Positive changes to the ADL in response to feedback from professional bodies
By Susan Cattell, Head of Tax Technical Advisory
3 October 2024
HMRC is making improvements to the Agent Dedicated Line (ADL) in response to feedback from professional bodies, including ICAS. Discover what you need to know about the changes.
As you'll be aware HMRC has made various changes to the ADL in the past year, which have been outlined in earlier articles. We have fed back your comments on the changes, including the split approach to dealing with PAYE and Self Assessment queries.
Changes to the ADL from 7 October 2024
Having listened to agent representative bodies, HMRC has announced the following changes:
- One, combined helpline for agents’ queries relating to SA and/or PAYE.
- To ensure a fair service, an agent can discuss a maximum of five customers on a call or webchat.
- A webchat service solely for agents, covering both SA and PAYE (not repayment claims) – a link to webchat will be available on GOV.UK.
- Agents calling the Agent Dedicated Line (ADL) will be presented with a new telephony option for progress-chasing SA repayments (the route for PAYE repayments will continue as is).
Why is HMRC making the changes?
This is a positive set of changes from HMRC. They have listened to professional bodies' feedback and recognised that although they encourage agents to use digital services wherever possible, sometimes there isn’t a digital option, and agents will need to contact them. There is some additional detail on the changes below. Please continue to send us your feedback on the ADL and other aspects of HMRC services for agents, particularly digital options, by emailing tax@icas.com.
Details of the changes (provided by HMRC)
ADL
Agents who need help with complex or urgent queries can call the ADL or use the specialist webchat.
From 7 October 2024 our experienced advisers will help with both SA and PAYE queries. We’re making this change as agents have told us that a combined resource would be a more efficient way of resolving complex cases.
This complexity, and agents needing to discuss multiple customers, can make calls longer and result in increased waiting times for others. To offer a fair service to as many agents as possible our advisers will discuss a maximum of five customers per call, or webchat session. To support the wellbeing of our advisers the number of queries might be less if the total call or webchat exceeds one hour.
The phone number and opening times for the ADL will remain the same.
Webchat for agents
We introduced a limited webchat service for agents in October 2023, which we have continued to enhance. From 7 October 2024 our agent webchat will cover both SA and PAYE. You can access it from the digital assistant.
If you have queries about repayment claims you must use different routes for these.
Repayment claims
Last year more than a third of calls to the ADL were from agents wanting to find out when a repayment claim is likely to be resolved. These calls are often within a few weeks of the claim being submitted and in large quantities. They mean our advisers aren’t able to help agents with more complex or urgent queries.
Agents must first use the Where’s My Reply (WMR) tool and check that the date has passed.
From 7 October 2024, when the time given on WMR has passed, agents can:
* continue to use the webchat service for updates on PAYE repayments
* use a new telephony option for SA repayments
SA repayments will not be dealt with if the main ADL option is selected. This trial approach for SA will help us to gain insight into the type of repayments being claimed and inform our future plans.
Let us know your views
We will continue to give feedback to HMRC on the ADL and digital options available for agents - email tax@icas.com to tell us about our experience.
We also welcome input from members on tax consultations and calls for evidence, or on HMRC service levels and systems (which we raise with HMRC at regular stakeholder meetings).
