Last week, HMRC announced via the latest Agent Update and an email to agents that from next Monday 2 October 2023 it will no longer aim to operate to a 10-minute service level on the Agent Dedicated Line (“ADL”), therefore waiting times may vary depending on how many agents are calling HMRC at any one time. The Institute wishes to make clear that it does not agree with HMRC that this change will allow an improvement in HMRC services. The announcement comes against the continuing backdrop of resource and budgetary pressures being experienced by HMRC.
In addition to no longer working to a 10-minute wait time on the ADL, the announcement also confirms that from 2 October, information on call waiting times will be introduced, and PAYE queries will be re-routed to PAYE advisers, not those on the ADL. We have asked HMRC to provide more information on precisely what PAYE queries will be rerouted in order that agents may directly call the relevant helpline instead of calling the ADL and being rerouted.
We have previously discussed the importance of the ADL with HMRC, and although the ADL will remain available, we are disappointed to see what will effectively be a reduction in service levels to agents. Coupled with the recent closure from 12 June to 4 September of the self-assessment (“SA”) helpline, we are concerned that this will have a serious impact on the ability of agents to support their clients in busy season in the next few months in the run up to the 2022/23 online SA filing deadline on 31 January 2024.
The Institute will continue to discuss the impact of these changes, and HMRC service levels with HMRC. As the ADL changes take effect from next week, we want to hear from you about the impact that this change is having. Please get in touch by email to let us know so that we may represent your views at meetings with HMRC.
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