Evaluation of changes to how HMRC supports Self Assessment customers
Evaluation of 2 trials that changed how HMRC supported Self Assessment customers in the 2023 to 2024 tax year.
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On 8 June 2023, HMRC announced it was trialling a seasonal model for the Self Assessment helpline, with the line closing for 3 months over the summer. Customers were directed to online services to be supported by guidance, a digital assistant and by HMRC webchat advisers.
On 7 December 2023, HMRC announced further changes to the Self Assessment helpline and the Agent Dedicated Line (ADL). During the Self Assessment peak filing period (11 December 2023 to 31 January 2024), the helplines remained open but HMRC prioritised calls about filing returns, making payments, and queries about repayments.
The evaluation is structured to answer important questions on any potential impact on:
- filing and payments
- usage of online services and support for customers unable to use the online services,
- phone calls and webchat
- customer satisfaction and experience
- resourcing deployment.
If you have questions or comments about this release, please contact HMRC press office