More than three million people still need to submit their tax return, with a week left until the self assessment deadline
(Picture: PA Archive)People desperately seeking to do their self-assessment tax returns by the end of January are having to wait on average nearly half an hour for the HMRC helpline to answer their call, tax chiefs admitted on Wednesday.
The issue was investigated by the Commons Treasury after reports that some people were being kept waiting for hours.
The MPs asked whether HM Revenue and Customs recognised these reports, what steps had been taken to prevent such issues, and whether the delays were linked to call centre staff working from home.
The Committee stressed on Wednesday that HMRC had responded that the average wait time for its Self Assessment helpline in January was 27 minutes, compared with 12 minutes last year.
HMRC suggested that if taxpayers were to use online services rather than calling the helpline, waiting times would fall, the MPs added.
Tax chiefs denied that call centre staff working from home has led to a decrease in productivity.
But Harriett Baldwin MP, Conservative chair of the Treasury Committee, said: “As the Self Assessment deadline approaches at the end of the month, taxpayers will note the advice about checking HMRC’s website first.
“However, it is important that people can reach the taxman if there are unanswered questions and we will continue to seek reassurance that the service can respond to peaks in demand without crashing.”
Around 3.4 million people still need to submit their tax return, with a week left until the self assessment deadline, according to reports.
HMRC also confirmed last year that taxpayers experienced problems accessing online systems and phonelines in December due to IT issues.
