Did staff shortages create need to close self-assessment helpline?

The Treasury Committee has written to HMRC on its recent decision to close the main self-assessment helpline over the summer.

In its letter the committee asks:

• for monthly usage statistics for the SA helpline in the previous five years;
• whether HMRC consulted with any external body before the trial;
• what data will be collected from the trial and whether this would include the number of calls displaced to other helplines;
• how will HMRC evaluate the trial;
• what monitoring will take place after the trial to assess whether calls have been displaced from the closure months into later months when the helpline is reopened;
• what procedures are in place to assist vulnerable taxpayers and those unable or unwilling to use digital services; and
• what contingency arrangements HMRC has in place should taxpayer detriment be greater than expected during the trial.

The committee also asked if the closure of the helpline was related to HMRC’s...