As explained in a government press release, the intention behind GOV.UK Chat is to allow users to “ask questions in plain language and receive instant, clear and reliable answers drawn from official government information”. Drawing from approximately 80,000 web pages on GOV.UK, it can answer questions on a wide range of topics, including accessing funded childcare, buying a first home, pensions - and tax.

Background 

The Government Digital Service (GDS) has been working on GOV.UK Chat for several years, refining and improving the chatbot based on feedback from trials. Although it was officially launched on the GOV.UK app on 14 May 2026, it was first made available to GOV.UK app users on 26 March 2026 in a soft launch (ie, without any proactive communications). 

In a blog post, GDS reports that, following the soft launch, GOV.UK Chat was used by more than 7,800 people to ask more than 15,000 questions. It is said that demand has been strongest for answers relating to tax, driving and transport, and benefits.   

To use GOV.UK Chat, you first need to download the GOV.UK app.  

Concerns 

Although GOV.UK may help users find the information they need more quickly and easily, there are concerns around: 

• keeping data secure; 
• ensuring answers are accurate; and 
• the impact on other forms of contact with government, including helplines.  

GDS says that privacy was “a key policy throughout development”, and that the chatbot “lets people know they should not share personal information, as well as ensuring the system filters out any personal information that may be provided”  

Further, says GDS, GOV.UK Chat has the following safeguards:  

• it clearly signposts when users should check the original guidance, providing links to that guidance;
• it does not attempt to provide advice; and
• it is monitored and evaluated to ensure accuracy and safety.

The government hopes that the chatbot will reduce telephone contact, pointing to “research suggesting up to half of callers questions could be answered by GOV.UK Chat”. It is not clear if the government sees GOV.UK Chat as an addition to, or replacement of other forms of contact. The press release ends with the commitment that “Helplines and other forms of government support services will remain available to those that need it”. 

Tax and AI

When answering tax queries, GOV.UK Chat draws from HMRC’s guidance on GOV.UK and not HMRC’s manuals. Therefore, it may not be suitable for more complex questions. 

In January 2026, the seven Professional Conduct in Relation to Taxation (PCRT) bodies and associations, including ICAEW, published guidance to help members apply the PCRT fundamental principles when using AI tools in tax work. An earlier article provides a summary of the key messages from the guidance, including the reminder that members are ultimately responsible for any work they produce, and for regulated firms, any work which the firm prepares, irrespective of the use of AI tools in its creation. 

Next steps

GDS will continue to develop GOV.UK Chat and hopes to “add further features to help give people their time back”.