MTD Mayhem: Over a Million HMRC Calls Go Unanswered as Self-Employed Panic Builds

If you’ve been self-employed in the UK for more than a minute, you’ve probably heard the phrase Making Tax Digital (MTD) tossed around.

But as the 2026 rollout inches closer, what used to be a quiet hum in the background has turned into a full-blown roar. And now that roar is being met with silence, at least from HMRC’s end.

No. of Questions Rising, No. of Answers Falling

New research from tax specialists paints a troubling picture. In just the first two months of 2025, an estimated 1.1 million calls to HMRC went unanswered. That’s not a typo. Over a million people picked up the phone looking for help and got absolutely nothing back.

Even those who did manage to get through had to wait. A lot. In January, average hold times stretched beyond 21 minutes, more than double the 10.4 minutes recorded in October 2024.

The timing couldn’t be worse.

With the MTD deadline looming for anyone earning over £50,000 from self-employment or property, the demand for help has exploded. Data shows that Google searches for “Making Tax Digital” averaged 43,648 per month in April and May, representing a significant increase from earlier in the year.

What’s Going On?

Let’s back up for a second.

Making Tax Digital for Income Tax Self Assessment (MTD for ITSA) is the government’s big push to modernise the tax system. From April 2026, affected individuals will need to keep digital records and file quarterly updates using approved software.

The idea is to make taxes simpler, more accurate and eventually more efficient. But in practice, it’s turning into a major headache, especially for sole traders, landlords and small business owners who aren’t tech-savvy or already stretched thin.

And with HMRC’s call centres overwhelmed and dropping the ball, many are turning to Google. It’s clear that the changes on the horizon as a result of Making Tax Digital are already at the forefront of many self-employed business owners. Unfortunately, HMRC simply isn’t equipped to facilitate the surge in demand for its guidance and advice.

Why is HMRC Not Able to Service Taxpayers’ Questions?

This isn’t just a bureaucratic hiccup. There are real-world consequences to getting MTD wrong. Missed submissions or non-compliance could land individuals with fines, something most self-employed workers can’t afford.

And while the tech side might sound straightforward on paper (just submit your tax info digitally, right?), the reality is much messier.

From choosing compatible software to learning how to use it, adjusting workflows and staying on top of quarterly updates, it’s a big shift. One that needs clear guidance and, ideally, a helping hand.

But right now, many feel like they’re being left to figure it out on their own.

What Should You Do Then?

Experts are urging people not to wait until the last minute. Working closely with an accountant or tax specialist ahead of the April 2026 deadline can make the transition smoother and help avoid penalties.

It’s solid advice. Because as the numbers show, the system designed to support this transition is already buckling under pressure.

Conclusion

MTD might be one of the most significant tax reforms the UK has seen in decades. But it’s also becoming one of the most stressful, especially for those already wearing multiple hats just to keep their businesses afloat.

With call centres missing hundreds of thousands of calls and hold times climbing, the support structure simply isn’t keeping pace with the rollout. That leaves the self-employed stuck in a tough spot, trying to make sense of sweeping changes with little help from the people in charge of them.

If the government wants MTD to be a success, it’ll need to back it up with stronger, more responsive support. The digital future is coming, but many are being left behind.