Changes to the SA Helpline and the ADL until 31 January
By Susan Cattell, Head of Tax Technical Policy
7 December 2023
We outline changes to HMRC’s SA Helpline and the Agent Dedicated Line (ADL) from 11 December to 31 January, when they will only be answering priority calls.
SA Helpline
If you call the SA Helpline from 11 December to 31 January, you will generally only be able to speak to an HMRC adviser if you have a priority self assessment query that can’t easily be dealt with online, or you can’t use HMRC’s online services.
Most calls to the helpline will be directed to HMRC’s online services, using recorded messages on the helpline, supported by text messages. HMRC has given examples of things they believe can be dealt with more quickly online than via the helpline, including, updating personal information, chasing the progress of a SA registration, ending SA registration, and checking a Unique Taxpayer Reference number.
The intention is to allow the helpline to focus on the more complex or urgent queries (for example, to do with filing) and helping those who cannot use online services.
Agent Dedicated Line
The ADL will be adopting a similar approach to the SA helpline. The helpline will only take calls about SA filing, payments or repayments and agents will be redirected to online tools for simple queries, wherever possible.
HMRC has advised that agents with queries on other topics, including PAYE queries, will need to use other channels. However, agents will be able to use the SA digital assistant for all SA queries.
We welcome feedback from members on how this works in practice. Email tax@icas.com to let us know whether you experience any issues with getting urgent SA queries resolved.
Digital options for agents
When HMRC announced previous changes to the ADL which took effect from 2 October, it said that it was looking at some possible improvements to digital options for agents and increasing the efficiency of the ADL.
We would like to see HMRC deliver a good service on the ADL, but also to go much further in providing good digital options. Agents generally prefer to use online services, rather than waiting on helplines, but it is essential that proper digital options are in place that allow agents to act effectively for their clients.
Let us know your views
ICAS responds to many tax calls for evidence and consultations, as well as producing tax policy papers and reports. We also regularly attend meetings with HMRC at which service levels, delays and other issues are discussed, and we raise problems being encountered by members. We welcome input from members to inform our work; email tax@icas.com to share your insights and feedback.
