Telecoms solution to ‘remove the pain’ of HMRC wait times

A newly-launched telecoms software solution will seek to increase fee generation and employee satisfaction for accounting firms by eliminating time spent on hold to HMRC.

NoQu, which was launched in June by telecoms entrepreneur Robin McIntire, enables accountants to call a dedicated number and request a call back when an HMRC agent is on the line, effectively eliminating the lengthy wait times which have provoked criticism from the accounting and self-assessment taxpayer communities in recent months.

Gordon Robson, director of NoQu, explains that the firm initially built the service for consumers trying to reach utility companies, but decided to target a different market altogether as a result of the growing frustration among accountants.

“We have been constantly talking to accountants, ranging from ‘one man bands’ to large firms, and the feedback we’re receiving certainly makes it clear that we’ve hit a nerve.”

Pressure mounting on HMRC

HMRC has faced increasing backlash for backlogs and service slowdowns since the self-assessment tax deadline period in January.

While COVID-19 has played a role in this, the tax authority’s huge staff cuts are thought to be predominantly to blame, with employee levels having decreased by around a quarter in recent years.

“The trend of falling standards of service started before [the pandemic] so we can’t blame it all on covid,” Peter Grant, MP for Glenrothes said at the time.

Criticism has persisted since then; the ICAEW called for an emergency taskforce in February to tackle “unacceptable” service levels, while CIOT remarked in June that poor HMRC service “hammers away” at trust in the UK’s tax system.

In an attempt to reduce the burden on HMRC phone lines and prioritise “urgent” cases, HMRC has since announced that it will close its self-assessment helpline for three months from 12^th June.

‘Huge’ benefits for accountants

“HMRC closing the self-assessment helpline has poured fuel onto an already raging fire,” NoQu’s Robson adds.

“When the self-assessment lines open again on 4^th September, the chances are callers will witness horrendous, never before seen, call hold times. We are gearing up for this now by constantly enhancing NoQu to provide an even more efficient service to accountants.”

Elaborating on this, Robson cites what he characterises as the two main benefits of the tool – enabling enhanced fee generation and greater employee satisfaction.

“Not only does NoQu free staff to get on with their work, it keeps them much happier as they don’t have to spend huge periods of time on hold.

“In addition, when they are put through to an HMRC agent they are more likely to be friendly creating a more pleasant experience for both parties.”

Within the next month or so NoQu plans to have the service fully online, enabling a call back request to be made via the NoQu web portal. The service will also be integrated with Microsoft Teams.

Mixed market reaction

The emergence of NoQU and its development plans is welcomed by Rob Hackney, tax manager at DSG Chartered Accountants. While a “condemnation of HMRC service standards”, a solution aimed at reducing lengthy wait times is likely to be embraced by the accounting community, he says.

“It’s a clear condemnation of HMRC service standards, that we’ve reached the point where tools such as NoQu are being developed. But any potential routes to minimise the frustration of lengthy call waits and dropped calls will be welcomed by many agents and advisors.”

However, he goes on to argue that the additional cost is “likely to be off-putting to many”, in addition to sympathising with HMRC’s push to drive digitisation of the tax systems.

“Extensive uptake of the service may drive additional demands on HMRC contact numbers, in contradiction to HMRC’s drive for increasing digitisation of the tax system,” he says.

“There are certainly many cases where telephone contact is needed, but I have some degree of sympathy with HMRC’s repeated emphasis of the increasing range of matters for which online services can offer a quick and efficient service.”

Julia Kermode, CEO of specialist payroll auditor PayePass, offers a similarly mixed reaction to the solution. While potentially useful in some ways, a service that queues on accountants’ behalf is likely to only free up time for minor, clerical tasks.

“This product is not going to be revolutionary for accountants, as it’s unlikely that complex tasks could be done whilst queueing due to the likelihood of being interrupted.”

Kermode also notes that, while it “would be nice” for the self-employed to use the tool, this will not be possible in the near future due to the helpline closure.

A HMRC spokesperson told Accountancy Age: “We encourage agents to interact with us digitally wherever possible instead of calling, to free-up our phoneline for those who need to talk to us about more complex issues.

“Agents can save time and streamline the process by using our online services to submit tax returns, update client information and receive notifications.”