Changes to the Agent Dedicated Line from 7 October 2024

2 Oct 2024

Please see below the message we are sharing on behalf of HMRC:

Dear customer,

Having listened to agent representative bodies, HMRC is making changes to the service it provides for agents with Self Assessment (SA) and PAYE queries. 

These changes, taking place from 7‌‌‌ ‌‌October 2024, will help HMRC to better support agents who have complex or urgent queries.

Changes to service for agents from 7‌‌‌ ‌‌October 2024

The changes will be:

  • one, combined helpline for agents’ queries relating to SA and/or PAYE
  • to ensure a fair service, an agent can discuss a maximum of 5 customers on a call or webchat
  • a webchat service solely for agents, covering both SA and PAYE (not repayment claims) – a link to webchat will be available on GOV.‌‌‌‌‌UK 
  • agents calling the Agent Dedicated Line (ADL) will be presented with a new telephony option for progress-chasing SA repayments (the route for PAYE repayments will continue as is)

Why these changes are happening

We encourage agents with routine enquiries to use digital services where possible. However, we recognise that not everything you need to do to support clients is available online and you may need to contact us. 

We are working with agent representative bodies to understand more about what agents need and have used this feedback to enhance our services.

The Agent Dedicated Line (ADL) 

Agents who need help with complex or urgent queries can call the ADL or use the specialist webchat. 

From 7‌‌‌ ‌‌October 2024 our experienced advisers will help with both SA and PAYE queries. We’re making this change as agents have told us that a combined resource would be a more efficient way of resolving complex cases. 

This complexity, and agents needing to discuss multiple customers, can make calls longer and result in increased waiting times for others. To offer a fair service to as many agents as possible our advisers will discuss a maximum of 5 customers per call, or webchat session. To support the wellbeing of our advisers the number of queries might be less if the total call or webchat exceeds 1 hour. 

The phone number and opening times for the ADL will remain the same.

Webchat for agents

We introduced a limited webchat service for agents in October 2023, which we have continued to enhance. From 7‌‌‌ ‌‌October 2024 our agent webchat will cover both SA and PAYE. You can access it from the digital assistant.

If you have queries about repayment claims you must use different routes for these

Repayment claims 

Last year more than a third of calls to the ADL were from agents wanting to find out when a repayment claim is likely to be resolved. These calls are often within a few weeks of the claim being submitted and in large quantities. They mean our advisers aren’t able to help agents with more complex or urgent queries

Agents must first use the Where’s My Reply (WMR) tool and check that the date has passed.

From 7‌‌‌ ‌‌October 2024, when the time given on WMR has passed, agents can:

  • continue to use the webchat service for updates on PAYE repayments
  • use a new telephony option for SA repayments 

SA repayments will not be dealt with if the main ADL option is selected. This trial approach for SA will help us to gain insight into the type of repayments being claimed and inform our future plans. 

Continuing to improve our services

We are grateful for the continued support of agent representative bodies in helping to shape our services to meet the needs of their members.

Yours faithfully

HM Revenue and Customs