online support – The NEN – North Edinburgh News

HMRC: Hanging on the Telephone

5 reasons Self Assessment customers don’t need to wait on hold

Nobody enjoys having to wait on hold on the phone just to resolve a simple query – and those completing Self Assessment tax returns no longer need to, with more help and advice than ever before available online.

But many people, unaware of the extent of online support now out there, are still calling instead, often with questions that could be answered via GOV.UK.

Releasing details of the top 5 reasons people call the helpline, HM Revenue and Customs (HMRC) is encouraging everyone to check online when seeking help about their tax return, to get a much quicker and easier result.

HMRC received more than 5.5 million calls to the Self Assessment helpline last year, with 1.2 million calls in the 8 weeks leading up to the 31 January deadline. Around a third of these calls were routine or simple enquiries.

The most common calls to the Self Assessment helpline, which can be checked online are:

Do I need to fill in a tax return?
How do I fill in my online tax return?
How do I check how much tax I owe?
Where’s my Self Assessment tax refund?
What happens if I can’t pay my tax bill?

Using HMRC’s online services means customers can access the information they need to resolve all of these questions quickly and easily – day or night – without the need to call HMRC.

Reason for calling the helpline	Online support
Do I need to fill in a tax return?	Customers can use the online tool to check if they need to complete a tax return. They will need to answer a few simple questions and it will help them decide if they need to submit one.
How do I fill in my online tax return?	Customers can complete their tax return online using HMRC online services. For help filling in the return follow HMRC’s YouTube videos, and use the helpsheets, notes and forms.
How do I check how much tax I owe?	HMRC works this out for customers based on their completed tax return. They can easily check and pay any tax owed via the HMRC app or via the online service.
Where’s my Self Assessment tax refund?	Use the where’s my reply tool on GOV.UK to check response times based on how and when the claim was made.
What happens if I can’t pay my tax bill?	If customers cannot pay any tax owed in full, they can set up a payment plan, known as a Time to Pay arrangement.Interest will be payable on any outstanding payments after the deadline.

Myrtle Lloyd, HMRC’s Director General for Customer Services, said: “There is no need to spend time waiting to speak to us. Using our online services for simple queries about your tax return means you can get the help you need quickly.

“We have a wealth of free resources and support online to help you complete your tax return. Search ‘help with Self Assessment’ on GOV.UK to find out more.”

There is guidance available on GOV.UK to help customers complete their tax return for the 2022 to 2023 tax year ahead of the deadline on 31 January 2024. Anyone completing a tax return for the first time can use HMRC’s step-by-step guide which explains what they need to do.

Research undertaken by HMRC shows that 86% of its individual customers are open to engaging with HMRC digitally in the future. It is quicker and easier and has the additional wider benefit of enabling the department to focus more of its phone support on those with complex queries and those who are vulnerable.

Self Assessment customers can pay any tax owed via the free and secure HMRC app. Since April 2023, almost 100,000 customers have paid £121 million in tax via the app.

If customers cannot pay in full, HMRC wants to help them to find an affordable way to pay the tax they owe. They may be able to set up a Time to Pay arrangement and do this online without speaking to HMRC if they owe less than £30,000.

There is a new affordability assessment in the self-serve Time to Pay online service. Customers will be asked about their income and spending to calculate their disposable income and set up an affordable payment plan for them.

For a full list of ways to pay any tax owed, visit GOV.UK.

Customers need to be aware of the risk of falling victim to scams and should never share their HMRC login details with anyone, including a tax agent, if they have one. HMRC scams advice is available on GOV.UK.

‘One stop shop’ website to help people struggling with the cost of living crisis

The Scottish Government has created a ‘one stop shop’ website aimed at helping people in Edinburgh who are struggling with the cost of living crisis.

The website includes guidance on the different kinds of support available, from helping families and households meet rising energy, housing and other costs, to details around accessing Scottish and UK social security payments, including online benefit calculators as well as advice around improving overall health and wellbeing.

It’s important to acknowledge the added stress that money worries can bring and the impact that this can have on your health, both mentally and physically. The website includes information on the support people can access such as the NHS24 Mental Health Hub (available by dialling 111), Breathing Space which is a confidential helpline available by calling 0800 83 85 87, and nhsinform.scot/mind-to-mind which shares advice from peers.

There is also key information around support with health costs such as eye examinations, glasses, contact lenses and dental treatments.

When it comes to families and financial support, the Scottish Government has allocated almost £3 billion in this financial year to help households face the increased cost of living, including £1bn in providing services and financial support not available elsewhere in the UK.

The winter Bridging Payment has been doubled, meaning the December payment will be £260. All eligible families should make sure they are registered to receive free school meals on the basis of low income in order to receive the payment. If they register between now and end of school term they will receive the payment in January.

The Scottish Child Payment has also been increased to £25 a week which can be paid to families with children under the age of 16 who live in Scotland and qualify for certain reserved benefits. There is no limit on the number of children that families can apply for.

Cost of living crisis – Cost of Living Support Scotland (campaign.gov.scot)

Shona Robison, Social Justice Secretary, said: “I know that people are struggling with the cost of living crisis right now and may not know where to turn for help. Our cost of living website is a trustworthy online resource with information on the wide range of vital support available.

“No one should feel alone in this crisis and this website, along with our campaign, aims to encourage people to find out if they are eligible for the extensive support available to access the advice they need.

“We want everyone to get all the financial support and help that is available so I would encourage people to apply for the payments they are entitled to – it might be just the lifeline that is needed right now”.

Cost of living crisis – Cost of Living Support Scotland (campaign.gov.scot)

Online support for new teachers

Hundreds of teachers who are new in post, or working in pastoral or child protection roles, are to be offered support to manage the challenges caused by the COVID-19 pandemic.

Education Scotland and the General Teaching Council for Scotland have partnered with social enterprise organisation KnowYouMore who will provide coaches for the new online one-to-one sessions. Sessions are already being offered to headteachers as part of a support package funded by the Scottish Government last September.

The new programme now includes support for more than 500 teachers in their first four years of post-probation to discuss any personal or professional pressures they are facing as a result of delivering remote learning.

Education Secretary John Swinney, said: “COVID-19 has placed unprecedented strain on school staff and none more so than those who have pastoral care and child protection responsibilities ensuring the emotional welfare of our children and young people as we recover from the pandemic.

“The teacher support package I announced last year will complement the existing professional training and support already taking place for staff in schools across Scotland. Teachers need to be part of a supportive online community and have the space to stop and think about issues that are causing concern.”

Gayle Gorman, Her Majesty’s Chief Inspector of Education and Education Scotland Chief Executive, said: “Education Scotland is fully committed to ensuring the education workforce feel supported and I’m delighted this next phase of our coaching and mentoring offer is available more widely.

“We have found that it really benefits teachers to know there is someone with a listening ear who are there for them. Our 1:1 coaching and mentoring sessions for Headteachers have proved a really popular way of supporting their wellbeing and now the offer is also open to post probation teachers, teachers new to role and those with pastoral responsibilities. I would encourage more practitioners to sign up.”

Ken Muir, Chief Executive, of the General Teaching Council for Scotland, said: “GTC Scotland is pleased to be working with our partners in education to deliver this important coaching to support hard-pressed teachers who are doing all they can to maintain quality learning in challenging circumstances.

“In addition to this coaching, GTC Scotland itself has invested heavily in supporting the mental health and wellbeing of education professionals and will continue to do so throughout the pandemic.”