Last week we told you about changes which HMRC is making to the waiting times on the Agent Dedicated Line (“ADL”) which take effect from today, Monday 2 October 2023. The Institute wants to hear from agents calling the ADL in the next few weeks as we continue to discuss this change, and its impact, with HMRC. Broadly, the changes will mean longer waiting times with certain types of PAYE calls being rerouted to other helplines. HMRC has since shared some further information and messaging on the changes, which we have outlined below.
HMRC’s Representative Body Steering Group forum, at which these changes are being discussed with us and the other Professional Bodies, has passed all feedback received to the various HMRC operational teams implementing them. For example, at present there remains a lack of clarity around the types of PAYE queries which will be diverted to other helplines. We expect to hear more on this aspect in the coming weeks.
It is also unclear how much longer an agent may expect to wait. HMRC has advised us that it will be closely monitoring the revised service and will provide further clarification which will be included in October’s Agent Update publication.
Further discussions will also be held with the Professional Bodies hence why we urge you to get in touch and share your experiences and feedback on the impact of these changes as they bed down.
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