HMRC has made changes to the service it provides for agents with Self-Assessment (SA) and PAYE queries. These are effective 07 October 2024.
An announcement was made on 03 October 2024 in HMRC’s ‘Update for Agents‘ announcing changes to service for agents with queries, now detailed in HMRC’s updated guidance ‘Dedicated helplines and contacts for tax agents’:
- There is now one combined Agent Dedicated Line (ADL) for SA and PAYE. The telephone number is unchanged (0300 200 3311), as are the opening times (Monday to Friday: 8am to 6pm)
- A webchat service (‘Ask HMRC Online’) solely for agents is available, covering both SA and PAYE (but not repayment claims)
- As an agent, you can discuss details of a maximum of 5 customers on a call or webchat. HMRC say that this is to ensure they deliver ‘a fair service’. Note that calls may be capped at one hour in duration to support the ‘wellbeing’ of HMRC’s advisors
With regard repayments which are not covered by the changes, HMRC remind agents to use the Where’s my reply (WMR) tool for checking when HMRC will respond, including a date when a repayment will be made. HOWEVER, when the date given has passed, queries relating to repayments can be dealt with as follows:
- For PAYE via the webchat service
- For SA via the webchat service or by calling the ADL, choosing the NEW option (note that SA repayments will not be dealt with if the main ADL option is selected)
For Bookkeepers
Via the digital assistant, HMRC introduced a limited webchat service for agents in October 2023, which they have continued to enhance, working with agent representative bodies. Despite this latest improvement to services, members should note the below:
HMRC still encourages agents with routine enquiries to use their range of digital services, if possible. However, the changes from 07 October 2024 are a recognition that not everything you need to do to support your clients is available online and you may need to contact HMRC directly.
