HMRC Agent update 131 includes the following key updates on obtaining HMRC support.

We have made further improvements to the Personal Tax Query Resolution Service for Agents which launched on 31 March 2025. Agents can now access the service using the Check when you can expect a reply from HMRC tool, instead of emailing us.

The tool will guide agents through the eligibility criteria before submitting a query. This should make the service easier to access for agents, save them time, and increase our internal efficiency so our teams can focus on eligible queries and continue to respond within the set timeframes.

The service is an escalation route for Self-Assessment and PAYE queries.

As a reminder, the service for agents provides an escalation route for Self Assessment and PAYE queries for individuals that our Agent Dedicated Line or Agent Webchat have not resolved.

Agents can use the Personal Tax Query Resolution Service through the ‘Where’s my reply tool’ when:

• at least 20 working days have passed from the reply date given in the tool
• tried at least twice to resolve the query by contacting the Agent Dedicated Line or Agent Webchat
• have not already initiated a complaint with HMRC related to the query

Once a query has been submitted, we will:

• contact the agent within 48 hours to acknowledge the query
• provide an update every 5 working days
• aim to resolve the query within 20 working days, or make an action plan if we cannot

To help us resolve queries within the set timeframe, we ask that agents: 

• provide all relevant information and documentation that we ask for to help us resolve the query
• answer the phone if you are expecting a call from us, and make sure that your phone line accepts withheld numbers
• respond promptly if we ask for clarification, or more information
• do not chase a query before the 20 working days have passed
• do not use this service to chase repayments, chase postal delays or queries relating to Making Tax Digital

We will continue to review and improve the service regularly to make sure we are meeting agents needs.

Contact and support from HMRC

Agents are reminded of the following communication channels and support services:

• webchat – an agent only channel which offers a faster alternative to telephony
• @HMRCCustomers on X (formerly Twitter) – for help with general queries about HMRC 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 Updates – a monthly online digest of information specifically for the agent community

Further guidance and education available:

• 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 videos — these short information videos on the YouTube website provide quick help and reassurance