If you’ve ever attempted to contact HMRC, you’ll know it’s not always an easy process. Recent reports have revealed that HMRC’s average call wait time has risen to 20 minutes - a frustrating delay, especially with the Self Assessment deadline fast approaching. For many, this adds unnecessary stress during an already hectic time of year.

Understanding the Issue

HMRC is under significant strain, dealing with high demand, limited resources, and the evolving nature of tax law. One major factor contributing to the problem is the frequent updates to tax legislation. Politicians regularly amend tax laws, making it harder for individuals to find clear, accurate answers online. As a result, more people feel compelled to call HMRC for assistance.

Making Tax Digital (MTD), the government’s initiative to modernise the tax system, was intended to streamline processes. However, it has faced challenges. By the time digital platforms are updated, new tax law changes introduced in subsequent budgets often render them outdated, leaving taxpayers feeling like the system is perpetually behind.

Tips for managing the wait

While HMRC’s response times are beyond your control, there are steps you can take to make the process smoother -

Utilise HMRC’s online services‍

Despite their limitations, the website remains a helpful resource for straightforward queries.

1. Call during off-peak hours
   Early mornings or late afternoons are often quieter times to reach the helpline.
2. Prepare your information
   Having your Unique Taxpayer Reference (UTR), National Insurance number, and relevant documents ready can speed up the process once you’re connected.

Reducing stress

If HMRC’s call queues feel unmanageable, consider seeking support from tax professionals who can offer guidance and even handle communications on your behalf. This can save you time and ensure your queries are resolved effectively.

Why tax law complexity contributes to the problem

The challenges with HMRC aren’t just about funding or demand. The intricate nature of tax law and its constant revisions make it difficult for people to handle the system independently. This increases reliance on HMRC’s helpline, which often serves as a last resort for answers. Simplifying tax law and ensuring digital platforms are consistently updated to reflect changes would help ease this burden.

Taking Control

Dealing with tax deadlines and queries can feel overwhelming, but having the right support can make a huge difference. Be proactive in reducing frustration by exploring digital tools, adjusting your call timings, or reaching out for expert assistance.

If speed and reliability are what you need, consider this, at Crunch, our average call wait time is just 13 seconds. That’s right – while others might keep you waiting, we’re committed to helping you quickly.

Crunch - A supportive alternative to tax challenges

January doesn’t have to be a month filled with stress caused by long waits and unanswered questions. Whether you’re filing a return, need help understanding your tax code, or want expert advice without the delays, Crunch is here for you. Because when it comes to providing support, we believe in immediate action.

Ready to experience a better kind of service? Let’s leave tax stress behind – together.