In this week’s miscellaneous updates, HMRC has sent the March 2025 Stakeholder Digest and we are now able to share that HMRC has paused the issuing of Self-Assessment (SA) repayments for new claims via phone, including the Agent Dedicated Line (ADL), and webchat until further notice. We remind you that HMRC’s new email query service for agents is live and the Institute for Fiscal Studies has published a podcast looking at the future of corporation tax to mark its 60th anniversary. And finally, the Charter Stakeholder Group has launched a survey on HMRC’s performance against the HMRC Charter.
HMRC has paused certain SA repayments
Last month HMRC made us aware that it had paused SA repayments for new claims via phone (including the ADL) and webchat until further notice. We are now officially able to share this information. The message from HMRC is as follows:
“On Thursday 27 March HMRC paused the issuing of SA repayments for new claims over the telephone (including ADL) and via webchat until further notice. This measure is part of enhanced security controls introduced in response to an increase in the ongoing suspected fraudulent repayment attempts.
Agents can continue to claim client refunds online via their agent account. Agents who are unable to access their online account are advised to contact our OSH on 0300 200 3600. Digitally excluded customers will need to apply by post.
If your client contacts us directly they will be advised that the best way to claim refunds is online via their online tax account or through their agent.
The majority of requests relating to existing SA repayments can continue to be made via telephone and webchat. A small number of existing claims may be impacted by our enhanced security controls. In these limited circumstances customers will also need to claim their refund online.
Telephone and webchat can continue to be used for all other SA enquiries.
Please ask your members to continue to support us by:
- being extra vigilant for phishing scams that could result in fraudsters gaining access to agent accounts and client tax records
- choosing strong passwords and changing them regularly
- paying close attention to any advice or instruction from HMRC regarding account security, particularly in the event of an agent account suspension.”
Reminder: new HMRC email query service for agents
This service went live from 31 March. As agents must use the ‘Where’s my reply’ process first before using the email query service, details of how to access the service are integrated into HMRC's Tax agents handbook. Go to 'Contacting HMRC' and 'Check progress and service levels' where you will see the email address which is: personaltaxqueryresolutionserviceforagents@hmrc.gov.uk.
HMRC has advised that this email address is likely to change so please always ensure you refer to the full guidance should you wish to use this service.
Charter Stakeholder Group 2024/25 HMRC performance survey
The Charter Stakeholder Group has launched its 2024/25 survey seeking feedback on HMRC's performance against the standards in the HMRC Charter. The results of the survey are shared anonymously with HMRC and published in the Charter Annual Report.
The survey contains 11 choice questions and a box for broader comments (250 words only). Responses can be made until 2 May 2025. Anyone who is an agent and a taxpayer and wants to respond in both capacities should complete the survey twice.
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