HM Revenue and Customs (HMRC) is reportedly making a major change to how people can contact them.
Reports from the BBC state that HMRC will now answer routine calls via text, instead of using a human call handler. It is understood that a trial is being run to improve its customer service, which has been occasionally criticised by MPs.
From Thursday, people looking to get in touch with HMRC about certain issues will instead be sent a website link via text message so that customers can find out their details online such as their reference number or account password settings. It comes just days before this year's self-assessment deadline.
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It is understood that HMRC is expecting 170,000 calls this month that could be answered with the new service as people all across the country submit their tax returns before January 31. The current customer service trial is expected to run until the start of April and aims to take the pressure off dealing with simple requests.
HMRC said that requests that would be handled by text instead of over the phone include finding a Unique Tracking Taxpayer Reference (UTR) number, registering for HMRC's online service, and resetting a lost or forgotten password or user ID. It is believed that when a caller attempts to contact HMRC, they will be given the choice of receiving an online link or speaking to a member of staff if they need help filling their tax returns.
The Public Accounts Committee of MPs reported that taxpayers and their accountants were receiving an unacceptable level of service from HMRC. It said: "We were surprised to learn that at times in the past, HMRC has simply closed its telephone line when it could not cope with demand. It is not acceptable not to answer calls from people who are trying to pay the government money."
Richard West, director of personal tax operations at HMRC, told the BBC: "Redirecting these sorts of queries to online services should help customers find the answer more quickly. It also means calls from customers during the current self-assessment peak, whose questions cannot easily be answered online and require help from an adviser, get the appropriate support they need.
"Customers who cannot use digital services will be able to get support in the normal way. This is available through our telephony service and through our extra support team for those who have difficulty using our other services."
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