HMRC is expanding its text message service following a successful trial launched in January.
The service automatically redirects some callers to the relevant Government website page in an effort to cut down phone waiting times.
According to HMRC, the trial resulted in more taxpayers getting the answers they needed quickly. Over a third of callers (38.7%) who received a text message did not need to call the helpline back for at least a week.
From 4 May, the expanded service will give more callers the option to either receive a text message or remain on the phone to answer certain straightforward enquiries.
This will include customers with questions about voluntary National Insurance contributions and those enquiring about HMRC response times.
The service will also redirect customers with queries about claiming tax credits and requests for state pension forecasts.
Director of personal tax operations at HMRC, Richard West, highlighted the importance of improving the tax authority’s digital services:
“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.”
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