Webchat for agents is continuing and new process for chasing repayments

Last week, HMRC confirmed that it is continuing to offer webchat services for the Agent Dedicated Line (“ADL”) beyond 31‌‌‌ ‌‌January 2024 for both Self-Assessment (“SA”) and Pay as You Earn (“PAYE”). Effectively this appears to permanently change how HMRC handles some agent queries and follows on from recent restrictions introduced to the types of queries dealt with by HMRC on both the ADL and its SA helpline. More information is available in an email sent last week by HMRC. If members have questions which have not yet been addressed or experience any problems with these further changes, please get in touch.   

The email confirms that agents will be able to access webchat via HMRC’s digital assistant without the need to transfer to a HMRC representative. Agents with “complex or urgent SA queries” can still speak to an adviser on the ADL, selecting option 1 from the menu.  

The PAYE webchat service will focus on repayment queries and can be accessed through the PAYE digital assistant. Agents with PAYE coding queries or complex PAYE queries can once again call the ADL, selecting option 2 from the menu.