The Bishop of St Albans received the following written answer on 30th January 2024:
The Lord Bishop of St Albans asked His Majesty’s Government what plans they have to ensure customers are adequately supported given recent changes to HMRC’s phone support for taxpayers.
Baroness Vere of Norbiton (Con, Treasury): This is a busy time for customers who want to get their taxes sorted. Directing those with simple queries to online services, where they can be resolved more quickly, will ensure telephone advisers are available to help customers with complex queries or those who cannot get online.
We know that some customers are unable to reach to us online, HMRC will continue to help them by telephone, and this includes their extra support services. The service is for customers who cannot contact them due to health or personal issues. Customers can ask for phone, video, or in-person appointments. When they phone the HMRC helplines, their advisers will assess their circumstances to offer the best option for them.
Footnote:
Information on the Extra Support can be found here:
Get help from HMRC if you need extra support: Help you can get – GOV.UK (www.gov.uk)
The Church of England in Parliament 
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