From 11 December 2023, HMRC are changing the way they support customers and agents through their Self-Assessment (SA) helpline and their Agent Dedicated Line (ADL). Individuals with simple queries will be directed to the existing online services without waiting to speak to an adviser.
HMRC are advising customers that they are likely to have more success resolving their queries through the use of their online services.
Examples of queries that can be resolved more quickly online include updating personal information, chasing on the progress of a Self-Assessment registration, ending Self-Assessment registration, and checking a Unique Taxpayer Reference number (UTR).
There will also be changes to the service provided to agents during this time. HMRC’s Agent Dedicated Line will only take calls about Self-Assessment filing, payments or repayments and will be redirecting agents to use online tools for simple queries wherever possible.
ADL advisers will be unable to assist agents with any queries that are not specifically related to Self-Assessment filing, payments or repayments, or those with multiple client queries or any PAYE-related calls. These will be redirected to alternative channels or asked to call back in February.
HMRC expect their normal service to resume once the Self-Assessment deadline has passed on 31 January 2024.
These changes may cause delays to an individual enquiry with HMRC and bennettbrooks’ enquiries when we are acting as an agent on our clients behalf. With this in mind, we would urge our clients to get in touch as soon as possible if they have personal tax issues to resolve.