HMRC telephone services have collapsed following a technical fault with just over a fortnight remaining until the January 31 self-assessment deadline.
The failure has left millions of taxpayers unable to access urgent support as they race to submit their returns before the midnight cut-off.
The tax authority confirmed the disruption in a statement posted on X.
An HMRC spokesperson said: “Our helplines are currently closed due to a technical issue, which we’re urgently working to resolve.”
Customers were also offered an apology and advised to try calling again later.
The outage comes at a critical point in the self-assessment calendar, when demand for telephone support is traditionally at its highest.
Anyone who fails to file their online tax return by January 31 will automatically receive a £100 penalty, regardless of whether any tax is owed, which is applied immediately after the deadline passes, and increases the longer a return remains outstanding.
The current helpline failure is expected to cause particular difficulties for taxpayers who rely on speaking directly with an adviser to complete their submissions.
Older people and vulnerable taxpayers often struggle with the digital-only system and depend on telephone guidance to navigate the process.
Older people tend to rely on the phone service to complete the process
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Those who have misplaced their Government Gateway user ID or password face additional barriers, as recovering login details can require telephone verification when online recovery options fail.
Taxpayers with complex circumstances are also being affected by the outage.
This includes individuals with multiple income streams, inheritance-related tax questions, or pension contribution issues that cannot be easily resolved online.
Without professional clarification, errors may be made that lead to underpayments or overpayments of tax.
Missing the filing deadline can trigger a series of penalties that go well beyond the initial £100 fine.
Returns submitted up to three months late attract daily charges of £10, which can build up quickly and reach a maximum of £900.
Separate penalties also apply if the tax itself is paid late.
After 30 days, HMRC adds a surcharge of five per cent to any outstanding amount, increasing the overall cost for those who fall behind.
Non-completion could result in a £100 fine
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GETTYFurther five per cent penalties are applied again after six months and twelve months if the balance remains outstanding.
HMRC guidance confirms that interest is also charged on late payments, increasing the total amount owed over time.
With phone lines currently unavailable, taxpayers needing urgent clarification have limited options for resolving issues before the deadline.
HMRC has encouraged customers to use online services while work continues to restore telephone access.
The scope of who is required to submit a self-assessment return is wider than many taxpayers expect.
Self-employed individuals operating as sole traders who earned more than £1,000 in the tax year must file a return.
Business partners are also required to submit returns regardless of the level of profit received.
Parents may be required to complete self-assessment if they or their partner earn more than £60,000 and claim child benefit.
In these cases, the high income child benefit charge must be declared through a tax return.
Landlords receiving rental income are required to report their earnings.
People who receive untaxed income, including tips, commission, or freelance payments, may also fall within the self-assessment system.
HMRC advises anyone unsure whether they need to file a return to check their status online.
Taxpayers can confirm their obligation by using the official Government checker on gov.uk rather than waiting for telephone services to resume.
HMRC has been approached for further comment on when full helpline services are expected to be restored.