last year, with 1.2 million calls in the 8 weeks leading up to the 31 January deadline. Around a third of these calls were routine or simple enquiries.

The most common calls to the Self Assessment helpline, which can be checked online are:

  1. Do I need to fill in a tax return?
  2. How do I fill in my online tax return?
  3. How do I check how much tax I owe?
  4. Where’s my Self Assessment tax refund?
  5. What happens if I can’t pay my tax bill?

Using HMRC’s online services means customers can access the information they need to resolve all of these questions quickly and easily – day or night – without the need to call HMRC.

Reason for calling the helpline

Online support

Do I need to fill in a tax return?

Customers can use the online tool to check if they need to complete a tax return. They will need to answer a few simple questions and it will help them decide if they need to submit one.

How do I fill in my online tax return?

Customers can complete their tax return online using HMRC online services. For help filling in the return follow HMRC’s YouTube videos, and use the helpsheets, notes and forms.

How do I check how much tax I owe?

HMRC works this out for customers based on their completed tax return. They can easily check and pay any tax owed via the HMRC app or via the online service.

Where’s my Self Assessment tax refund?

Use the where’s my reply tool on GOV.UK to check response times based on how and when the claim was made.

What happens if I can’t pay my tax bill?

If customers cannot pay any tax owed in full, they can set up a payment plan, known as a Time to Pay arrangement.

Interest will be payable on any outstanding payments after the deadline.

Myrtle Lloyd, HMRC’s Director General for Customer Services, said:

“There is no need to spend time waiting to speak to us. Using our online services for simple queries about your tax return means you can get the help you need quickly. We have a wealth of free resources and support online to help you complete your tax return. Search ‘help with Self Assessment’ on GOV.UK to find out more.”

There is guidance available on GOV.UK to help customers complete their tax return for the 2022 to 2023 tax year ahead of the deadline on 31 January 2024. Anyone completing a tax return for the first time can use HMRC’s step-by-step guide which explains what they need to do.

Research undertaken by HMRC shows that 86% of its individual customers are open to engaging with HMRC digitally in the future. It is quicker and easier and has the additional wider benefit of enabling the department to focus more of its phone support on those with complex queries and those who are vulnerable.

Self Assessment customers can pay any tax owed via the free and secure HMRC app. Since April 2023, almost 100,000 customers have paid £121 million in tax via the app.

If customers cannot pay in full, HMRC wants to help them to find an affordable way to pay the tax they owe. They may be able to set up a Time to Pay arrangement and do this online without speaking to HMRC if they owe less than £30,000.

There is a new affordability assessment in the self-serve Time to Pay online service. Customers will be asked about their income and spending to calculate their disposable income and set up an affordable payment plan for them.

For a full list of ways to pay any tax owed, visit GOV.UK.

Customers need to be aware of the risk of falling victim to scams and should never share their HMRC login details with anyone, including a tax agent, if they have one. HMRC scams advice is available on GOV.UK.

Notes to Editors

1. More information about Self Assessment

2. In the last 12 months we have built and improved a number of digital services that will make it easier for customers to get online help during the Self Assessment peak. These include interactive guidance for first time filers and a more sophisticated Digital Assistant. We know that those customers who have already made the switch to our digital services find it a better experience, with over 80% satisfaction.

3. HMRC has lots of information and support available online which includes:

  • HMRC’s digital assistant - the assistant will help you find information, and if you can’t find what you’re looking for you can ask to speak to an adviser. You can also access the digital assistant via the HMRC app.
  • live webinars where you can ask questions or if you can’t join, you can watch recorded webinars on demand.
  • social media updates - follow HMRC X (formerly Twitter) @HMRCcustomers to get the latest updates on Self Assessment services and useful reminders.

4. The small minority of customers who require extra support or struggle to engage with us digitally can still speak to an adviser.

5. Customers are reminded to include their bank account details on their tax return so they can get any repayment due quickly and securely.

6. It is important that customers let HMRC know of any changes to their circumstances. Customers can use the HMRC app to update their details including a new address or name. Customers also need to let us know if they’ve stopped being self-employed or need to change their business details. This can be done online at GOV.UK.

7. Follow HMRC’s Press Office on Twitter @HMRCpressoffice


    Related links

    Topics

    Categories


    Issued by HM Revenue & Customs Press Office

    HM Revenue & Customs (HMRC) is the UK’s tax authority.

    HMRC is responsible for making sure that the money is available to fund the UK’s public services and for helping families and individuals with targeted financial support.

    Contacts

    HMRC Press Office

    HMRC Press Office

    Press contact 03000 585 018
    HMRC Press Office Out Of Hours Contact

    HMRC Press Office Out Of Hours Contact

    Press contact 03000 538 775

    HMRC Senior Press Officer - PR Desk - Personal, Borders & Trade

    PR Borders & Trade 03000 585 026

    HMRC Press Officer - PR Desk - Personal, Borders & Trade (LC)

    PR Desk - Personal, Borders & Trade 03000 525 872

    Related content

    100 days to go to Self Assessment deadline

    100 days to go to Self Assessment deadline

    Self Assessment customers have just 100 days left to submit their tax return ahead of the deadline on 31 January 2024, HM Revenue and Customs (HMRC) has said.
    And with the clock ticking down, customers can find various types of help from webinars to step by step guides at the click of a mouse.
    Anyone who needs support to complete their return for the 2022 to 2023 tax year can access the onl

    Scams warning for 12 million Self Assessment customers

    Scams warning for 12 million Self Assessment customers

    Self Assessment customers are urged to be on the lookout for scam texts, emails and phone calls from fraudsters.
    This warning comes as HM Revenue and Customs (HMRC) received more than 130,000 reports about tax scams in the 12 months to September 2023, of which 58,000 were offering fake tax rebates.
    With around 12 million people expected to submit a Self Assessment tax return for the 2022 to

    Santa’s filed his Self Assessment, have you?

    Santa’s filed his Self Assessment, have you?

    With Christmas celebrations on the horizon, HM Revenue and Customs (HMRC) has been filming with Santa to encourage customers to tick their tax return off their to do list before his annual visit on Sunday night.

    Countdown for 5.7 million customers to file their tax return

    Countdown for 5.7 million customers to file their tax return

    With less than a month to go to the Self Assessment deadline, HM Revenue and Customs (HMRC) is urging nearly 5.7 million customers to file their tax return for the 2022 to 2023 tax year.
    HMRC data shows almost 6.5 million customers have already beaten the Self Assessment clock by filing their tax return including 49,317 customers who used the New Year holiday to get a head start on their tax o

    44,800 customers opt to spread the cost as tax deadline looms

    44,800 customers opt to spread the cost as tax deadline looms

    As the deadline to submit a Self Assessment tax returns looms, nearly 44,800 people have sorted their tax bills totalling almost £148 million, by setting up a payment plan.

    More than 7.7 million Self Assessment customers have already filed their tax return for the 2022 to 2023 tax year, but HM Revenue and Customs (HMRC) is reminding anyone who still needs to pay their tax bill should do so

    300,000 file tax returns in the first week of the tax year

    300,000 file tax returns in the first week of the tax year

    Almost 300,000 Self Assessment customers filed their tax return in the first week of the new tax year, almost 10 months ahead of the deadline, HM Revenue and Customs (HMRC) has revealed.
    Customers can file their Self Assessment returns for the 2023 to 2024 tax year between 6 April 2024 and 31 January 2025.
    Almost 70,000 people filed their return on the opening day this year (6 April) and HM

    A record 11.5 million tax returns filed by the deadline

    A record 11.5 million tax returns filed by the deadline

    A record-breaking 11.5 million taxpayers submitted their Self Assessment tax returns for the 2022 to 2023 tax year by midnight on 31 January, HM Revenue and Customs (HMRC) reveals.
    More than 12.1 million taxpayers were expected to file a tax return and pay any tax owed. Of those that met their obligations by the deadline, 778,068 beat the clock to complete it on 31 January, including:
    61,54

    Tax return reminder for cryptoasset users

    Tax return reminder for cryptoasset users

    With use of cryptoassets growing, HM Revenue and Customs (HMRC) is urging people to avoid potential penalties and check if they need to complete a Self Assessment tax return for the 2022 to 2023 tax year.
    Anyone with cryptoassets should declare any income or gains above the tax-free allowance on a tax return. Tax may be due when a person:
    receives cryptoassets from employment, if the

    HM Revenue & Customs (HMRC) is the UK’s tax authority

    HMRC is responsible for making sure that the money is available to fund the UK’s public services and for helping families and individuals with targeted financial support.

    HM Revenue & Customs (HMRC)

    100 Parliament St
    SW1A 2BQ London