Millions Face Deadline Pressure With Limited Support
As the 31 January self-assessment deadline approaches, HM Revenue and Customs is under mounting pressure to support more than 12 million taxpayers. By early January, over 5.6 million people had yet to submit their returns, leaving many at risk of £100 penalties or higher if they miss the cut-off.
However, taxpayers seeking last-minute help say getting through to HMRC is increasingly difficult, compounding stress during an already high-pressure period.
Callers Report Long Waits and Dropped Calls
Taxpayers and accountants describe contacting HMRC as “pot luck”, with waiting times of 45 to 60 minutes becoming routine. HMRC automatically disconnects callers after 70 minutes on hold, resulting in nearly 56,000 calls being cut off in 2023-24 alone.
Some callers report finally reaching an adviser only to be disconnected mid-conversation, forcing them to start the process again.
Accountants Say Delays Are Now the Norm
Accountants across the UK say HMRC’s hold music has become the soundtrack to their working day. One practitioner described calls dropping after an hour as “standard practice”, while others say staff often spend large parts of the day simply waiting on hold.
Professionals argue the problem is not adviser attitude, but capacity there are not enough staff to handle the growing volume of complex tax queries.
According to the National Audit Office, the number of frontline HMRC personal tax staff fell by around 4% between 2019-20 and 2023-24. At the same time, frozen tax thresholds have pushed more workers and pensioners into the tax system, driving up call volumes.
Former HMRC chief executive Jim Harra previously told MPs that rising numbers of pensioners paying tax were a major factor behind declining service levels.
Push Towards Digital Services Sparks Controversy
HMRC is increasingly steering taxpayers towards online tools, with a target for 90% of interactions to be digital by 2029-30. Critics, including the Public Accounts Committee, have accused the department of degrading phone services to accelerate this shift a claim HMRC denies.
While digital services perform better in satisfaction surveys, accountants argue many essential tasks such as payroll setup, tax code corrections and refunds still require human intervention.
Real-World Impact on Taxpayers
Elderly taxpayers and those with complex cases say they feel particularly let down. Some report being told to write letters instead of speaking to specialists, only to wait months for replies. HMRC admits it is still processing some pension tax refund letters sent nearly a year ago.
Delays can also cost taxpayers financially, as interest on unpaid tax is charged at 4 percentage points above the Bank Rate, currently equating to 7.75%.
HMRC Defends Performance as Critics Demand Action
HMRC insists service levels are improving, citing shorter average wait times and higher call-handling rates compared with last year. The department says increased use of online services allows advisers to focus on those who need extra help.
However, opposition politicians and tax professionals warn that unless staffing levels rise and phone access improves, confidence in the tax system will continue to erode particularly as more people are drawn into self-assessment by frozen thresholds and new digital reporting rules.
