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Problems with the one line service at HMRC since update ?

Since the service was closed for maintenance recently, we have found that we are having certain difficulties in accessing our clients records on line. For example we need to search the whole client list and select the client name/UTR from the list to see their records, rather than type in their name or UTR and go straight to it. Neither can we view some of the tax years information. All we get is a blank screen and fault note.

Something else happened today which is very strange. One of my colleague was checking to ensure our client had paid all he should have to date while dealing wiht his tax return and click on view statement of account. The statement which came up on screen (and which we printed) did not include any details relating to our client apart from his name. The UTR the statement date, statement number and payments made were different than any information we had on file. On the advice of the online helpline service I contacted the tax office dealing with this client and they confirm that in fact the tax payer whose UTR is shown on the statement of account printed is not our client. It is someone completely different and we don't act for him/her.

What is going on? The gentleman at the call centre was just as pzzled as we are and he is looking into it for us.

Meanwhile I had sent an email to the online service on 24th November highlighting the difficulties experienced in trying to access our clients records and their automated reply was to telephone the tax office or the online helpdesk. The latter told me today that they were unable to help.

Are they taking a leaf of the old tax credits book and referring queries to different departments in turn so that one feels one is going round in circle and not achieving anything.

I shall hope that the gentleman of the call centre will have more luck and that we may come to the bottom of it quickly.

This does not inspire me confidence and with the 31 January 2006 deadline fast approaching it scares me a little. I should not want a repeat of last year's problems...

Mich¨le Doussot


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02nd Dec 2005 19:43

HMRC Online agent services
Dont know if this is of any use to you, but contacted HMRC online services helpdesk 0845 6055999, they say there is a problem that they are trying to resolve and the system will be down until next week !!!!

Seems to me that there are a number of problems with this new all singing all dancing online system !

Thanks (0)
02nd Dec 2005 20:14

Funny you should mention this....
Earlier this week I tried to locate one of my clients UTR numbers by accessing my client list on the Revenue website (seeing as we never seem to be notified of new clients UTR numbers even when we ask the Revenue to reply when we send the 64-8 to Longbenton!). I found what I thought was the client but when I accessed his record it showed that he had made (substantial) payments on account in 2004/05.

The client only started self employment in February 2005 and was not a self assessment case prior to this.

I phoned the Revenue because I was sure this could not be the client I was trying to track down the UTR for. However it became apparant that it was once I went through all the security checks. Whilst the officer remained on the phone line I went back into the Revenue website and found that the same client had no longer paid anything.

So it does appear that there are some gremlins in the system. Perhaps more worrying is the fact that we are clearly accessing someone elses records!!!

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By Anonymous
05th Dec 2005 10:13

Online problems update
Following my query post last Friday I have received a call from the online service this morning. They confirm that there is a problem and they have taken off line the view your clients statements service. They will call me again once it has been fixed later on this week.

In the meantime they have assured me that the filling by internet facility is still active..

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By Anonymous
06th Dec 2005 07:46

Missing client
I had a query from a client yesterday about a long awaited repayment. When I looked him up online he was no longer on my client list. He has been a client since 1999 and I have had paper acknowledgements for SA returns in the past so I know his 64-8 has been processed. This is annoying and a waste of time.

However rather more worrying, out of a batch of a dozen or so Revenue receipts for FBI self-assessments three receipts gave the wrong IRmark. I emailed the online service, received and acknowledgement very quickly and two days later an email suggesting a call to the call centre. A very inexperienced person listened to my story and went away to find an answer. The answer being they had no idea why this should have happened, perhaps the local office could help! They said someone would call me back.

So a week on and still no answer. Worried about Jan 31st? What do you think?

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