How to use AI to understand an HMRC, council or NHS letter (UK)
A brown envelope from HMRC, a council tax bill that doesn't add up, a hospital letter full of jargon, or a Universal Credit decision you don't understand. Official letters can be confusing and worrying. A free AI chatbot can explain one in plain English in a minute or two – what it means, what you need to do and by when. This guide gives you copy-and-paste prompts, shows you what to hide before you share anything, and tells you when to pick up the phone instead.
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What AI can (and can't) do with an official letter
- It can explain jargon and long sentences in plain English, pull out what you're being asked to do and any dates, list the questions to ask when you phone, help you draft a short reply, and translate a letter so you get the gist.
- It can't see your records, know whether the figures in your letter are right, or tell you for certain whether a letter is genuine. It can also misread a letter, get rules wrong or miss a deadline.
- It isn't a professional. It doesn't replace your GP, an accountant, a solicitor or a free adviser at Citizens Advice.
Think of it as a patient friend who is good with words: AI explains, you check with the organisation before you act.
Which free chatbot to use
Any of the big free chatbots will do. Pick the one you already use:
- ChatGPT – a good all-rounder, and the app can read a photo of a letter. New to it? See our beginner's guide to ChatGPT.
- Microsoft Copilot – free, and built into Windows and the Edge browser.
- Google Gemini – free with a Google account.
- Claude – free tier, good at clear, calm explanations of long documents.
You don't need a paid plan or a special app. Free versions have usage limits that change over time, but explaining a letter fits easily within them. Wondering whether paying is ever worth it? See our free vs paid guide.
Hide your personal details first
A chatbot doesn't need to know who you are to explain a letter. Before you paste, type or photograph anything, remove or cover:
- Your name, address, date of birth and phone number.
- Your National Insurance number, NHS number, Unique Taxpayer Reference (UTR) or passport number.
- Account, customer, claim and reference numbers.
- Bank details, card numbers, sort codes – and any passwords, PINs or Government Gateway sign-in details.
- Details about your health, or about anyone else, that the chatbot doesn't need.
Tip: the safest way is to type out or copy just the paragraphs you don't understand. If you'd rather take a photo, fold the letter or cover the top with a piece of paper so your name, address and reference numbers aren't in the picture – then check the photo before you upload it. Use placeholders such as [MY NI NUMBER] or [REFERENCE] if the chatbot needs to know something is there.
Many chatbots let you switch off using your chats to train their AI in the settings, and some have a temporary chat option that doesn't save to your history. More tips in our AI safety guide.
The main prompt: explain this letter
Copy this, paste in the text of your letter (with your personal details removed) and send:
“Explain this letter in plain British English, as if I've never dealt with this before. It's from [HMRC / my council / my GP surgery / a hospital / DWP / DVLA]. Tell me: 1) what the letter is about, in two or three sentences; 2) exactly what I'm being asked to do, if anything; 3) any dates or deadlines it mentions, copied exactly as they appear in the letter; 4) what could happen if I do nothing; 5) any words or abbreviations I might not know. Don't guess – if something isn't clear from the letter, say so and tell me who to ask. Here is the letter: [paste the text]”
Then keep the conversation going: “What questions should I ask when I phone them?”, “Explain point 3 again more simply” or “Is there anything in this letter that looks like a warning sign of a scam?”
Prompts for common UK letters
Use one of these with the main prompt, or on its own with your letter:
- HMRC tax code or tax calculation: “My tax code has changed from [old code] to [new code]. Explain what each part means, and the common reasons a tax code changes. What should I check in my HMRC online account or the HMRC app?”
- HMRC ‘Simple Assessment’ or tax bill: “This HMRC letter says I owe tax for [tax year]. Explain how they've worked it out, step by step, and what I can do if I think the figures are wrong. Don't do the sums yourself – just explain the letter.”
- Council tax bill: “Explain the parts of this council tax bill: the band, the charges and any discounts. What discounts or reductions might be worth asking my council about – for example if I live alone or I'm on a low income?”
- Parking or traffic penalty (PCN): “Explain this penalty charge notice: who issued it, how much it is, whether there's a reduced amount for paying early and by what date, and how the letter says I can challenge it.”
- NHS appointment or hospital letter: “Explain this hospital letter in plain English. What kind of appointment is it, what do I need to do before it, and what should I bring? Explain any medical words.” (For what your results mean for you, ask your GP or the team named on the letter.)
- Universal Credit, PIP or other DWP decision: “Explain this benefit decision letter. What has been decided, from what date, and why? If I disagree, what does the letter say I need to do and by when?”
- Energy, water or other bill: “Explain the charges on this bill, including the standing charge, and whether it's based on an estimated or actual meter reading.” For gas and electricity, see our guide to understanding your energy bill with AI.
- Write a reply: “Draft a short, polite reply to this letter. Say that [what you want to say, e.g. I've already paid on (date) / I need more time / I'd like a breakdown of the figures]. Use [MY NAME], [MY ADDRESS] and [REFERENCE] as placeholders, and don't invent any facts.”
Check before you act
- Check every date against the letter itself. AI can misread or miss a deadline. Write the real deadline on your calendar from the paper copy, not from the chatbot's summary.
- Don't rely on AI for the rules. Chatbots can be out of date or simply wrong about tax, benefits and fines. Check on GOV.UK, NHS.uk or the organisation's own website, or ask them directly.
- Don't pay or ignore anything because a chatbot said so. If you think a bill or decision is wrong, contact the organisation – the phone number or website should be on the letter, but check it against the official website first.
- Keep the original letter and make a note of when you phoned, who you spoke to and what they said.
- Time limits can be short. For example, if you want the DWP to look again at a benefit decision (a ‘mandatory reconsideration’), you normally need to ask within one month of the date on the decision letter. Many parking penalties are cheaper if paid within a set number of days. Check the exact dates on your letter.
Is it a scam? Check before you call or pay
Criminals send fake letters, emails and texts that pretend to be from HMRC, councils, the NHS, the DVLA and others – and AI makes them look more convincing. Warning signs include:
- Pressure to act right now, or threats of arrest or court.
- A tax refund, rebate or grant you weren't expecting.
- A request for your bank or card details, or to pay by bank transfer, gift cards or cryptocurrency.
- A link, QR code or phone number that doesn't match the organisation's official website.
HMRC says it will never use email, text or phone calls to tell you about a tax rebate or ask for your personal or payment information. To check any official contact, find the phone number or website yourself – for example on GOV.UK or your council's website – rather than using the one in the message. GOV.UK also has a list of genuine HMRC contacts you can check against.
- Forward suspicious HMRC emails to phishing@hmrc.gov.uk and HMRC texts to 60599.
- Forward other scam texts free to 7726, and suspicious emails to report@phishing.gov.uk.
- Report fraud to Report Fraud (reportfraud.police.uk, 0300 123 2040) in England, Wales and Northern Ireland, or to Police Scotland on 101.
- If you've given out bank details, call your bank straight away – you can dial 159 to reach many UK banks safely.
A chatbot can help you spot warning signs, but it can't confirm a letter is real. More in our AI safety guide.
Easier ways to read a letter
- Your phone can read text from a photo. iPhones have Live Text, and Android phones have Google Lens, so you can copy the words from a letter without retyping them. Remember to leave out your personal details when you paste.
- Read aloud: most phones can read selected text out loud in their accessibility settings, and Microsoft's free Seeing AI app can read printed documents aloud.
- Ask for a format that suits you. You can ask most organisations for letters in large print, braille, easy read or another language. In England, NHS and adult social care services must follow the Accessible Information Standard, which means meeting your communication needs.
- Someone you trust. A family member, friend or a free adviser can sit with you while you read it. Never share your passwords or sign-in codes with anyone, though.
When to get free help instead
Use AI to understand the letter, but talk to a person if it's about debt, eviction, a court claim, bailiffs, losing a benefit, or your health. These services are free:
- Citizens Advice – benefits, council tax, debt, housing and more. England 0800 144 8848, Wales 0800 702 2020, Scotland 0800 028 1456, or webchat on citizensadvice.org.uk. In Northern Ireland, try Advice NI.
- HMRC – use your HMRC online account or the HMRC app, or the contact details on GOV.UK. If you're struggling to pay a tax bill, contact HMRC as soon as you can rather than waiting.
- NHS letters – call the department or GP surgery named on the letter. For urgent medical worries, use NHS 111.
- Money and debt – MoneyHelper, National Debtline and StepChange give free, confidential advice. Our guide to making a household budget with AI lists them.
- Something gone wrong? If an organisation has made a mistake and won't put it right, our guide to writing a complaint letter with AI covers UK complaint routes.
Contact details can change, so check the official website if you're unsure.
Frequently asked questions
Can ChatGPT explain a letter from HMRC or the council?
Yes. The free versions of ChatGPT, Microsoft Copilot, Google Gemini and Claude can explain an official letter in plain English: what it's about, what you're being asked to do, and any deadlines. Remove or cover your name, address, reference numbers and National Insurance number first, and check anything important with the organisation or on GOV.UK.
Is it safe to upload a photo of a letter to a chatbot?
Only if you hide the personal details first. Crop or cover your name, address, National Insurance number, NHS number, account and reference numbers, and any bank details before you take the photo. Safer still, type out or paste just the main paragraphs, with placeholders such as [MY REFERENCE] instead of the real details.
Can AI tell me if a letter is a scam?
It can point out common warning signs, such as pressure to pay quickly or a request for bank details, but it can't confirm whether a letter is genuine. To check, contact the organisation using a phone number or website you have found yourself – for example on GOV.UK – not the details printed on the letter, email or text.
Can AI help me reply to an official letter?
Yes. A chatbot can draft a short, polite reply, a list of questions to ask on the phone, or notes for an appeal. Use placeholders for your personal details, check every fact, and send it using the method the organisation asks for. For appeals, debts or anything legal, get free advice from Citizens Advice as well.
Can a chatbot translate an official letter into another language?
Yes, chatbots can translate a letter into many languages, but translations can miss important details. Use it to get the gist, and ask the organisation if it can provide information in your language or an interpreter – many councils and NHS services can.
Do I need a paid AI plan to understand letters?
No. Explaining a letter fits easily within the free versions of the main chatbots. If you hit a daily limit, wait a while or try another free chatbot.