HMRC has apologised after a technical issue caused its helplines to close for part of Thursday, at a time when millions of taxpayers are preparing to submit their Self Assessment Tax Returns.
The outage began at 11:40 am, when HMRC confirmed that phone lines were temporarily closed due to a technical fault. According to the agency, the issue was resolved later the same day, with all helplines reopening by 2:15 pm.
During the disruption, HMRC advised taxpayers to use its online services. However, the timing of the outage raised concerns given how close the Self Assessment deadline now is.
What Happened With the HMRC Helpline Disruption?
The incident occurred in the final weeks before the Self Assessment deadline on 31 January, a period when demand for HMRC support typically increases.
Taxpayers who fail to submit their return by the deadline can face an automatic late filing penalty of £100. Further penalties may apply if the return remains outstanding for longer periods, making access to timely support especially important at this stage.
Recent figures published by HMRC show that, as of 5 January, more than 6.36 million people had already completed and submitted their tax return. However, around 5.65 million taxpayers were still yet to file, meaning a significant number are likely to need guidance or clarification before the end of the month.
How Taxpayers Were Impacted?
The temporary closure of the helplines has sparked concern for those who rely on phone support to complete their tax affairs.
It has been highlighted that not all taxpayers are able to use digital services easily (HMRC itself acknowledged this when reopening their helpline). For some, speaking directly to an HMRC adviser remains the most practical way to resolve queries, particularly where returns involve errors, changes or uncertainty over what needs to be reported.
The disruption was described as especially frustrating for people seeking last-minute help, with worries that limited access to support could increase the risk of missed deadlines.
How Did HMRC Respond to the Outage?
HMRC confirmed that the technical issue was short-lived and apologised for the inconvenience caused. A spokesperson said that helplines, including those for Self Assessment, had reopened and thanked taxpayers for their patience.
The department has continued to encourage the use of digital services, while acknowledging the importance of ensuring support remains accessible during peak filing periods.
What Happens If You Miss the 31 January Self Assessment Deadline?
HMRC has previously advised that taxpayers who believe they will be unable to submit their return by 31 January should contact the department as soon as possible.
The tax authority has said it will treat those with a reasonable excuse fairly, provided they inform HMRC before the deadline or shortly afterwards. This guidance remains particularly relevant for anyone affected by service disruptions or other unexpected issues while trying to file.
They can also arrange Time to Pay support.
Conclusion
With millions of taxpayers still needing to complete their Self Assessment, the brief helpline outage highlights the pressure many face in the run-up to the January deadline.
While the issue was resolved within a few hours, it serves as a reminder of the importance of allowing enough time to file, especially for those who may need additional support. As the end of the month approaches, taxpayers are being encouraged to complete their returns as early as possible or notify HMRC promptly if they encounter difficulties.
Want more news from UKPA?
- Could the Autumn Budget 2026 Bring Down the UK Mansion Tax Threshold to £1.5m? - 25 September 2026
- The Bank of England Interest Rate Stays at 3.75%. But Here’s the Catch - 18 September 2026
- The North Is Now the Fastest UK Rent Growth Region. Here’s What That Does to Rental Yields - 17 September 2026
