Contacting PAYE end of year offices

I have just been chasing up a letter sent to Norfolk Area End of Year section. During the last few year this work was transferred to Southend (Aleaxander House). They have advised me that all work has now been transferred to an Office called Employers Referral Team based in East Kilbride. The telephone No is the same as the General Employer Helpline.

Apparently now, if we need to chase up a letter or other employer specific issue by telephone we will have to ring this number, give the details and then wait for a call back, as the Employer Referrals Team do not take outside calls.

The whole idea of a telephone is to chase up something that has not been dealt with by post. If we cannot actually speak to the office responsible then it will mean that sometimes a matter may simply end up being lost in the system and we as agents will have to start again.

Questions:-

Is this going to be Nationwide?

Have HMRC publicised it? Where?

Will the Employers Helpline have the capacity in April/May to deal with Agents calls?

I have not raised this as a Working Together issue yet - I just wanted feedback first.

No negative flames about crap HMRC service please? It is not constructive.