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
-
Budget 2025: the key announcements
The Chancellor announced many changes to the tax system, with some coming into effect immediately and others in several years. What are the headline changes?
-
Static company car advisory fuel rates
The amount that employers can reimburse staff for business travel in company cars from 1 December 2025 has been announced. What's changing?
-
Extracting property from your company
As your retirement date is fast approaching, you’re looking to sell your company, but you want to keep the property it owns. A friend said you can buy the property from the company, but what are the tax consequences and is there a better option?