HMRC has issued the following communication which will affect how agents and taxpayers will be able to contact and interact with HMRC from June 2025.

Following discussions and a review of both the Agent and Customer Online Forums, HMRC has taken the decision to close both with effect from the 30 June 2025. This decision reflects the increasing popularity of our newer, superior digital support channels and a move to modernise and improve the online services we offer.  

In preparation for the closure, the forums will stop accepting new queries from early June 2025.

Agent Online Forum

As an alternative to the Agent Forum, you can use HMRC’s digital support channels listed below. These offer a range of tailored support and allow agent queries to be addressed more quickly and efficiently.

• Webchat: an agent only channel which offers a faster alternative to telephony.
• @HMRCCustomers on ‘X’ (formerly Twitter): for help with general queries about HMRC’s products and services
• Agent Talking Points Webinars: for information on a range of subjects with opportunities for participants to submit questions.
• Tax agents’ handbook: for information to help tax agents and advisers find guidance, use HMRC services and contact HMRC.  
• Service Dashboard: for information on current service levels for post and online requests.
• Agent update: a monthly online digest of information specifically for the agent community.

Customer Online Forum

Customers can direct queries to the alternative digital support channels listed below. These offer a range of tailored support and allow queries to be addressed quickly and efficiently.

To ask a question:

• Visit Contact HMRC , select the area you would like to query and click ‘Ask HMRC online’. HMRC’s digital assistant can help with a variety of self-assessment and tax payment queries. If your query cannot be answered by the digital assistant, it will be escalated to an advisor.
• Contact @HMRCcustomers on X (formerly known as Twitter) for help with general queries relating to HMRC’s products and services.

For guidance and education:

• GOV.UK provides comprehensive written guidance and interactive products and guides.
• Access a range of recorded webinars and signup to receive notification of future webinars.
• The HMRC App is a quick and easy way to get information about your tax, National Insurance, tax credits and benefits.
• Watch our YouTube videos. These short information videos provide quick help and reassurance.

HMRC has stated that the closure of these online forums aligns with its Digital Channel Strategy, prioritising services that are quick and easy to use, allowing agents and customers to self-serve and offering real-time support. It will also allow HMRC to redirect resource to support its most popular channels and develop technologies that meet current and future customer needs.