Changes to HMRC’s agent-dedicated line

Having listened to agent representative bodies, HMRC is making changes to the service it provides for self-assessment and PAYE queries

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From 7 October 2024, HMRC implemented a combined agent dedicated line (ADL) for self-assessment (SA) and pay as you earn (PAYE) queries. Here’s a summary of the key changes:

Combined ADL and webchat:

  • Agents can use one ADL for SA and PAYE queries (excluding repayment enquiries).
  • A new webchat service will also be available exclusively for agents.

Repayment queries:

  • For PAYE repayment enquiries, agents should utilise the webchat service.
  • For SA repayment enquiries, agents can either use the webchat service or call the ADL and select the new option specifically for chasing SA repayments.

Call/webchat limitations:

  • Each interaction can address queries for up to five taxpayers.
  • Individual calls or webchats may be capped at one hour.

Agents are encouraged to use the Where’s My Reply (WMR) tool for updates on response times and repayment statuses. For detailed procedures, agents can refer to HMRC’s guidance on using the ADL, which includes information on when and how to contact HMRC regarding client matters and links to digital services.

ACCA appreciates the valuable feedback from members regarding HMRC services, which plays a crucial role in representing your interests. Please do continue sharing your experiences either by joining the Member Insights Community or by contacting the policy team at ukpolicy@accaglobal.com.

Additionally, ACCA expresses thanks to HMRC for incorporating feedback from professional bodies to improve agent services, especially as the self-assessment season approaches. This collaborative effort is vital for enhancing the overall experience for agents and their clients.