HMRC Phone Lines Crash Disrupts Tax Return Assistance

Millions of taxpayers have been left without access to HM Revenue and Customs (HMRC) phone support in the crucial weeks before the self-assessment deadline. The phone helpline was closed on 15 January due to a technical issue, according to an official update posted by HMRC on X, the social platform formerly known as Twitter.

With the online self-assessment tax return deadline of 31 January rapidly approaching, many taxpayers have found themselves unable to seek advice or resolve difficulties, raising concerns about their ability to meet filing requirements and avoid penalties.

The 31 January Deadline and Penalties

HMRC requires self-assessment taxpayers to submit their online tax returns and settle any amounts owed by midnight on 31 January each year.Those who miss the deadline automatically incur a £100 penalty, regardless of whether tax is owed. Further delays attract additional fines: after three months, daily penalties of £10 can accrue up to £900.

If tax remains unpaid after 30 days, a further 5% charge is applied, with additional 5% penalties for payments overdue by six or twelve months. This system means those unable to file on time are at risk of escalating charges.

Nature of the Technical Issue

According to HMRC’s post on X, the helpline closure was due to a technical issue. The department stated it was 'urgently working to resolve' the problem and apologised, advising customers to try calling again later.

HMRC has not provided a specific timeline for when normal service will resume, leaving uncertainty for those needing urgent assistance in the lead-up to the filing deadline.

Impact on Taxpayers

The outage has created particular challenges for individuals who rely on telephone support, including those who struggle with the digital-only system. Taxpayers who have misplaced their Government Gateway user ID or password, or require assistance recovering access to the online portal, often need to speak directly to HMRC staff.

Additionally, individuals with complex queries about pensions, inheritance, or unique income sources have been left without support to check their tax obligations or resolve issues.

Groups Most Affected

Older or vulnerable taxpayers and those with limited digital skills are among the groups most impacted by the temporary loss of phone support. Many people rely on HMRC staff for clarification on filing requirements or help with completing forms.

According to HMRC guidelines, the self-assessment tax return must be filed by individuals who are self-employed with income over £1,000, business partners, those earning substantial interest or dividends, high-earning child benefit recipients, landlords, recipients of foreign income, and others with untaxed sources of revenue.

Who Must File a Tax Return

For the 2024/25 tax year, a self-assessment return generally applies to people who are: - Self-employed with earnings above £1,000 Business partners - Earning over £10,000 from investments -

Receiving child benefit and personal or partner income exceeds £60,000 Earning over £2,500 from property rental or other untaxed income Receiving income from abroad, or living abroad with UK income Required to pay capital gains tax or have received trust income -

Notified by HMRC of unpaid taxes from previous years These criteria highlight the importance of clarity and guidance as many individuals fall into these categories for the first time.