HMRC introduces automated text system to help with self assessment queries

20 Jan 2023

HMRC is trialing an automated answer-by-text system to help individuals with self assessment queries.

From 19 January, those who need to locate their Unique Tracking Taxpayer Reference (UTR) number, register for HMRC's online services or need to reset a password or user ID will be sent a website link via text. HMRC said that the answer-by-text system will help to provide call handlers with more time to deal with 'more complex' issues.

Over 12 million people must file their tax return online by 31 January.

Commenting on the matter, Richard West, Director of Personal Tax Operations at HMRC, said: '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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