Agent Dedicated Line service changes from today

Based on feedback from various agent representative bodies, including the Professional Bodies, HMRC is making changes to the services it provides for agents with Self-Assessment (SA) and PAYE queries via the Agent Dedicate Line (ADL) and the introduction of a new webchat service. These changes, which take effect from today Monday 7‌‌‌ ‌‌October 2024, aim to provide better support to agents. More detailed information is available in an email from HMRC but broadly, the changes mean that agents will be able to call the ADL for queries relating to both SA and PAYE as HMRC recognise the need for a combined resource. 

In addition, a new webchat service solely for agents, covering both SA and PAYE (but not PAYE repayment claims) is now available on GOV.UK. Agents can discuss up to a maximum of 5 taxpayers on an ADL call or webchat and when calling the ADL are now presented with a new telephony option for progress-chasing SA repayments (the route for PAYE repayments is unchanged).

More information is available at the following links:

• Agent Dedicated Line: Self-Assessment or PAYE for individuals, and
• Dedicated helplines and contacts for tax agents.

Chartered Accountants Ireland will be monitoring the impact of these changes as it has long been recommending to government that enhanced services for agents need to be provided.