HMRC has developed its SMS service to help free up phonelines

HM Revenue and Customs has announced that it is developing its SMS service to help free up the phonelines for more complex queries.

The text service was initially launched by the tax authority back in January, but now customers will also have access to online resources to help them answer any questions.

Upon calling HMRC, customers will be given the option to remain on the phone or receive a link to the online help service. 

From proof of entitlement documents for child benefits to checking national insurance records and everything in between, the support pages offer a range of answers to frequently asked questions. 

The service was rolled out after HMRC was criticised by ministers for inadequate call management which has left thousands of customers with unanswered queries over the years. 

This became particularly apparent in the run-up to the January 31st self-assessment deadline when many became frustrated at the long waiting times.

It is hoped that the initiative will allow call handlers to give their time to customers with more intricate issues.

Richard West, director of personal tax operations at HMRC, said: “We are continuing to transform and improve our digital services so customers can get answers to many of their queries quicker and easier than they would by calling or writing to us.

“The new SMS service has already helped point people to where they can get the quickest answer – and I’m delighted we can save more people from waiting on hold.”

If you need help with anything tax or national insurance related, you can visit the HMRC website for further information and advice.

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