ADL & Income Record Viewer Service

HMRC is becoming a joke...

Didn't find your answer?

Does anyone else find the latest missive from HMRC about the 'Agent Dedicated Line' a bit of a joke?

'we know it's a busy time of year, so we're going to ignore you or make you use the standard line'....pathetic.  What's the point of the line if agents can't use it to avoid waiting hours for HMRC to not answer a call?

'use our online services'  'ask your client to use their PTA (no, HMRC, clients DONT HAVE THEM, don't want them, and don't retain any Gov Gateway log in details).

Or the most amusing of all 'use the Income Record Viewer service'.  I'd love to.  Only problem is DESPITE ALREADY BEING REGISTERED AS THE AGENT, I HAVE TO GET AUTHORISATION FROM THE CLIENT AGAIN in order to use the service- so either waste a pile of time doing that and then hope they all get through in time to find the information, or not bother. AND it relies on the client having a Gov Gateway account....why?  

HMRC should just close the doors entirely as their 'customer service' doesn't exist any more.

I miss the days of local Inspectors...

Replies (8)

Please login or register to join the discussion.

avatar
By Wanderer
20th Dec 2022 13:32

Ian McTernan CTA wrote:

Or the most amusing of all 'use the Income Record Viewer service'.  I'd love to.  Only problem is DESPITE ALREADY BEING REGISTERED AS THE AGENT, I HAVE TO GET AUTHORISATION FROM THE CLIENT AGAIN in order to use the service- so either waste a pile of time doing that and then hope they all get through in time to find the information, or not bother. AND it relies on the client having a Gov Gateway account....why?  

Because the whole idea is not to be helpful nor make things easier for agents but to get clients to sign up to the system.

You can be sure more and more enquiries to the ADL will be met with a brick wall 'because this can be obtained from the Income Record Viewer'.

Thanks (2)
Replying to Wanderer:
avatar
By Ian McTernan CTA
20th Dec 2022 13:45

If only HMRC could do joined up thinking..like issue everyone ONE number for everything: instead we have UTR, Gov Gateway, NI number and myriad other numbers.

Seeing as everyone could be issued a NINO, why can't HMRC just use that? Or else issue everyone with a ten digit number which could be used for them all...

If only HMRC communicated to their 'customers' and issued even Gateway numbers to everyone, this would encourage more people to use their various 'abdication of response' tools...

Thanks (1)
Replying to Ian McTernan CTA:
avatar
By rmillaree
20th Dec 2022 14:08

I will semi defend hmrc here - to me any progress is better than the inaction we have had for the last 15 years.

to be fair to hmrc

We can now view paye and vat payments - long wished for info per my bucket list
This new income recoprd viewer

The ability to setup enduring direct debits - must admit the woeful online paye liabilities screen does seem to be slightly tidier than it was.

We can do quicker authorisations as agents

Unfortunately i suspect its not possiblke to easily intergate old with new so we are left with the issue that everything may seem poorly implemented - i would agree hmrc planning an dcommunication from the top is woeful - but its not as if we have made no progress in the last 18 months. I would agree some things have got worse but overall - presuming clients are digital savy i can see that thereb is tangible progress here.

There is though a shocking disregard for clients who are not digitally savvy - for them the obvious solution if for us to be approved to act as them for all tax services (or be added in as agent user for authorisations only) . If hmrc approved a process for us to be authorised users where they are not digitally savvy that would probbaly fill in the blanks - whoever has clout should be battering down the door of hmrc for a sensible solutionin that regard.

Thanks (1)
Replying to rmillaree:
By ireallyshouldknowthisbut
20th Dec 2022 14:27

We are moving to a two tier system

Able clients, for whom we can have a whole suite of useful info. And the info is great.

And not able client, who are in effect discriminated against for being (variously) older, poor IT literacy, not having s UK passport (which maybe out of choice or circumstances, they are expensive documents to have) and non UK nationals without a UK passport not out of choice.

I'm surprised this even passes the sniff test in terms of accessibility and non-discrimination.

Thanks (2)
Replying to ireallyshouldknowthisbut:
avatar
By Hugo Fair
20th Dec 2022 15:22

I believe that nasal sensitivity to odours is severely depleted as one of the (many) side-effects of copious use of snorting cocaine.
I mention this because a close friend (who has worked in several of the Whitehall ministries) told me the results of a drug sweep a few years back (just before the arrival of the pandemic) ... with high scores for cocaine residue in almost EVERY toilet area (with highest scores on highest floors)!
So no surprise that sniff-tests aren't applied or even understood.

Thanks (1)
avatar
By legerman
20th Dec 2022 23:38

"Or the most amusing of all 'use the Income Record Viewer service'. I'd love to. Only problem is DESPITE ALREADY BEING REGISTERED AS THE AGENT, I HAVE TO GET AUTHORISATION FROM THE CLIENT AGAIN in order to use the service- so either waste a pile of time doing that and then hope they all get through in time to find the information, or not bother. AND it relies on the client having a Gov Gateway account....why?"

Yes, it's crazy. I have a client who doesn't have a gg and didn't have some P60 and pension info to hand. I had phoned the agents sa helpline but nothing sent so far. The tax software link to HMRC didn't give me any details (it's still very hit and miss) so was rather hopeful this would give me the info I needed. Lo and behold it asks the client to click the link and log into their gateway. If they could do that they could have already given me the info as that's where it's held - doh!

Thanks (2)
avatar
By 97mwill
21st Dec 2022 08:24

This statement just beggars belief, when will HMRC realise that we don't call the Agent Dedicated Line unless we really need to and have no other way of getting the info.

Thanks (3)
avatar
By Jabba the Hut
13th Feb 2023 11:45

I have just come late to the party on this, sounds great, but every client, individually! It is hard enough with retired clients and the CGT system.
Interesting chat with an HMRC lady on the agent line who put me on to this. Apparently it is because you see all their personal information and they may not want you to have access. I said I can't think of anyone who wouldn't want that, she said I for one wouldn't. Thus speaks a civil servant in a job for life and gold-plated pension with zero knowledge of life in the real world.

How the hell can we
1. Advise our client properly without it
2. Comply with AML duties with out it

The only thing we will see is what HMRC know anyway!

Thanks (0)