HMRC expands agent-related services
HMRC has written to the CIOT to confirm updates to the services provided on the Agent Dedicated Line. What’s changed?
HMRC found that over a third of calls last year to its Agent Dedicated Line (ADL) were chasing self-assessment repayments. In an attempt to make better use of resources, agents must now wait until the expected date from the where's my reply tool has passed before contacting HMRC for an update. When calling the ADL, a new option will be available specifically for self-assessment repayments.
In response to feedback from agents, the ADL and a new, agent dedicated, webchat will now deal with both self-assessment and PAYE queries. However, to ensure fairness and reduce waiting times, agents can discuss a maximum of five customers per call or webchat session, for a maximum of one hour.
Further details on HMRC waiting times and how to contact it can be found here.
Related Topics
-
HMRC’s new compliance check service
HMRC has published a collection of videos and notes to help if you’re picked for a compliance check. Is HMRC’s new service worth a look or is it just official propaganda?
-
Income sharing trouble for separated couple
After a couple separated one spouse received income from letting the property she jointly owned with her estranged spouse. HMRC taxed all the income on her. Was it right to do so or should her spouse have been taxed on half the income?
-
How to handle workers aiming to "Slide Away" to an Oasis Concert
The Oasis Live ’25 UK reunion tour starts in Cardiff on 4 July 2025 and concludes in London on 28 September 2025. With ticketless fans keen on obtaining last-minute tickets and ticketed fans eager to get to the gig for when the gates open, this could have an impact on staff productivity and timekeeping. How can you tackle these issues?